Complaints Procedure

Complaints Procedure for Carpet Cleaners Queen's Park

Carpet Cleaners Queen's Park is committed to providing reliable, professional carpet and upholstery cleaning services. We aim to deliver consistently high standards across all work in homes, offices, and commercial premises. However, we recognise that occasionally things can go wrong. This Complaints Procedure explains how you can raise any concerns, how we will handle your complaint, and what you can expect from us at each stage.

Purpose of this Complaints Procedure

The purpose of this procedure is to provide a clear, fair and accessible process for customers who are dissatisfied with any element of our service. This includes carpet cleaning, rug cleaning, upholstery cleaning, stain removal, end of tenancy work and any related customer service issues.

We use all complaints as an opportunity to review and improve our services across our local cleaning areas. By following this procedure, we aim to resolve issues promptly, transparently and respectfully.

Who Can Use This Procedure

This procedure can be used by any domestic or commercial customer who has booked or received services from Carpet Cleaners Queen's Park. You may raise a complaint whether you booked directly or via a managing agent, landlord, or other representative. If a third party raises a complaint on your behalf, we may need your permission to discuss details relating to the service.

What We Class as a Complaint

A complaint is any expression of dissatisfaction about the standard of service you have received or about the conduct of our staff or representatives. Examples include:

Concerns about the quality of carpet or upholstery cleaning work.

Damage allegedly caused during a visit.

Missed or significantly delayed appointments.

Unclear pricing or disagreements about charges.

Behaviour or attitude of cleaning operatives or office staff.

Health and safety concerns related to cleaning methods or products.

General feedback or suggestions that are not time sensitive may instead be treated as comments, but we still value and record this information.

How to Make a Complaint

We encourage you to raise any issues as soon as possible so that we can investigate effectively and put things right where appropriate. You may raise a complaint verbally or in writing. When making a complaint, please provide the following information where possible:

Your full name and, if applicable, the name of the person or business that made the booking.

The address where the cleaning service was carried out.

The date and approximate time of the appointment.

Details of the service booked, such as carpet cleaning, upholstery cleaning, or end of tenancy cleaning.

A clear description of your concerns, including any specific areas, rooms or items affected.

Any relevant photographs, reports or other evidence that may assist our investigation.

Whether you have raised this issue with anyone from our company previously and, if so, what response you received.

Our Complaints Handling Stages

Stage 1: Initial Informal Resolution

Where possible, we aim to resolve concerns informally and at the earliest opportunity. If you raise an issue during or immediately after the service, the operative or office representative will aim to address it directly. This might include inspecting the area again, carrying out additional cleaning steps, or providing clarification about methods and expected results.

If the issue cannot be resolved informally or you remain dissatisfied, your complaint will be escalated to the formal stage.

Stage 2: Formal Complaint Acknowledgement

Once we receive a formal complaint, we will acknowledge it within a reasonable time. In our acknowledgement we will confirm that we have received your complaint, explain who will be handling it, and outline what will happen next.

Stage 3: Investigation

Your complaint will be reviewed by an appropriate member of our team, who may:

Check booking records, job sheets and any previous communication.

Speak with the cleaning operative or supervisor who attended.

Review photographs or other material you have provided.

Arrange a follow-up visit to inspect the carpets, upholstery or premises, where appropriate and feasible.

We aim to complete our investigations as promptly as is reasonable, taking into account the nature and complexity of your complaint.

Stage 4: Outcome and Resolution

Once our investigation is complete, we will provide you with a clear response. This will include:

A summary of your complaint as we understand it.

Details of the investigation steps taken.

Our findings and conclusions.

Any proposed actions to resolve the matter, which may include additional cleaning work, practical solutions, apologies, or other appropriate remedies.

Where a complaint is not upheld, we will explain the reasons based on the evidence available.

Follow-Up and Further Review

If you are not satisfied with the outcome, you may request a further review. At this point, where possible, a different member of the management team will re-examine the complaint, the investigation and the decision. They may request additional information or clarification from you or from staff involved.

After this review, we will confirm our final position. We will always explain clearly how we have reached our decision.

Our Commitment to Fairness

Throughout the process, we are committed to handling your complaint fairly, respectfully and without discrimination. Raising a complaint will not affect your ability to use our services in the future. We ask that all communication remains courteous and that our staff are treated with respect.

Time Limits for Complaints

We recommend that complaints are raised as soon as possible after the service date, ideally within a reasonable period. This helps ensure that we can accurately assess the condition of carpets or upholstery and review all relevant information. While we will consider complaints raised later, our ability to investigate and resolve issues may be more limited.

Data Protection and Confidentiality

All complaints are handled in line with our data protection obligations. Information you provide will be used only for the purpose of handling and reviewing your complaint and for improving our services. We will share details of your complaint only with staff who need this information to respond and investigate appropriately.

Continuous Improvement

Complaints and customer feedback are recorded and monitored so that we can identify any recurring issues across our service area. We use this information to improve staff training, cleaning methods, quality checks and communication with customers. Our goal is to enhance the reliability and quality of carpet and upholstery cleaning for all current and future clients of Carpet Cleaners Queen's Park.