Complaints Procedure

Complaints Procedure for Carpet Cleaning Shepherds Bush Customers

This complaints procedure explains how customers of Carpet Cleaning Shepherds Bush can raise concerns about our services and how those concerns will be handled. Our aim is to provide a clear, fair, and transparent process for resolving any issues related to our carpet, upholstery, rug, or general cleaning work.

Our Commitment to You

We are committed to delivering reliable and professional cleaning services. If we fall short of your expectations, we want to know about it so we can put things right and improve our services. Every complaint is taken seriously and handled with respect, confidentiality, and without discrimination.

What This Procedure Covers

This procedure covers complaints about:

Quality of cleaning work carried out, including carpet, rug, upholstery and related services.

Conduct, behaviour, or professionalism of our cleaning staff or representatives.

Scheduling, punctuality, or access arrangements for cleaning appointments.

Damage to property or belongings allegedly caused during our work.

Communication, including quotations, billing, and follow-up after service.

This procedure does not cover general service enquiries, requests for quotes, or routine booking changes, which should be raised through our normal customer service channels.

How to Make a Complaint

You can make a complaint using any reasonable written method. This may include writing to us through our website contact form or another written channel you normally use to contact us. Please clearly state that you are making a complaint so that it can be directed to the appropriate person.

To help us investigate quickly and thoroughly, please provide the following information where possible:

Your full name and the address where the cleaning service was carried out.

The date of the cleaning service and, if known, the time of the appointment.

A clear description of what went wrong or what you are dissatisfied with.

Any relevant photographs or evidence that helps illustrate the issue.

Details of any previous discussions you have had with our staff about the matter.

What outcome or resolution you would consider satisfactory.

Timescales for Acknowledgement and Response

We aim to acknowledge all written complaints as soon as reasonably possible. In most cases, we will acknowledge your complaint within a few working days. The acknowledgement will confirm that we have received your complaint and that it is being reviewed.

We then aim to provide a full written response once our investigation is complete. The time needed may depend on the complexity of the complaint, whether site visits or further information are required, and the availability of any third parties involved. If the investigation is likely to take longer than usual, we will let you know and provide an updated timescale.

How We Investigate Complaints

Once we receive your complaint, we will:

Review the details you have provided and any supporting evidence.

Check our internal records, including booking details, job notes, and any photographs taken by our team.

Speak to the staff members or contractors who attended your property, where relevant.

Arrange a follow-up visit to the property if necessary to inspect the issue in person, by agreement with you.

Consider whether there were any external factors that may have contributed to the problem.

We will aim to carry out this investigation as fairly and impartially as possible, giving you and any staff involved the opportunity to share your accounts of what happened.

Possible Outcomes and Resolutions

Following the investigation, we will provide a written outcome explaining our findings and any action we propose to take. Depending on the nature of the complaint and the results of the investigation, possible outcomes may include:

A clear explanation or clarification of what happened.

An apology if we conclude that we did not meet our usual standards.

Additional cleaning work or a re-visit to address any areas of concern, where appropriate.

A goodwill gesture or other remedial action, if considered reasonable in the circumstances.

A review of our internal procedures, staff training, or service processes to reduce the risk of similar issues arising in future.

If we conclude that we are not responsible for the issue complained of, we will explain our reasons clearly and provide any supporting information that may help you understand our decision.

Escalating a Complaint

If you are not satisfied with our initial response, you can ask for your complaint to be reviewed again. In your escalation request, please explain why you believe the outcome or explanation is not satisfactory and whether you have any additional information for us to consider.

Where possible, a different member of our management team will review the complaint, the initial investigation, and the response already provided. After this review, we will send you a further written response setting out our final position.

Your Responsibilities as a Customer

To help us handle complaints fairly and effectively, we ask that you:

Raise any concerns as soon as reasonably possible after the issue arises, while details are still fresh.

Provide accurate, complete information about the problem.

Allow us a reasonable opportunity to investigate and, where appropriate, to rectify the issue.

Communicate with our team respectfully and allow us to respond within the indicated timescales.

Confidentiality and Data Protection

All complaints are treated as confidential and are only shared with those involved in handling or responding to the matter. Any personal information you provide in connection with a complaint will be handled in line with our data protection obligations and used only for the purpose of investigating and resolving your complaint and improving our services.

Continuous Improvement

We regularly review feedback and complaints relating to our carpet and upholstery cleaning work to identify recurring themes and opportunities for improvement. This may include updating staff training, refining our cleaning methods, or adjusting how we communicate with customers before and after appointments.

By following this complaints procedure, we aim to resolve issues fairly and promptly, maintain high standards across all of our cleaning services, and build long-term trust with customers in our service area.