Complaints Procedure

Complaints Procedure for Carpet Cleaning Catford

Carpet Cleaning Catford is committed to delivering reliable, professional carpet and upholstery cleaning services. 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, how we will respond, and the steps we will take to resolve the matter fairly and promptly.

Our Commitment to You

We aim to provide a service that is courteous, efficient and of consistent quality across all jobs. When something goes wrong, we appreciate the opportunity to put it right. All complaints are taken seriously, handled confidentially, and used to improve our services and staff training wherever appropriate.

We will always try to resolve issues informally and quickly, but where this is not possible, this formal procedure will apply. You will never be charged for making a complaint or for our investigation of your concerns.

What Counts as a Complaint

A complaint is any expression of dissatisfaction about our services, staff conduct, communication or the way we have handled a previous concern. This may include, for example:

Concerns about the standard or quality of cleaning work carried out on carpets, rugs, upholstery or other soft furnishings. Issues relating to punctuality, reliability, or how appointments were scheduled or managed. Dissatisfaction with the attitude, behaviour or professionalism of any member of our team. Disagreement with how a previous concern was addressed or resolved. Concerns about how we have handled your personal information or access to your property.

If you are unsure whether your concern is a complaint, please raise it with us. We will help you understand the options available and guide you through the process.

How to Make a Complaint

You can make a complaint in writing or verbally. Written complaints are generally easier for both parties to track and review. When making a complaint, please provide as much detail as possible, including:

Your full name and the address where the service was carried out. The date and approximate time of the service or incident. A clear description of what went wrong and what outcome you are seeking. Any relevant photographs or supporting information that helps to explain the issue.

If you make a complaint verbally, we may ask you to confirm key details in writing so there is a clear record of your concerns and our agreed next steps.

Timescales for Acknowledgement and Response

We aim to acknowledge all complaints as quickly as possible. Our standard timescales are:

Acknowledgement of your complaint within three working days of receipt. A full response, or an update on our progress, within ten working days of acknowledgement.

If your complaint is complex, involves multiple visits, or requires input from third parties such as product suppliers, we may need more time. In such cases, we will keep you informed about the reasons for any delay and provide revised timeframes for our response.

How We Investigate Complaints

Once your complaint is received, it will be reviewed by a member of our management team who was not directly involved in the original work where possible. Our investigation may include:

Reviewing your original booking details, service notes and any photographs taken before and after the work. Speaking with the cleaning technician or team who attended your property. Requesting further information or clarification from you where needed. Arranging a follow up visit to inspect carpets, upholstery or other areas of concern, with your agreement.

We will assess whether our service met our stated standards and whether industry best practices were followed. We will then decide on appropriate actions and remedies if we find that we have fallen short.

Possible Outcomes and Remedies

Depending on the nature of your complaint and the findings of our investigation, we may offer one or more of the following remedies:

A clear explanation of what happened, why it occurred and what we will change to prevent a similar issue in future. A return visit to re clean the affected areas, where this is appropriate and technically feasible. An alternative solution where rework is not suitable, for example if further cleaning would risk damage. A partial or full refund where justified by the circumstances and the level of service received.

Any remedial work offered will be arranged at a mutually convenient time. Where practical, we will ask you to confirm in writing that you are satisfied with the outcome once the matter is resolved.

If You Are Not Satisfied With the Outcome

If you remain unhappy after we have provided our final response, you may ask for a further review by a senior member of the team who was not involved in the initial investigation. During this review, we will reassess your complaint, our investigation notes and the outcome previously offered.

We will then write to you with a final position, explaining our decision and the reasons behind it. At this point, we will usually consider the complaint closed, unless new and significant information comes to light.

Your Responsibilities When Making a Complaint

To help us resolve your complaint efficiently and fairly, we ask that you:

Raise your concerns as soon as reasonably possible after the service has taken place. Provide accurate and complete information about the issue and any relevant circumstances. Allow us reasonable access to your property, where required, to inspect and address the problem. Treat our staff with courtesy and respect throughout the process.

We reserve the right to end communication where a complainant behaves in a threatening, abusive or unreasonable manner. In such cases, we may communicate in writing only, or cease further contact except as legally required.

Using Complaints to Improve Our Service

We view each complaint as an opportunity to learn and improve. All complaints are recorded and periodically reviewed to identify recurring issues, training needs and changes we can make to our processes, equipment or products. This approach helps us maintain consistent standards across all carpet and upholstery cleaning work we undertake in and around Catford.

By following this Complaints Procedure, we aim to ensure that your concerns are listened to, investigated carefully and resolved in a way that is transparent, fair and proportionate to the problem raised.