Complaints Procedure

Complaints Procedure for Richmond upon Thames Carpet Cleaners

Richmond upon Thames Carpet Cleaners is committed to delivering reliable, high quality carpet, upholstery and hard floor cleaning services across the local area. On the rare occasion that something does not meet your expectations, we want to resolve it promptly and fairly. This complaints procedure explains how you can raise a concern, how we will respond, and what you can do if you are not satisfied with the outcome.

Purpose and scope of this complaints procedure

This procedure applies to all residential and commercial customers who use our cleaning services, including one-off visits, end of tenancy cleans and regular maintenance work. It covers concerns about the standard of cleaning, staff conduct, scheduling or administrative issues, and any other aspect of the service you have received from Richmond upon Thames Carpet Cleaners.

We treat all complaints seriously. Our aims are to put things right where we have made a mistake, to explain clearly what has happened, and to learn from feedback so we can continually improve our services in the Richmond upon Thames area.

What we define as a complaint

A complaint is any expression of dissatisfaction about our services, whether you consider the issue to be minor or serious. You do not need to use the word complaint for this procedure to apply. Concerns raised shortly after a visit, particularly about the cleaning results, give us the best opportunity to inspect and correct any issues quickly.

How to make a complaint

You can raise a complaint using any written method you prefer. This may include traditional post or any written communication channel already used to arrange your booking. When contacting us, please provide:

The name the booking was made under

The service address and approximate date and time of the clean

A clear description of what went wrong or what you are unhappy with

Any relevant supporting information, such as photographs taken soon after the visit or notes of conversations with our team

Providing accurate details helps us investigate quickly and thoroughly.

Timescales for raising complaints

We encourage you to contact us as soon as possible after the service, ideally within 48 hours for issues relating to cleaning quality. This is because carpets, rugs and upholstery can be walked on, vacuumed or treated by others after our visit, which may affect the condition of the items and makes it more difficult to assess the original work. For complaints relating to conduct, courtesy, timekeeping or administration, you should raise your concern as soon as reasonably possible after the event.

How we will handle your complaint

Once we receive your complaint, we will follow a clear, consistent process:

Acknowledgement

We will acknowledge your complaint in writing. This will usually be within three working days. In the acknowledgement we will confirm that we have logged your complaint, outline the next steps and give an indicative timescale for our full response.

Investigation

A member of our management team will review the information you provided along with internal records of the booking, including any notes taken by the cleaning operatives. Where appropriate, we may contact you to request further details or clarification. In some cases, we may arrange a follow up visit to inspect the areas or items cleaned.

Response and outcome

We aim to provide a full written response within ten working days of acknowledging your complaint. If the matter is complex and requires more time, we will inform you of the reason for the delay and provide an updated timescale. Our response will explain our findings, set out any actions we will take and, where relevant, include any recommendations for avoiding similar issues in the future.

Possible resolutions

Where our investigation shows that we have not met our usual standards, we will seek to provide a fair and reasonable resolution. Depending on the circumstances, this may include one or more of the following:

Offering to re-clean specific areas or items within a reasonable time frame

Providing practical advice or guidance on aftercare to help improve results

Offering a partial or full refund where appropriate

Providing a goodwill gesture, such as a discount on a future service

Taking internal action, such as additional staff training or changes to our procedures

Any resolution will be based on the evidence available, the nature of the issue and the condition of the items concerned.

When a re-clean may not be possible

Some marks, stains or wear cannot be removed by carpet or upholstery cleaning, even when using professional equipment and solutions. If our technicians have advised that full stain removal is unlikely, and the results match what could reasonably be expected, this may not be treated as a service failure. Additionally, if items have been treated, altered or damaged after our visit, this may limit the options available for a re-clean or other remedy.

Escalating your complaint

If you are not satisfied with the outcome of your complaint, you may ask for it to be reviewed by a senior member of the management team. When requesting a review, please explain which parts of the decision you disagree with and why, and provide any additional information you believe is relevant.

The senior manager will reassess the complaint, review the original investigation and any new information provided, and issue a final written response. This will normally be provided within ten working days of your escalation request, unless we notify you otherwise.

Confidentiality and data protection

All complaints are handled in confidence and in line with applicable data protection requirements. Information is only shared internally with those who need it to investigate and respond to your complaint. We retain records of complaints and outcomes for a reasonable period so that we can monitor performance, identify recurring issues and improve our cleaning services across Richmond upon Thames and surrounding areas.

Our commitment to continuous improvement

Feedback from customers, including complaints, is an important part of how we maintain and improve the quality of our carpet and upholstery cleaning. Richmond upon Thames Carpet Cleaners reviews complaint trends regularly and uses this information to refine staff training, equipment choices and service procedures. By following this complaints procedure, you help us understand what matters most to you and ensure that we continue to meet the expectations of households and businesses in the area.