Complaints Procedure for West Hampstead Carpet Cleaners

West Hampstead Carpet Cleaners is committed to delivering reliable, professional carpet and upholstery cleaning services. We recognise that, on occasion, customers may feel dissatisfied with some aspect of our services. This Complaints Procedure explains how you can raise a concern, how we will respond, and what you can expect from us throughout the process.

Our Commitment to Handling Complaints

We treat all complaints seriously and see them as an opportunity to review and improve our services. Our aims when handling a complaint are to:

Listen carefully to your concerns and understand what has happened from your perspective.

Investigate the matter fairly, consistently, and promptly.

Offer an explanation, apology where appropriate, and a suitable resolution.

Use feedback to prevent similar issues from arising in future.

What Is a Complaint

A complaint is any expression of dissatisfaction about our carpet or upholstery cleaning services, our staff, our communication, or our systems and processes, where a response or resolution is expected. You do not need to use the word complaint for it to be treated as one.

Raising a Complaint

You should raise your complaint as soon as possible after the issue occurs, ideally within 14 days of the service date. This helps us investigate while details are still fresh and any issues with cleaning results or property access can be checked promptly.

You can submit your complaint in writing or by speaking with us directly. When you contact us, please provide the following information to help us deal with your concern efficiently:

Your full name.

The service address and approximate date and time of the cleaning appointment.

A clear description of the issue you experienced.

Any relevant supporting information, such as photographs of areas of concern, or the names of staff who attended where known.

Initial Informal Resolution

In many cases, complaints can be resolved informally and swiftly. If you are unhappy with any aspect of the service, please tell us as soon as you notice the issue. We will aim to:

Listen to your concern and clarify what outcome you are seeking.

Provide an explanation where we can do so immediately.

Offer, where appropriate, a return visit to inspect or re-clean the affected areas, subject to the nature of the complaint and our terms and conditions.

If the matter is resolved at this stage to your satisfaction, we will record the details for our internal quality control and no further action will be needed.

Formal Complaints Process

If your concern cannot be resolved informally, or you prefer to lodge a formal complaint, the following process will apply.

Acknowledgement

We will acknowledge your complaint as soon as reasonably practical. In the acknowledgement, we will confirm that your complaint has been received, outline the next steps, and give an indicative timescale for our investigation and response.

Investigation

Your complaint will be investigated by an appropriate member of our management team who was not directly involved in the matter, where possible. The investigation may include:

Reviewing your original booking details and any notes from the cleaning appointment.

Discussing the matter with the staff members involved.

Assessing any photographs, videos, or other evidence provided.

Arranging a visit to the property to inspect the areas of concern, where appropriate and with your agreement.

Response and Outcome

Once the investigation is complete, we will provide a clear and concise response setting out:

Our understanding of your complaint.

The findings of our investigation.

Any factors or limitations that may have affected the outcome of the cleaning service, such as the condition or age of carpets and soft furnishings.

The steps we propose to take to resolve the matter, if the complaint is upheld in full or in part.

Depending on the circumstances, a resolution may include a re-clean of specific areas, a partial or full refund in line with our terms and conditions, or another form of remedy considered reasonable and proportionate.

Timeframes

We aim to investigate and respond to all formal complaints as quickly as reasonably possible. Most complaints will receive a full response within 14 days of acknowledgement. Occasionally, if the matter is complex or requires additional information, the investigation may take longer. In such cases, we will keep you updated on progress and provide an expected completion date.

If You Are Not Satisfied With the Outcome

If you remain dissatisfied after receiving our formal response, you may ask us to review the decision. We will reassess the complaint, taking into account any additional information you wish to provide. Following this review, our decision will normally be final.

Fair Treatment of Staff and Customers

We expect all parties involved in the complaints process to behave respectfully. We do not tolerate abusive, aggressive, or discriminatory language or behaviour directed at our staff. Equally, we are committed to treating all customers fairly, courteously, and without discrimination at every stage of the complaints process.

Data Protection and Confidentiality

Information provided in connection with a complaint will be handled in line with applicable data protection requirements. Details of your complaint will only be shared with those who need to know in order to investigate and resolve the matter. We keep records of complaints and their outcomes to monitor service quality and identify areas for improvement.

Continuous Improvement

Feedback from our customers across our service area is essential to maintaining and improving standards. We routinely review complaints data to identify recurring issues, training needs, and potential changes to our procedures or cleaning methods. This helps us enhance the reliability and consistency of our carpet and upholstery cleaning services.

Accessibility of This Procedure

This Complaints Procedure is available to all customers and prospective customers upon request. If you require this information in an alternative format, or need assistance to submit a complaint, please let us know so we can discuss reasonable adjustments.

We value your custom and your feedback. By following this procedure, we aim to resolve any concerns fairly and transparently, while continuing to deliver professional cleaning services to homes and businesses in our local area.