Battersea Carpet Cleaning Complaints Procedure

At Battersea Carpet Cleaning, we aim to deliver a reliable, high quality cleaning service for homes and businesses across our service area. We recognise that, on occasion, things may not go as planned. When this happens, we want to know so we can put things right, learn from what occurred, and improve our services. This Complaints Procedure explains how you can raise a concern with us, how we will handle your complaint, and what you can expect at each stage.

Purpose of this Complaints Procedure

This procedure is designed to provide a clear and fair process for dealing with complaints about our cleaning services, our staff, or any aspect of your experience with Battersea Carpet Cleaning. We aim to resolve problems promptly, courteously, and in a way that is transparent for all customers in our local service area.

What We Class as a Complaint

A complaint is any expression of dissatisfaction, whether spoken or written, where you expect a response from us. This can include concerns about the standard of cleaning, the conduct of our cleaners, punctuality or missed appointments, damage or perceived damage to property or belongings, or any aspect of our booking, payment, or customer service processes.

We welcome complaints as an opportunity to review our performance and raise standards. Making a complaint will not affect your right to use our services in the future.

How to Make a Complaint

You can make a complaint in the way that is easiest for you. We accept complaints raised verbally in person or by phone, or in writing by letter or through any online contact form we provide. When raising a complaint, please provide as much detail as possible, including your full name, the address where the service was carried out, the date and approximate time of the clean, a clear description of the issue, and any supporting information such as photographs or notes.

Where possible, we encourage you to raise any issue as soon as you become aware of it. If you are unhappy with an ongoing service, please tell us promptly so we have the opportunity to correct it at the earliest stage.

Our Complaints Handling Stages

Stage 1: Initial Review and Acknowledgement

Once we receive your complaint, we will log it in our internal system and arrange for it to be reviewed by an appropriate member of our team. We will acknowledge your complaint within a reasonable period, usually within three working days. Our acknowledgement will confirm that we have received your complaint, outline the next steps, and let you know who is handling the matter.

Stage 2: Investigation

We will then carry out a fair and proportionate investigation. This may include reviewing job notes and schedules, speaking to the cleaners who attended your property, and examining any photos or documents you have provided. If necessary, we may contact you for further information or to clarify points. In some cases, we may suggest a site visit to inspect the area or items concerned.

We aim to complete our investigation and respond fully within ten working days of acknowledging your complaint. If, due to complexity or availability of information, we need more time, we will let you know and provide an updated timescale.

Stage 3: Response and Outcome

After the investigation, we will send you a written response setting out our findings, any conclusions we have reached, and, where appropriate, the steps we propose to resolve the matter. This may include a repeat or corrective clean, partial or full refund where justified, a credit towards future services, or another practical solution. Where we find that the service met our standards, we will explain our reasoning clearly and respectfully.

Stage 4: Escalation

If you are not satisfied with the outcome at Stage 3, you may request that your complaint be escalated for a further review. A senior member of our management team, who has not been involved in the original investigation, will reassess the complaint, review all evidence, and consider whether the decision and outcome were reasonable and fair.

We will aim to complete this review and provide a final response within ten working days of your escalation request. This final response will confirm our position and any further actions we are willing to take.

Time Limits for Making a Complaint

To allow us to investigate effectively, we ask that complaints relating to the quality of cleaning be raised as soon as possible, and ideally within seven days of the service taking place. Concerns about damage should be reported immediately when noticed, and no later than seven days after the service date. While we will always consider complaints raised later than this, it may be more difficult to verify what occurred and to reach a satisfactory resolution.

Your Responsibilities During the Process

We ask that you treat our staff with courtesy and respect throughout the complaints process. We expect all communication to be free from abusive, threatening, or discriminatory language or behaviour. In return, we are committed to handling your complaint professionally, listening carefully to your concerns, and communicating clearly and honestly at all times.

Confidentiality and Data Protection

All complaints are handled in confidence. Information you provide will only be shared with those who need it in order to investigate and resolve the matter. We will store and process your personal data in line with applicable data protection requirements, and we will not share your information with third parties for marketing purposes as a result of making a complaint.

Using Feedback to Improve Our Services

We record and monitor complaints to identify patterns and areas for improvement across Battersea Carpet Cleaning. This may lead to additional training for cleaners, changes to our cleaning methods, adjustments to our booking and scheduling processes, or updates to our customer service procedures. By telling us about any problem you experience, you help us enhance the reliability, consistency, and quality of our cleaning services throughout the area we serve.

Review of This Complaints Procedure

We review this Complaints Procedure regularly to ensure it remains clear, effective, and in line with good practice. Any changes will apply to future complaints and will be made available through our usual customer information channels.

If you have any questions about this Complaints Procedure or are unsure how to raise a concern, please contact us and we will be happy to guide you through the process.