Complaints Procedure

Complaints Procedure at Carpet Cleaners Shoreditch

Carpet Cleaners Shoreditch is committed to delivering reliable, high quality cleaning services to all customers in our service area. We recognise that, from time to time, concerns may arise. This complaints procedure explains how you can raise an issue, how we will handle it, and what you can expect from us at each stage.

Our Commitment to You

We aim to provide a clear, fair and timely process for dealing with any dissatisfaction about our services, staff conduct or communication. All complaints are treated seriously and handled with respect and professionalism. We use feedback to improve our services and prevent similar issues from arising in the future.

What This Procedure Covers

This complaints procedure applies to all domestic and commercial customers who use Carpet Cleaners Shoreditch cleaning services. It covers concerns about service quality, punctuality, staff behaviour, property care, invoicing and any other aspect of our work. This procedure does not cover disputes or claims that must be handled by insurers, regulators or legal representatives, although we will cooperate with any formal processes where appropriate.

How to Make a Complaint

You can raise a complaint in writing or verbally. We encourage you to contact us as soon as possible after the issue occurs so that we can investigate while the details are still clear. When submitting a complaint, please provide the following information:

The date and approximate time of the service or incident. The service address and booking reference if available. A clear description of what went wrong and how it has affected you. Any photos or supporting information you feel are relevant. Your preferred method for us to contact you with updates and our response.

Where a complaint is made verbally, we may ask you to confirm the key details in writing so that there is a clear record of your concerns and our agreed next steps.

Time Limits for Making a Complaint

To help us investigate effectively, we request that complaints are raised within 14 days of the service being carried out. We may still consider complaints made after this period, but our ability to investigate thoroughly may be reduced if significant time has passed or if further services have taken place at the same property.

How We Handle Your Complaint

Once we receive your complaint, we follow a structured process to ensure it is managed consistently and fairly.

Initial acknowledgement: We aim to acknowledge your complaint within two working days. At this stage, we may request additional information if anything is unclear or incomplete.

Investigation: A supervisor or manager who was not directly responsible for the service will usually review the complaint. This may involve speaking with the cleaning operatives involved, checking job notes, reviewing photos or recordings where available, and if appropriate, arranging a follow up visit to the property.

Response and outcome: We aim to provide a full written or verbal response within ten working days of receiving your complaint. If the issue is complex or requires more time, we will let you know and provide an estimated timescale for our final response.

Possible Outcomes and Resolutions

Where a complaint is upheld, we will offer a fair and reasonable remedy based on the circumstances. Depending on the nature of the issue, this may include:

A clear explanation and, where appropriate, an apology. A partial or full re-clean of the affected areas, where this is practical and safe. A goodwill gesture or adjustment to the invoice, where appropriate and proportionate. Changes to our internal procedures, additional staff training or other corrective actions to prevent similar issues from happening again.

Any agreed resolution will be confirmed to you, along with any steps we will take and relevant timescales.

Complaints About Property Damage

If your complaint relates to potential damage to carpets, upholstery, hard flooring or other items, we will handle it with particular care. You may be asked to provide photos and a description of the damage as soon as possible. In some cases, we may arrange an inspection, either by our own representative or by an independent specialist. If an insurance claim is necessary, we will explain the process we follow and what information we may need from you. All claims are assessed on an individual basis and must be supported by evidence.

Escalating Your Complaint

If you are not satisfied with the outcome or the way your complaint has been handled, you may request that it be reviewed at a higher level within Carpet Cleaners Shoreditch. In your escalation request, please explain why you disagree with the original decision or resolution and what outcome you are seeking. A senior member of our team will review the complaint, the investigation steps taken and the response provided, and will then issue a final position. We will aim to complete this review within ten working days, and we will let you know if additional time is required.

Confidentiality and Data Handling

All complaints are handled in line with our data protection responsibilities. Information you provide will only be shared with those who need it to investigate and resolve your complaint. We keep records of complaints and outcomes for internal monitoring, staff training and service improvement.

Using Feedback to Improve Our Services

We regularly review complaints and feedback from customers across our service area to identify trends, recurring issues and opportunities to improve. This may lead to updated cleaning methods, revised checklists, additional staff training or changes to our booking and confirmation processes. By following this complaints procedure, you help us maintain and improve the standards of Carpet Cleaners Shoreditch for all customers.

Updates to This Complaints Procedure

We may update this complaints procedure from time to time to reflect changes in our services, internal processes or applicable guidance. The version made available on our legal information pages will normally be the most current. You are welcome to request clarification on any part of this document at any time.