Complaints Procedure at Carpet Cleaners Belsize Park

This Complaints Procedure explains how you can raise a concern about any carpet, rug or upholstery cleaning service carried out by Carpet Cleaners Belsize Park, and how we will respond. Our aim is to resolve issues promptly, fairly and professionally so that every customer in our service area feels confident in the work we provide.

1. Purpose and scope

This procedure applies to all domestic and commercial customers who have used our cleaning services. It covers complaints about the quality of cleaning, conduct or behaviour of our cleaning technicians, missed or late appointments, damage or loss allegedly caused during our visit, and any other dissatisfaction with the service you have received.

We welcome feedback, including complaints, because it helps us maintain consistent standards and improve our service for local customers.

2. Raising an informal concern

If you are unhappy with any aspect of the cleaning carried out, we encourage you to raise the issue informally as soon as possible. In many cases, problems can be resolved quickly without needing to begin the formal complaints process.

You can raise an informal concern by contacting our office or speaking directly with the cleaning operative on site, where appropriate and safe to do so. Please provide your full name, the address where the service took place, the date and approximate time of the appointment, and a clear description of the issue. Photographs can be very helpful, particularly when the complaint relates to staining, damage or areas that were allegedly missed.

We will do our best to resolve informal concerns promptly, which may include offering advice, arranging a re-clean of affected areas, or providing an explanation of what has occurred.

3. Making a formal complaint

If your concern is not resolved informally, or if you prefer to raise a formal complaint from the outset, you may do so by writing to us. Your written complaint should include your full name, service address, date of the cleaning appointment, details of the service booked, a clear description of what went wrong and when you first noticed the issue, and any supporting evidence such as photographs or reports.

We ask that formal complaints be submitted within a reasonable time of the service being provided. This enables us to investigate effectively while the details of the cleaning visit are still recent and records are readily available.

4. Acknowledgement of your complaint

Once we receive your formal complaint, we will acknowledge it within a reasonable timeframe. Our acknowledgement will confirm that we have received your complaint, outline the next steps, and provide an estimated timescale for our investigation and response.

If we need further information or clarification from you, we will ask for this at the acknowledgement stage. Providing clear and complete information helps us deal with your complaint more quickly.

5. How we investigate complaints

Your complaint will be assigned to a member of our management team who is responsible for carrying out an impartial and thorough investigation. Depending on the nature of the complaint, this may involve reviewing job notes, discussing the matter with the cleaning operative who attended your property, examining any photographs or evidence you have provided, and, where appropriate, arranging a follow-up visit to inspect the area or item concerned.

We will consider your account of events alongside the information available to us, with the aim of reaching a fair and balanced conclusion. Throughout the process we will treat you with respect and courtesy, and we expect the same from all parties involved.

6. Our response and possible outcomes

After completing our investigation, we will provide you with a written response within the timescale indicated, or we will let you know if more time is needed and the reasons why. Our response will set out what we have investigated, our findings, whether your complaint is upheld in full, in part, or not upheld, and any steps we propose to take to put matters right.

Depending on the circumstances, possible outcomes may include a clear explanation or apology, a partial or complete re-clean of specific areas, practical corrective actions, or, where appropriate and at our discretion, a financial adjustment. Any remedy offered will take into account the nature of the service, the extent of any fault on our part, and relevant terms and conditions agreed at the time of booking.

7. If you remain dissatisfied

If you are unhappy with the outcome of your complaint, you may ask for the decision to be reviewed by a more senior member of our team, where available. Your request for a review should set out why you are dissatisfied with the initial outcome and any additional information you believe should be considered.

The reviewing manager will look again at the complaint, the investigation and the response, and will then issue a final decision. This internal review is the last stage of our complaints procedure.

8. Our commitment to fairness and improvement

Carpet Cleaners Belsize Park is committed to handling all complaints fairly, consistently and without discrimination. We do not treat customers differently because they have raised a concern. Information you provide in the course of a complaint will be handled sensitively and in line with our privacy responsibilities.

We regularly review complaints and feedback from customers across our service area to identify trends, training needs and opportunities to improve our carpet, rug and upholstery cleaning services. By following this procedure, you help us maintain high standards and deliver a reliable cleaning service for local homes and businesses.