Acton Carpet Cleaners Complaints Procedure
Acton Carpet Cleaners is committed to delivering reliable and professional carpet, rug and upholstery cleaning services. We aim to complete every job to a high standard and to deal with any concerns promptly, fairly and consistently. This Complaints Procedure explains how you can raise an issue, what information we need from you, and how we will respond and work towards a resolution.
Purpose of this Complaints Procedure
The purpose of this Complaints Procedure is to provide a clear and simple process for customers who are dissatisfied with any aspect of our cleaning services. This includes work carried out in homes, offices and other premises within our service area. We use all feedback, including complaints, to improve our staff training, equipment, and overall service quality.
What We Class as a Complaint
A complaint is any expression of dissatisfaction about our services, whether it is justified or not. This can include, but is not limited to:
Concerns about the quality of carpet, rug or upholstery cleaning.
Damage you believe was caused to your property during our visit.
Missed or significantly delayed appointments.
Concerns about the conduct, attitude or behaviour of a member of staff or contractor.
Issues with how your booking, pricing or payment has been handled.
We encourage you to raise any concern as soon as possible after the event so that we can investigate while the details are still clear and, where appropriate, inspect the work carried out.
How to Make a Complaint
You can make a complaint verbally or in writing. If you raise an issue with a cleaner while they are on site, they will do their best to resolve it immediately. If this is not possible, or if you remain unhappy, you can escalate your complaint to our office.
When making a complaint, please provide as much detail as you can, including:
Your full name and the address where the cleaning took place.
The date and approximate time of the service.
A description of the service booked, such as carpet cleaning, upholstery cleaning or end of tenancy work.
Clear details of what went wrong or why you are dissatisfied.
Photographs where relevant, especially in cases involving alleged damage or unsatisfactory results.
Any supporting information, such as written instructions you gave to the cleaner, or quotes and invoices related to the job.
Providing detailed information helps us investigate your complaint thoroughly and respond more efficiently.
Timescales for Making a Complaint
We ask that you raise any complaint within a reasonable period. For matters related to cleaning quality or visible results, you should contact us as soon as possible and generally within 48 hours of the service. For concerns about conduct, scheduling or communication, please raise your complaint within seven days of the incident. Complaints raised after a long delay may be more difficult to investigate fully, but we will still review the matter wherever possible.
How We Handle Your Complaint
When we receive your complaint, we will follow these stages:
Acknowledgement. We will confirm that we have received your complaint and will begin reviewing the details. If your complaint is received while our office is closed, we will acknowledge it on the next working day.
Initial Review. A member of our management team will examine the information you have provided, along with any notes from the booking, job sheets and staff reports. We may contact you to clarify details or request additional information or photographs.
Inspection if Required. For complaints about the quality of cleaning, staining or possible damage, we may arrange a visit to inspect the area in person. This enables us to see the condition of carpets or upholstery and assess the most appropriate next steps.
Decision and Outcome. Once our investigation is complete, we will contact you to explain our findings and any actions we propose to take. We aim to reach an initial decision within ten working days, depending on the complexity of the complaint and the availability of inspection appointments.
Possible Resolutions
Depending on the nature of the complaint and the outcome of our investigation, we may offer one or more of the following resolutions:
A clear explanation or further information about what has occurred and why.
A return visit to re-clean specific areas at no additional cost where work is assessed as below our usual standards.
Practical advice about stain treatment or ongoing care of your carpets and upholstery.
A partial or full refund where this is appropriate and justified by the circumstances.
A goodwill gesture where we consider this reasonable to restore your confidence in our service.
Where damage is alleged, we will assess whether our work could reasonably have caused the issue, taking into account the age and condition of the item, pre-existing wear or staining, and any manufacturer guidelines.
Escalating Your Complaint
If you are not satisfied with the outcome of our initial investigation, you may ask for your complaint to be reviewed by a senior member of management. In your request, please explain why you are unhappy with the initial decision and what outcome you are seeking. The senior review will consider all available evidence and may ask for additional information before confirming a final position. We will make every effort to complete this review within ten working days of your escalation request.
Our Commitment to Fairness and Improvement
Acton Carpet Cleaners treats all complaints seriously and confidentially. We will handle your information in line with our general privacy and data practices and will only share details with staff who need them in order to investigate and respond to your complaint. We regularly review complaints to identify patterns, training needs or areas where our processes and communication can be improved. Your feedback helps us to maintain and raise the standard of our carpet, rug and upholstery cleaning services across our service area.
