Complaints Procedure for West Hampstead Carpet Cleaners

West Hampstead Carpet Cleaners is committed to providing reliable, high-quality carpet, rug, and upholstery cleaning services. We aim to get things right first time, but we recognise that occasionally things may not go as planned. This Complaints Procedure explains how you can raise a concern, how we will respond, and what you can expect from us at every stage.

1. Our Commitment to You

We take all complaints seriously and use them as an opportunity to review and improve our services. Whether your concern relates to the quality of cleaning, timings, staff conduct, or any other service issue, we will treat it fairly, confidentially, and with respect. Our goal is to resolve matters promptly and to your satisfaction wherever reasonably possible.

2. What Is a Complaint

A complaint is any expression of dissatisfaction about our services, staff, or processes, where a response is expected. This can include, but is not limited to:

Poor quality of carpet, rug, upholstery, or end of tenancy cleaning work, damage or suspected damage to property or belongings during a visit, missed or delayed appointments and communication problems, conduct, attitude, or behaviour of cleaning operatives, or misunderstandings regarding pricing, quotations, or invoicing.

You do not need to use formal language or call it a complaint for it to be treated as one. If you tell us you are unhappy and want us to look into it, we will follow this Complaints Procedure.

3. How to Make a Complaint

You may raise a complaint in writing, by phone, or in person when speaking with a member of our team. When submitting a complaint, it is helpful if you can provide the following information:

Your full name and the address where the cleaning took place, the date and approximate time of the service, a clear description of what went wrong and how you were affected, any photographs or evidence that may help us understand the issue, and details of any previous communication about the same matter.

We encourage you to make your complaint as soon as possible after the event so that details are fresh and can be investigated promptly.

4. Time Limits for Raising Complaints

To allow us to investigate effectively, we ask that complaints about service quality, missed areas, or visible issues with carpets, rugs, or upholstery are raised within 48 hours of the service being completed wherever possible. For concerns relating to invoices or charges, we recommend raising these as soon as you receive the relevant documentation. While we will always consider reasonable complaints raised later, some matters may be more difficult to verify after an extended period.

5. Acknowledgement of Your Complaint

Once we receive your complaint, we will record it in our internal system and acknowledge it within a reasonable timeframe. The acknowledgement will confirm that we have received your complaint and are investigating. Where possible, we will give you an estimated timescale for a full response and the name or role of the person responsible for handling your case.

6. How We Investigate Complaints

We aim to carry out a fair, thorough, and impartial investigation. Depending on the nature of the complaint, this may involve speaking with the cleaning operative or team who attended your property, reviewing schedules, job notes, and any relevant documentation, examining photographs or other evidence supplied by you, and, where appropriate, arranging a follow-up visit to inspect the affected areas.

We may contact you during the investigation if we need more information or clarification. We ask that you cooperate with reasonable requests so that we can resolve the matter as quickly as possible.

7. Our Response and Possible Outcomes

Once the investigation is complete, we will provide you with a clear, written or verbal response setting out what we have found, whether your complaint is upheld in full, in part, or not upheld, what action we propose to take, and the reasons for our decision. Where your complaint is upheld, potential resolutions may include a complimentary re-clean of the affected areas, an agreed partial or full refund, advice on how to prevent recurrence of the issue, and internal training or process changes to improve our service.

Any remedies offered will take into account the specific circumstances, the nature of the problem, and any relevant terms and conditions that applied to the service.

8. If You Are Not Satisfied with the Outcome

If you feel that your complaint has not been resolved satisfactorily, you may request that the decision is reviewed. This review will, where possible, be carried out by a more senior member of our team who was not directly involved in the original investigation. We will reassess the information, consider any additional points you wish to raise, and provide a final response setting out our position and any further action we can reasonably take.

9. Complaints Involving Damage

If your complaint involves alleged damage to carpets, rugs, upholstery, flooring, or other items, it is important that you notify us as soon as possible and do not attempt repairs or cleaning yourself before we have had a chance to inspect the issue. We may request photographs or a professional report to help determine the cause and extent of any damage. Any compensation or remedial work will be considered in line with our terms and conditions and, where applicable, any relevant insurance arrangements.

10. Confidentiality and Data Protection

All complaints are treated confidentially. Information you provide will only be shared with staff who need it to investigate and resolve the matter or as required by law. We handle all personal data in accordance with applicable data protection requirements and our privacy practices. By raising a complaint, you consent to us using the information you supply for the purpose of investigating and responding to your concerns.

11. Learning from Complaints

We view complaints as a valuable source of feedback that helps us maintain high standards across our carpet, rug, and upholstery cleaning services. We regularly review complaint records to identify patterns, training needs, and opportunities for improvement. Where appropriate, we update our procedures, staff training, or quality controls to reduce the likelihood of similar issues happening again.

12. Review of This Procedure

West Hampstead Carpet Cleaners reserves the right to update this Complaints Procedure from time to time to reflect changes in our services, legal requirements, or best practice guidance. The version in force at the time you raise your complaint will apply to the handling of that complaint.

We appreciate your feedback and the opportunity to put things right when problems occur. Our aim is to resolve complaints fairly, promptly, and professionally, and to continue providing a trustworthy and dependable cleaning service for our customers.