Complaints Procedure

Complaints Procedure for Carpet Cleaners Fulham Clients

Carpet Cleaners Fulham is committed to delivering professional cleaning services and a positive customer experience across our service area. We recognise that, on occasion, things may not go as planned. This complaints procedure explains how you can raise a concern, how we will respond, and the steps we take to resolve matters fairly and promptly.

Our Commitment to Handling Complaints

We treat every complaint as an opportunity to improve our carpet, rug, upholstery, and related cleaning services. We aim to:

Listen carefully to your concerns and understand what went wrong from your perspective.

Respond in a timely, polite, and professional manner.

Investigate the issue thoroughly and impartially.

Offer a clear explanation and, where appropriate, a suitable remedy.

Use your feedback to prevent similar issues in the future.

What Counts as a Complaint

A complaint is any expression of dissatisfaction about our cleaning services, staff conduct, communication, scheduling, or the outcome of a job, where you expect a response or resolution. Examples include:

Concerns about the standard or quality of carpet or upholstery cleaning.

Damage or alleged damage to property or belongings during a visit.

Missed or late appointments without adequate notice.

Issues with invoices, charges, or quoted prices.

Conduct, behaviour, or professionalism of any member of our team.

How to Make a Complaint

You may raise a complaint in writing or verbally. So that we can help you efficiently, please provide:

Your full name and the address where the service was carried out.

The date of the cleaning appointment and, if known, the time and cleaning team.

A clear description of what went wrong and how it has affected you.

Any supporting information such as photographs, job notes, or reference numbers.

Your preferred outcome, for example a re-clean of affected areas, an explanation, or a review of charges.

We encourage you to contact us as soon as possible after the issue occurs so that we can investigate while details are fresh and any evidence is available.

Stage One: Early Resolution

In the first instance, we aim to resolve complaints quickly and informally. Where possible, the staff member you first speak to will:

Listen to your concern and clarify key details.

Check the job record, booking information, and any relevant notes.

Offer an explanation, seek to correct any misunderstanding, or provide a practical solution such as a return visit to inspect or re-clean specific areas.

Most concerns can be addressed at this early stage. If you are satisfied with the outcome, the matter will be closed and recorded for internal review and training purposes.

Stage Two: Formal Complaint Review

If your concern cannot be resolved informally, or you are not satisfied with the initial response, you may request that your complaint is treated as a formal complaint. At this stage:

Your complaint will be logged and assigned to a manager for review.

We will acknowledge receipt of your formal complaint and confirm that we are investigating.

The manager may contact you to request additional information or clarification.

We will review relevant records, speak with staff involved, and, where appropriate, arrange an inspection of the affected property or items.

Once the review is complete, we will provide a written response summarising:

The details of your complaint.

The steps we have taken to investigate.

Our findings and any contributing factors.

Any actions we will take, such as remedial work, a goodwill gesture, or changes to our procedures.

Timescales for Responding

We aim to acknowledge complaints promptly and provide a full response within a reasonable timeframe. The exact timescale may vary depending on the complexity of the issue, the need for site visits, or the availability of staff involved. If, for any reason, our investigation takes longer than anticipated, we will update you and let you know when you can expect a further response.

Possible Outcomes and Remedies

Where we find that we have not met our usual standards, we will seek to put matters right in a fair and proportionate way. Depending on the circumstances, remedies may include:

Providing a re-clean of affected carpets, rugs, or upholstery.

Reviewing an invoice and, where appropriate, adjusting or refunding charges.

Offering a goodwill gesture where they are appropriate.

Providing additional explanation or clarification about our processes and limitations.

Taking internal action such as staff training, supervision, or changes to our procedures.

Situations Outside Our Control

Some issues may arise from conditions outside our reasonable control, such as pre-existing damage, wear, or staining that cannot be removed despite professional efforts, as well as the limitations of cleaning methods on certain fibres or materials. In such cases, we will explain what is realistically achievable, any risks identified before work started, and why a particular outcome may not be possible.

Recording and Using Complaint Information

We record all complaints, along with the steps taken and outcomes reached. This helps us to:

Monitor recurring issues and trends.

Review and improve our cleaning techniques and customer service.

Provide further training and guidance to our cleaning teams.

Refine our terms, booking procedures, and communication across our service area.

Respect, Confidentiality, and Fair Treatment

All complaints are handled in a respectful and confidential manner. We expect our staff and our customers to communicate courteously at all times. Abusive, threatening, or discriminatory behaviour will not be tolerated and may result in us limiting or withdrawing services. We will always aim to treat each complaint fairly, consider both sides of the issue, and reach a balanced conclusion.

Review of this Complaints Procedure

This complaints procedure is reviewed periodically to ensure it remains clear, effective, and appropriate for the services we provide. We may update it to reflect changes in our operations, industry standards, or best practice. The version made available to you at the time of raising your complaint will be the one that applies to the handling of your case.