Complaints Procedure

Ealing Carpet Cleaning Complaints Procedure

At Ealing Carpet Cleaning we are committed to delivering a reliable and professional carpet and upholstery cleaning service. We aim to get things right first time, but we recognise that occasionally something may not meet your expectations. This complaints procedure explains how you can tell us about any concern, how we will respond, and what you can expect from us at each stage.

1. Our commitment to resolving complaints

We take all complaints seriously and treat them as an opportunity to improve our service. Every concern raised is handled fairly, confidentially and without discrimination. We will always try to resolve issues as quickly and informally as possible, ideally on the spot or shortly after the service has taken place.

Where a more detailed investigation is required, we follow the structured steps set out in this procedure, keeping you informed throughout. Our aim is to reach a clear, reasonable and timely outcome for every complaint.

2. What this procedure covers

This complaints procedure covers any dissatisfaction with our cleaning services, including but not limited to carpet cleaning, rug cleaning, upholstery cleaning and related work completed by our team. It applies to issues such as service quality, conduct of staff, punctuality, damage concerns, or the way a previous complaint has been handled.

This procedure does not cover matters relating to third party services arranged independently by you, or issues outside our control such as access problems, pre-existing damage to items, or conditions that prevent safe working.

3. Raising a complaint informally

In many cases, concerns can be resolved quickly by speaking to us informally. If you are unhappy with any aspect of our cleaning service, please tell a member of the team as soon as possible. If you notice a problem while our cleaners are still on site, raise it with them directly so they have the opportunity to put it right immediately.

If the issue becomes apparent after the team has left, you can contact our office to explain what has gone wrong. We may ask for details such as the date of the clean, the type of service carried out, and a clear description of the issue. Where appropriate, we may request photographs that show the problem, for example in cases of suspected damage or areas that require re-cleaning.

We will aim to resolve informal complaints promptly, which may include offering advice, arranging a re-clean, or agreeing another practical solution where reasonable.

4. Making a formal complaint

If you feel that your concern has not been resolved informally, or if the matter is more serious, you can make a formal complaint. Please set out:

• Your full name
• The address where the service was carried out
• The date of the cleaning service
• A clear description of what went wrong
• Any steps already taken to try to resolve the issue

Providing as much detail as possible helps us understand the situation and carry out a thorough investigation.

5. Acknowledgement and timescales

Once we receive your formal complaint, we will acknowledge it within a reasonable timeframe. In our acknowledgement, we will confirm that we have received your complaint and explain the next steps.

We will aim to provide a full response within a set period from the date of acknowledgement. If, for any reason, we need more time to investigate, we will let you know and give you an updated timescale. We will not delay responses unnecessarily and will keep you informed of progress.

6. How we investigate complaints

Each complaint is reviewed by a member of the management team who was not directly involved in the original service wherever possible. Our investigation may include:

• Reviewing the booking details and service notes
• Speaking to the cleaning operatives who attended the property
• Assessing any photographs or evidence you provide
• Considering the condition and limitations of the items cleaned

We will look at all available information with an open mind and reach a conclusion based on what is fair and reasonable in the circumstances.

7. Our response and possible outcomes

When our investigation is complete, we will write to you setting out:

• Our understanding of your complaint
• The steps we have taken to investigate
• Our findings and decision
• Any actions we will take to put things right where appropriate

Depending on the circumstances, possible outcomes may include an explanation or apology, arranging a return visit to re-clean specific areas, providing advice on aftercare, or another form of resolution that is reasonable for both parties. Any offer is made in full and final settlement of the issues covered by the complaint.

8. If you are still unhappy

If you remain dissatisfied after receiving our formal response, you may contact us again to explain why you are unhappy with the outcome. Where appropriate, another manager may review the complaint and the way it was handled to ensure that the procedure has been followed correctly.

While we cannot guarantee that we will always be able to reach an outcome you agree with, we do commit to reviewing complaints carefully and responding in a fair and transparent way.

9. Your responsibilities when making a complaint

To help us resolve your complaint effectively, we ask that you:

• Raise concerns as soon as possible after the service
• Provide accurate and complete information
• Allow us reasonable access to inspect any alleged issues, where necessary
• Communicate with our staff in a respectful and constructive manner

We may not be able to properly investigate or resolve a complaint if essential information or access is withheld.

10. Recording and using complaint information

We record complaint information so that we can monitor patterns, identify areas for improvement and train our staff. Complaint details are kept confidential and used only for the purposes of handling the issue and improving our services. We retain records for as long as is reasonably necessary for these purposes and in line with our internal policies.

11. Changes to this complaints procedure

We may update this complaints procedure from time to time to reflect changes in our services or internal processes. Any updated version will apply to complaints raised after the revised procedure has been published.

Ealing Carpet Cleaning values feedback from all customers. By following this complaints procedure, we aim to address any concerns in a clear, consistent and professional way while continually improving the quality of our cleaning services.