Complaints Procedure for Carpet Cleaning BR3

This complaints procedure explains how customers of Carpet Cleaning BR3 can raise concerns about our carpet, upholstery and related cleaning services, and how we will handle and resolve those concerns. Our aim is to deal with every complaint fairly, promptly and in a way that is easy for you to understand.

Our Commitment to Handling Complaints

We take all feedback seriously and see complaints as an opportunity to improve our services. If you are unhappy with any aspect of our work, the conduct of our staff or the way your booking was managed, we want to know. We will listen carefully, investigate what went wrong and work with you to reach a fair outcome.

We are committed to:

Responding to complaints in a timely manner, keeping you informed at each stage, treating every customer with respect and courtesy, and using your feedback to prevent similar issues occurring again.

What You Can Complain About

You can use this procedure to complain about any part of our carpet and upholstery cleaning service. This includes:

The standard or quality of cleaning provided, damage or alleged damage to property or belongings, lateness, missed appointments or communication failures, behaviour or conduct of cleaning staff, accuracy of quotations or invoices, and any aspect of our customer service before, during or after the visit.

If you are unsure whether your concern is covered, please still raise it with us. We will let you know how we can help and whether another process might be more suitable.

How to Make a Complaint

You can make a complaint using any written method you find convenient. Please include your name, service address, the date of the clean and a clear description of what has gone wrong. If relevant, you may also include photographs or other supporting information, such as notes taken on the day.

We encourage you to raise your concern as soon as possible after the cleaning visit, ideally within a few days. This helps us investigate effectively and take any practical steps, such as inspecting the work or revisiting the property where appropriate.

Information to Provide

To help us review your complaint quickly and fairly, please provide as much detail as you can, including:

Your full name and the service address, the date and approximate time of the appointment, a description of the work booked and carried out, a clear explanation of what you are unhappy about, when you first noticed the issue, and what you would consider a reasonable solution where possible.

The more clearly you can describe the problem, the easier it is for us to investigate and respond.

Initial Acknowledgement

Once we receive your complaint, we will acknowledge it in writing. In this acknowledgement, we will confirm that we have received your concerns, outline the next steps, and give an estimated timescale for our investigation and response. If we need more information to understand the issue properly, we may ask you some follow-up questions.

Investigation of Your Complaint

Your complaint will be reviewed by a senior member of our team who was not directly responsible for the original work wherever possible. The investigation may include:

Reviewing your booking details and any notes from the day, speaking with the cleaning technicians involved, examining any photographs or evidence you have provided, and considering any applicable guidance, internal standards or guarantees that apply to your booking.

In some situations, we may request a follow-up visit to inspect the issue in person. This can help us understand what has happened and whether any additional work is needed.

Our Response and Resolution

After the investigation, we will send you a written response explaining our findings. This response will aim to be clear, balanced and based on the evidence available. Where your complaint is upheld in full or in part, we will propose a suitable resolution. Depending on the circumstances, this may include:

A repeat or additional clean of the affected areas, practical remedial work where appropriate, a partial or full refund in line with our terms, or an explanation and, where relevant, an apology.

If we do not uphold your complaint, we will explain the reasons for our decision. Our goal is to ensure you understand how we reached our conclusion, even if you do not fully agree with it.

Timeframes

We aim to resolve most complaints within a reasonable timeframe from receiving all the necessary information. Complex matters, such as disputed damage or issues involving external parties, may take longer. If this happens, we will keep you updated on progress and let you know when you can expect a further response.

If You Are Still Unhappy

If you are not satisfied with the outcome of your complaint, you may ask for a further internal review. A different senior team member will look again at the details of your complaint, our investigation and our initial decision. They will then provide a final written response setting out their findings and the reasons for the final position.

Recording and Using Complaint Feedback

All complaints are recorded and monitored so that we can identify patterns and recurring issues. We use this information to:

Review and improve our cleaning methods and equipment, provide additional staff training where needed, refine our booking and communication processes, and update our internal standards and guidance.

By learning from every complaint, we aim to improve the experience of all customers across our service area.

Confidentiality and Data Protection

We treat all complaints in confidence. Your information will be used only for the purposes of managing your complaint, improving our services and meeting any legal or regulatory obligations. We will store and handle your data securely and will not share it unnecessarily.

Review of This Complaints Procedure

This complaints procedure is reviewed periodically to ensure it remains clear, effective and in line with good practice for service providers. Any updates will apply to new complaints from the date the revised procedure is published.

If you have any questions about this procedure or are unsure how to raise a concern, please contact us using your preferred written method and we will guide you through the process.