Complaints Procedure for Carpet Cleaning E1

This Complaints Procedure explains how customers can raise concerns about our carpet, upholstery, and related cleaning services, and how those concerns will be handled. Our aim is to resolve every complaint promptly, fairly, and transparently, while using feedback to improve our services across the E1 area.

Our Commitment to You

We are committed to providing a consistent, high standard of professional cleaning. If something goes wrong, we want to know about it so we can put it right. Every complaint is taken seriously, fully investigated, and handled with respect and confidentiality.

We aim to:

Respond to all complaints in a timely and courteous manner.

Listen carefully to your concerns and understand what outcome you are seeking.

Investigate issues thoroughly and objectively.

Provide a clear response, including any corrective action we will take.

Use your feedback to improve our services in the E1 community.

What Counts as a Complaint

A complaint is any expression of dissatisfaction about our services, staff, appointments, or communication, whether justified or not. This may include, for example:

The standard or result of carpet, rug, or upholstery cleaning.

Damage or perceived damage to items or property following a visit.

Missed or delayed appointments and poor timekeeping.

Unclear pricing, charges you did not expect, or billing concerns.

The conduct, attitude, or behaviour of our cleaners or office team.

Issues with follow-up, guarantees, or aftercare advice.

How to Make a Complaint

You can raise a complaint verbally or in writing. While we are happy to discuss concerns in person or by phone, we recommend making a written complaint where possible so there is a clear record of the issue and the outcome you are looking for.

When you make a complaint, please include the following details so we can investigate effectively:

Your full name and the address where the service was carried out.

The date of the cleaning visit and, if known, the time and name of the operative.

A clear description of what went wrong and how it has affected you.

Any supporting information, such as photographs or invoices.

Your preferred resolution, such as a re-clean, partial refund, or explanation.

Time Limits for Complaints

To help us investigate fairly and accurately, we ask that complaints about the standard of cleaning or any resulting issues are raised as soon as reasonably possible after the service, ideally within 7 days of the visit. Complaints made later than this may be harder to assess objectively, but we will still review them and respond where we can.

How We Handle Your Complaint

Once we receive your complaint, we will follow a clear process to keep you informed at every stage.

1. Acknowledgement

We will acknowledge your complaint promptly. If you make the complaint in writing, we will confirm that we have received it and advise you of the next steps and expected timescales.

2. Investigation

Your complaint will be passed to a responsible person, usually a manager, who will review all relevant details. Depending on the nature of the complaint, the investigation may include:

Speaking with the operative or team who attended your property.

Reviewing job notes, booking records, and any photographs taken.

Assessing the condition of the areas cleaned, where a revisit is appropriate.

Considering any industry standards and our own internal policies.

3. Outcome and Response

After the investigation, we will provide a clear response, explaining:

Our understanding of the issue you raised.

The findings of our investigation.

Any steps we have already taken.

Any proposed remedy or goodwill gesture.

We aim to provide a full response within a reasonable timeframe, bearing in mind the need for a proper and fair investigation. If there is any unavoidable delay, we will let you know and keep you updated.

Possible Resolutions

Where a complaint is upheld, we will seek a resolution that is fair and proportionate to the issue. Depending on the circumstances, this may include one or more of the following:

Offering a re-clean of the affected areas.

Providing advice on aftercare or appropriate expectations for certain materials.

Agreeing a partial or full refund, where appropriate.

Issuing an apology and explanation.

Taking internal action, such as further staff training or procedural changes.

Where a complaint is not upheld, we will explain our reasoning clearly and provide any supporting information that may help you understand the decision.

If You Are Not Satisfied

If you are unhappy with the initial outcome, you may ask for your complaint to be reviewed. This review will be handled by a senior member of our team who was not directly involved in the original investigation, where possible. They will reassess the complaint, the evidence, and the response, and will provide a final decision.

Confidentiality and Data Protection

All complaints are handled in confidence. We only share information within our company on a need-to-know basis in order to investigate and resolve your concerns. Any personal information you provide will be stored and processed in accordance with our data protection responsibilities.

Continuous Improvement

Every complaint is an opportunity to improve. We regularly review complaints data to identify recurring issues and trends, and we use this information to refine our training, cleaning methods, equipment, and customer service across the E1 area. Our goal is to reduce the likelihood of similar issues arising in the future and to maintain high standards for all customers.

By setting out this Complaints Procedure clearly, Carpet Cleaning E1 aims to give you confidence that your concerns will be listened to and addressed in a fair, timely, and professional way.