Complaints Procedure
Carpet Cleaning Balham Complaints Procedure
Carpet Cleaning Balham is committed to providing a high standard of service across our carpet, rug, upholstery and related cleaning work. We recognise that, on occasion, things may not go as expected. This complaints procedure explains how you can raise a concern, how we will respond, and what steps we will take to resolve matters fairly and promptly.
Our Commitment to You
When you make a complaint about our cleaning services, we will treat you with respect and take your concerns seriously. We aim to:
Listen carefully to what went wrong, acknowledge any inconvenience caused, investigate thoroughly, keep you updated, and provide a clear outcome and explanation.
We also use feedback and complaints to improve our services for all customers in our service areas.
What Counts as a Complaint
A complaint is any expression of dissatisfaction about our cleaning services, our staff, or the way we have handled a previous request. Common examples include:
The standard or quality of carpet or upholstery cleaning. Damage or suspected damage to property during a visit. Missed or late appointments. Behaviour, attitude or conduct of our operatives. Issues with quotations, invoices, or agreed work. Concerns about how a previous issue was handled.
You do not need to use specific words or legal language. If you tell us you are unhappy with our service and would like us to look into it, we will treat it as a complaint.
How to Make a Complaint
You can raise a complaint using any normal method of communication you use with us. Please provide as much detail as possible so we can investigate effectively. Where possible, include:
Your full name. The address where the cleaning took place. The date and approximate time of the appointment. A clear description of what went wrong or why you are unhappy. Any supporting details, such as photographs or a description of the affected items.
If you contact us immediately after the service, it is often easier for us to inspect any issues and find a quick solution.
Time Limits for Complaints
To help us investigate properly, we ask that you report any concerns about the cleaning service within a reasonable time. For most issues with carpet or upholstery cleaning, this should normally be within 48 hours of the work being completed. For damage or more serious concerns, you should notify us as soon as you become aware of the problem.
We may still consider complaints made after a longer period, but our ability to investigate and resolve them may be limited by the passage of time.
How We Will Handle Your Complaint
Our complaints handling process is designed to be clear and efficient. In most cases, it will follow these steps:
First response: We will acknowledge your complaint as soon as reasonably possible. Where we can, we may offer an immediate explanation or solution.
Investigation: We will review the details you have provided, speak with the cleaning operative involved if relevant, and consider any photographs, notes or other information. We may ask you for further details or clarification to ensure we fully understand the issue.
Inspection where appropriate: For some complaints, especially those involving alleged damage or concerns about cleaning quality, we may propose a follow-up visit to inspect the items or areas in question.
Outcome and response: Once we have completed our investigation, we will explain our findings and any action we propose to take. This may include a re-clean of affected areas, a partial or full refund, or another form of resolution where appropriate and in line with our terms and conditions.
Timescales will vary depending on the nature and complexity of the complaint, but we aim to resolve most issues within a reasonable period.
Possible Resolutions
We aim to resolve complaints in a way that is fair and proportionate. Depending on the circumstances and subject to our terms and conditions, resolutions may include:
Providing additional cleaning or a re-clean of specific areas. Offering a discount, partial refund or, in some cases, a full refund for the affected service. Offering practical advice on care and maintenance where the issue is inherent to the material or pre-existing condition. Explaining why the service was carried out correctly where the complaint is not upheld, together with any goodwill gesture we consider appropriate.
Any remedy will take into account the condition of the items before cleaning, the instructions provided by the manufacturer where relevant, and any limits set out in our service agreement.
Your Responsibilities
To help us resolve complaints effectively, we ask that you:
Provide accurate information about the service and any pre-existing issues. Follow our pre-visit and aftercare guidance, including ventilation, drying times, and use of treated areas. Allow us reasonable access if we need to inspect the work or attempt a re-clean. Communicate with our staff courteously and allow us time to investigate properly.
Where aftercare instructions are not followed, or where damage arises from factors outside our control, this may limit the remedies available.
Escalating a Complaint
If you are not satisfied with the initial response to your complaint, you may ask for it to be reviewed at a higher level within Carpet Cleaning Balham. We will then conduct a further review of the circumstances and the decisions taken. Following this review, we will confirm our final position on the matter.
Continuous Improvement
Every complaint is an opportunity for us to improve. We regularly review feedback and complaint patterns to enhance our training, refine our cleaning processes, and improve communication with customers throughout our service areas. Our goal is to reduce the likelihood of similar issues arising in the future and to maintain a reliable and professional cleaning service.
This complaints procedure is intended to be clear, accessible and fair. If anything in this process is unclear, you can ask us to explain it further. We reserve the right to update or amend this procedure from time to time in order to reflect changes in our business or in relevant regulations.
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