Complaints Procedure for Carpet Cleaner Fulham

Carpet Cleaner Fulham aims to provide reliable, high quality cleaning services for homes and businesses. We recognise that, on rare occasions, things may not go as planned. This Complaints Procedure explains how you can raise a concern, how we will respond, and what you can expect from us throughout the process.

Purpose of this Complaints Procedure

This procedure is designed to ensure that any concern about our carpet, upholstery or general cleaning services is handled fairly, promptly and consistently. We use feedback, including complaints, to improve our standards and prevent similar issues from happening again. You will never be treated unfavourably for making a complaint in good faith.

What We Class as a Complaint

A complaint is any expression of dissatisfaction with our services, whether justified or not, where you ask us to investigate and respond. Examples include:

Concerns about the quality or effectiveness of a clean, such as stains not treated to a reasonable standard.

Issues with punctuality, missed appointments or repeated rescheduling.

Concerns about conduct, attitude or professionalism of a cleaner or representative.

Disputes over work scope, pricing, invoicing or payment terms.

Possible damage to carpets, upholstery, flooring or other property that you believe may be linked to our work.

This procedure does not cover routine booking changes, general enquiries, or informal comments that do not require a formal investigation.

How to Make a Complaint

You can raise a complaint in writing. Written complaints help us understand the issue clearly and reduce the chance of misunderstanding. When submitting a complaint, please include:

Your full name and, if relevant, the name of the person on whose behalf you are complaining.

The property address where the service was carried out.

The date and approximate time of the service and, if known, the name of the cleaner or team.

A clear description of what went wrong and what outcome you are seeking, for example a re-clean or an explanation.

Any supporting information, such as photos of the affected area or a copy of an invoice, if available.

Time Limits for Raising a Complaint

For issues relating to service quality or visible results, we ask that you contact us as soon as reasonably possible, ideally within 48 hours of the work being completed. This allows us to inspect the work while conditions are still comparable and increases the chances of a practical resolution.

For other matters, such as billing concerns or communication problems, please contact us within a reasonable time after becoming aware of the issue. While we will always try to assist, delays in reporting may limit the options available.

How We Handle Your Complaint

We treat all complaints seriously and handle them in the following stages.

Stage 1: Acknowledgement

We aim to acknowledge your complaint promptly after receiving it. In this acknowledgement, we will confirm that we have received your complaint and outline the next steps in the process.

Stage 2: Investigation

A manager or senior representative will review the details you have provided and may:

Check our records, including appointment notes and job reports.

Speak to the cleaner or team member involved.

Request further information, clarification or photographs from you.

Arrange, where appropriate and feasible, a visit to inspect the area or items in question.

We aim to complete our initial investigation within a reasonable timeframe. If the matter is complex or requires more time, we will keep you informed about any delays and when you can expect an update.

Stage 3: Response and Outcome

Once the investigation is complete, we will provide you with a clear and written response. This will normally include:

A summary of your complaint and the issues you raised.

Details of the investigation and any relevant findings.

Our decision and the reasons for that decision.

Any proposed resolution, which may include a re-clean of affected areas, a partial or full adjustment to the invoice, an explanation of what occurred, or other appropriate steps.

All resolutions are decided on a case by case basis, taking into account the nature of the complaint, the condition of the items cleaned, and the scope of work originally agreed.

Further Review of Your Complaint

If you are unhappy with the outcome at Stage 3, you may request a further review. In your request, please explain which aspects of the decision you disagree with and provide any additional information you believe has not yet been considered.

Where possible, a different senior representative will review the earlier decision, the evidence gathered, and any new information you provide. We will then issue a final response, confirming whether the original decision is upheld or varied, and outlining the reasoning.

Our Commitments When Handling Complaints

When you raise a complaint with Carpet Cleaner Fulham, you can expect that:

You will be treated with courtesy and respect at all times.

Your complaint will be handled impartially and, where possible, by someone not directly involved in the original matter.

We will focus on facts, evidence and the terms of the service agreed.

We will maintain confidentiality, sharing information only with staff who need it to handle the complaint.

We will record complaints to help monitor performance and identify areas for improvement.

Limits to Our Responsibility

While we always aim to deliver excellent cleaning results, the outcome of any clean can be affected by the age, condition and previous treatment of carpets, rugs, upholstery and other materials. Some permanent marks or damage may not be removable, even with professional methods and equipment.

Where pre existing wear, fading, damage or staining is present, we will not usually be liable for failing to restore items to a condition that is not realistically achievable, or for issues clearly caused by factors beyond our control. However, we will always investigate concerns carefully and explain our findings clearly.

Using Feedback to Improve Our Services

All complaints and serious concerns are recorded and reviewed periodically to identify patterns, training needs and opportunities to refine our cleaning processes, equipment choices and customer communication. By raising issues with us, you help Carpet Cleaner Fulham maintain and improve the level of service offered to customers throughout the local area.

Review of this Complaints Procedure

This Complaints Procedure is reviewed from time to time to ensure it remains clear, fair and effective. Any updated version will apply to new complaints from the date it is published. We encourage customers to read this page in full before submitting a formal complaint so that expectations are clear for both parties.