Complaints Procedure for Chiswick Carpet Cleaners

This Complaints Procedure explains how customers can raise concerns about the services provided by Chiswick Carpet Cleaners and how those concerns will be handled. We aim to provide a clear, fair and timely process so that any issues relating to carpet, upholstery or other specialist cleaning work are resolved professionally.

Our Commitment to Handling Complaints

Chiswick Carpet Cleaners is committed to delivering high standards of customer care across all of our cleaning services. When something goes wrong, we want to know about it and we take every complaint seriously. All complaints are logged, reviewed and used to improve our services and staff training.

We will handle your complaint in a polite, respectful and non-discriminatory way. We will listen carefully, investigate thoroughly, and respond with clear information about the outcome and any actions we will take.

What This Procedure Covers

This procedure applies to complaints about any service carried out by Chiswick Carpet Cleaners, including but not limited to:

Carpet and rug cleaning, upholstery and sofa cleaning, stain and odour treatment, end of tenancy cleaning relating to soft furnishings, and other domestic or commercial cleaning services we provide.

It covers concerns about the quality of work, the conduct or professionalism of our cleaners, damage or loss related to our work, missed or delayed appointments, and communication issues before, during or after a booking.

How to Make a Complaint

We encourage customers to raise any concern as soon as possible after the issue arises. This allows us to investigate while details are still fresh and, where appropriate, to inspect the work that has been completed.

You can make a complaint by contacting us through your usual method of communication with Chiswick Carpet Cleaners. Please clearly state that you wish to make a complaint and provide the following information where possible:

The date the service took place, the address where the service was carried out, a description of the service booked, a clear explanation of what went wrong or why you are dissatisfied, any steps already taken to resolve the matter, and any supporting information, such as photographs of areas of concern.

If someone else is making a complaint on your behalf, we may need confirmation from you that they have your permission to act for you.

Time Limits for Raising a Complaint

We ask that complaints about our cleaning services are raised within a reasonable time. As a guide, complaints relating to workmanship, visible results or conduct on the day of service should normally be raised within seven days of the service date. Complaints about damage or loss should be raised as soon as possible once you become aware of the issue.

Complaints raised after a long delay may be more difficult to investigate fully, and this may affect the options available for resolution. However, we will always consider the individual circumstances of each case.

What Happens After You Make a Complaint

Once we receive your complaint, we will acknowledge it and begin our internal review. We aim to acknowledge all complaints promptly and to keep you informed of our progress.

Our investigation may include reviewing booking and job records, speaking with the cleaners who attended your property, examining any photographs or evidence you have supplied, and where appropriate, offering a follow-up visit to inspect the affected areas.

After the investigation, we will send you a response explaining our findings and any proposed resolution. We aim to provide a full response within a reasonable timeframe, depending on the nature and complexity of the complaint.

Possible Outcomes and Resolutions

Our goal is always to reach a fair and practical outcome. Depending on the circumstances, possible resolutions may include:

Providing a re-clean of the affected area where reasonable and appropriate, offering advice on further treatment where stains or wear cannot be fully removed, agreeing a partial or full refund where justified, or offering another form of goodwill gesture where we consider it appropriate.

We will explain the reasons for our decision, including where we conclude that the service was delivered with reasonable care and skill and no further action is required.

Situations That May Affect the Outcome

There are some situations where our ability to resolve a complaint in the way requested may be limited. For example, where carpets or upholstery are heavily soiled or permanently stained prior to cleaning, where there is pre-existing damage, wear or discolouration, or where manufacturer instructions or fibre types limit the methods and results that can safely be achieved.

We will always do our best to explain any such limitations in advance, but they may affect what is possible even when a complaint arises. Our responsibility will be assessed in line with what a reasonably competent cleaning company can achieve in the circumstances.

If You Are Unhappy With the Outcome

If you do not agree with our response, you should let us know and explain why you remain dissatisfied. We will arrange for a further review of your complaint, which may be carried out by a more senior member of our team who was not directly involved in the original decision.

Following this review, we will confirm our final position. At this stage, we will have taken all reasonable internal steps to resolve the matter.

Use of Complaints to Improve Our Service

Every complaint we receive is recorded and reviewed periodically so that we can identify patterns or recurring issues. This helps Chiswick Carpet Cleaners to improve staff training, cleaning techniques, equipment choices, booking processes and customer communication throughout our service area.

By giving us feedback, even when it is negative, you help us maintain and raise the standards of our carpet and upholstery cleaning services.

Confidentiality and Data Protection

All complaints are handled in line with our data protection obligations. Information you provide will be used only for investigating and resolving your complaint, managing your booking and improving our services. Complaint records are stored securely and accessed only by staff who need the information to perform their role.

Review of This Complaints Procedure

This Complaints Procedure is reviewed regularly to ensure that it remains appropriate, clear and effective for our customers. Chiswick Carpet Cleaners may update this procedure from time to time to reflect changes in our services, our operations or applicable guidance. The version published on our website will always be the most current.