Complaints Procedure for Carpet Cleaners NW5 Clients

Carpet Cleaners NW5 is committed to delivering reliable, professional carpet and upholstery cleaning across our local service area. We recognise that, on occasion, you may feel that our service has not met your expectations. This Complaints Procedure explains how you can raise a concern, what you can expect from us, and how we will work with you to reach a fair outcome.

Our Commitment to Handling Complaints

We take all complaints seriously and treat them as an opportunity to review and improve the quality of our cleaning services. Every complaint will be handled promptly, fairly and confidentially. Our aims are to understand what has gone wrong, put matters right where possible, and prevent similar issues from happening again.

This procedure applies to all residential and commercial customers who have used Carpet Cleaners NW5 for carpet cleaning, rug cleaning, upholstery cleaning or related services within our operating area.

What We Class as a Complaint

A complaint is any expression of dissatisfaction about our services or how they were provided, whether it is made verbally or in writing. This may include issues such as the quality of cleaning, punctuality of our technicians, conduct or attitude of staff, damage or loss relating to our work, or the accuracy of information provided before or after the service.

Raising a concern early, even if you are unsure whether it counts as a formal complaint, helps us resolve matters more quickly.

How to Make a Complaint

You may submit a complaint in writing or by speaking to us directly. Written complaints allow us to keep a clear record of what has happened and what you would like us to do to resolve the matter.

When making a complaint, please include the following information to help us investigate thoroughly:

The date and time of the cleaning service and the location where it was carried out, the name under which the booking was made, a clear description of the issue you are unhappy about, any relevant details such as the areas cleaned, specific items involved or discussions with our staff on the day, and what you would consider a reasonable resolution, such as a return visit, partial refund or explanation.

If you wish to complain verbally, our team will record the details of your complaint and may ask questions to make sure we fully understand the situation.

Time Limits for Raising a Complaint

We ask that complaints about completed carpet or upholstery cleaning services are raised as soon as reasonably possible, ideally within 48 hours of the work being carried out. Many cleaning results are time-sensitive and easier to assess shortly after the visit, particularly where stains, odours or drying issues are concerned.

Complaints about alleged damage should be reported without delay so that we can inspect the affected area or item and review the circumstances in a fair and objective way.

Our Complaints Handling Process

Once we receive your complaint, we follow a clear process to ensure consistency and transparency.

Acknowledgement. We will acknowledge your complaint as soon as practicable. Where possible, we aim to confirm receipt within three working days. At this stage we may request additional information or photographs to help our assessment.

Investigation. A manager or designated member of our team will review your complaint. This may include speaking with the technicians who attended your property, checking booking details and any notes from the visit, and, if necessary, arranging a follow-up inspection of the cleaned areas.

Initial Response. We aim to provide an initial response within ten working days of receiving full details of your complaint. If the issue is complex and we require more time, we will explain why and give you an indication of when you can expect a full reply.

Outcome and Resolution. After investigating the matter, we will write to you with our findings and proposed resolution. Depending on the situation, this may include an explanation or clarification, an apology where appropriate, a complimentary re-clean of specific areas, a discount or partial refund, or another form of practical remedy that is fair in the circumstances.

On-site Inspections and Re-cleans

In some cases, we may need to visit your property within our regular service area to assess the complaint properly. This is often necessary where there are concerns about damage, persistent stains or overall cleaning standards.

If we agree that the original clean did not meet our usual standards, we will normally offer a re-clean of the affected areas at no additional cost, subject to reasonable access being provided and the items or areas being in a suitable condition for further treatment.

When We May Not Uphold a Complaint

After a full review, we may conclude that we are not at fault. For example, where pre-existing damage or wear has been clearly explained before work began, where stains are permanent or cannot be fully removed despite using appropriate professional methods, or where the issue arises from factors beyond our control, such as ongoing building works, pets, or poor ventilation affecting drying times.

If we do not uphold your complaint, we will explain our reasoning clearly and provide any relevant supporting information from our records.

Escalating Your Complaint

If you are dissatisfied with the outcome or how your complaint has been handled, you may request that it be reviewed by a senior member of our team. Please set out why you remain unhappy and what you believe would be a fair resolution.

The senior review will focus on whether the complaint was investigated properly, whether our response was reasonable based on the facts available and whether our proposed resolution was consistent with this procedure and with our general service standards.

Following this review, we will send you a final response outlining our position.

Confidentiality and Data Protection

All complaints are handled in confidence. Information related to your complaint will be shared only with those who need it in order to investigate and resolve the matter or to meet legal and regulatory obligations. We will store complaint records securely and only for as long as necessary, in line with our data protection responsibilities.

Continuous Improvement

Carpet Cleaners NW5 regularly reviews feedback and complaint outcomes to identify patterns, training needs and opportunities to improve our carpet, rug and upholstery cleaning services. By raising your concerns with us, you are helping us maintain and enhance standards for all customers across the area we serve.

If you have any questions about this Complaints Procedure or how it applies to your situation, please contact us and we will be happy to explain it further.