Roehampton Carpet Cleaners Complaints Procedure

Roehampton Carpet Cleaners is committed to providing reliable, high quality carpet, rug and upholstery cleaning services across our service area. We understand that, on occasion, customers may feel that our service has not met their expectations. This Complaints Procedure explains how you can raise a concern, how we will respond, and the standards you can expect from us throughout the process.

Purpose of this Complaints Procedure

The purpose of this procedure is to provide a clear and fair method for resolving concerns about any aspect of our cleaning services. This includes issues such as the quality of cleaning, conduct of our operatives, timing of appointments, or any part of the booking and payment process. Our aim is to resolve complaints promptly and use the feedback to improve our services for all customers.

What We Class as a Complaint

A complaint is any expression of dissatisfaction, whether oral or written, which requires a response. Examples include situations where you believe we have:

Not delivered the service you booked or expected, for example incomplete carpet cleaning or missed areas.

Delivered a service below the standards we promised, such as visible marks left after cleaning that should reasonably have been treated.

Acted in a way you consider unprofessional or discourteous.

Caused damage to property or possessions during the course of our work.

Failed to follow our own procedures or agreed arrangements.

We encourage you to raise any concerns as soon as possible so that we can investigate while details are still fresh and, where appropriate, put things right quickly.

How to Make a Complaint

You can make a complaint in writing or by speaking to us. While we will accept complaints made verbally, we recommend that, where possible, you set out the details in writing so that there is a clear record of the issues you wish to raise. When making a complaint, please provide the following information:

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

The date and approximate time of the service.

A clear description of what went wrong and what you are dissatisfied with.

Any relevant photographs or evidence that may help us assess the situation, such as images of areas you believe have not been cleaned to a reasonable standard.

Details of any discussions you have already had with our cleaners or office team about the issue.

Any outcome you would consider fair, such as a re-clean of specific areas or a review of charges.

Time Limits for Raising a Complaint

We ask that complaints relating to cleaning quality or visible results are reported to us as soon as possible, ideally within 24 hours of the service taking place. Many cleaning results are time-sensitive, and prompt notification allows us to carry out a fair assessment and, where appropriate, arrange a revisit. Damage or loss should also be reported at the earliest opportunity once discovered.

Our Three-Stage Complaints Process

Stage One: Initial Review and Acknowledgement

Once we receive your complaint, we will record the details and acknowledge it. At this stage we may request further information if anything is unclear or if we need photographs or additional explanation to understand your concerns. A member of our team will carry out an initial review, which may involve speaking with the cleaners who attended your property and checking any relevant notes from your booking.

Stage Two: Investigation and Response

After the initial review, we will conduct a more detailed investigation where required. This may include discussing the matter with the cleaning team, reviewing the products and methods used, and, if necessary, arranging a site visit to inspect the areas in question. We will then provide you with a written or verbal response setting out:

Our understanding of your complaint.

The steps we have taken to investigate.

Our findings based on the evidence available.

Any proposed resolution or remedial action.

Where we consider your complaint to be justified, we may offer one or more of the following, depending on the circumstances:

A return visit to re-clean specific areas.

Guidance on further treatment where certain stains or wear cannot reasonably be removed.

A partial or, in rare cases, full adjustment to the service charge.

An apology and an explanation of measures taken to prevent a recurrence.

Stage Three: Further Review

If you remain dissatisfied after our response at Stage Two, you may request a further review. At this stage, the complaint will be reviewed by a senior member of our team who was not directly involved in the earlier investigation, where possible. They will consider all the evidence, including any additional information you provide, and issue a final response setting out our position.

Our Commitment to Fairness and Respect

We will treat all complaints seriously and handle them with courtesy and respect. We expect our staff to remain professional at all times, and we also ask customers to communicate with our team in a respectful manner. We will not tolerate abusive, threatening or discriminatory behaviour towards our staff, whether in person, by phone or in writing.

Using Complaints to Improve Our Service

Every complaint is an opportunity for us to review how we work and improve the quality and consistency of our carpet and upholstery cleaning across the area we serve. We regularly review complaint records to identify patterns, staff training needs and improvements to our procedures, equipment or cleaning solutions.

Limitations and Reasonable Expectations

While we strive to achieve the best possible results, it is important to recognise that some stains, odours or wear may be permanent and cannot be fully removed even with professional methods. During the complaints process, we will always be honest about what can realistically be achieved with the type of carpets and furnishings in your property. Our responses and any offered remedies will take into account the condition and age of the materials, as well as any pre-existing issues identified during the original service.

Confidentiality

All complaints will be handled in confidence. Information about your complaint will only be shared with those who need it in order to investigate and resolve the matter or to improve our internal processes. Your personal data will be handled in line with our data protection obligations.

Review of this Complaints Procedure

This Complaints Procedure is reviewed periodically to ensure it remains clear, fair and effective. Roehampton Carpet Cleaners may update or amend the procedure from time to time to reflect changes in our services, internal processes or relevant regulations. The version published on our website will always be the most current version in effect.