Complaints Procedure for Putney Carpet Cleaning

Putney Carpet Cleaning is committed to providing a reliable and professional cleaning service to all customers. We recognise that, on occasion, things may not go as planned. When this happens, we want to know about it so we can put matters right and improve our service. This complaints procedure explains how you can raise a concern, how we handle complaints, and what you can expect from us throughout the process.

Our Commitment to You

We aim to handle every complaint in a way that is fair, consistent and transparent. We will treat all customers with respect, listen carefully to what you tell us, and make reasonable efforts to resolve issues quickly. Our goals are to acknowledge your concerns promptly, investigate them thoroughly, and offer a clear and practical resolution where possible.

What This Procedure Covers

This procedure applies to complaints about our cleaning services, including carpet cleaning, upholstery cleaning, rug cleaning and related work carried out by our teams. It covers issues such as the quality of cleaning, conduct of staff, punctuality, damage to property, or any aspect of our service that you believe has fallen below reasonable expectations.

This procedure does not cover general enquiries, booking changes, or requests for quotations. Those matters are handled through our usual customer service channels.

Raising a Complaint

If you are unhappy with any part of our service, we encourage you to tell us as soon as possible. In many cases, an issue can be resolved quickly if it is raised promptly, ideally on the same day the service is provided or within a short time afterwards.

When raising a complaint, please provide as much detail as you can, including the date of the service, the address where the work took place, a description of the issue, and any relevant supporting information such as photographs or notes. Clear information helps us investigate and respond more effectively.

Stage One: Initial Review and Acknowledgement

Once we receive your complaint, we will log it in our internal system and arrange for an appropriate member of staff to review it. We aim to acknowledge your complaint within a reasonable timeframe, usually within a few working days from the date we receive it.

In the acknowledgement, we will confirm that we have received your complaint, outline the basic steps of the process, and, where possible, give you an estimated timescale for our investigation and response.

Stage Two: Investigation of Your Complaint

Your complaint will be investigated by a supervisor, manager or other suitably responsible person who was not directly involved in the original issue wherever possible. The investigation may include reviewing job notes, speaking with the cleaning operatives, and, if necessary, arranging a follow-up visit to inspect the work.

We will consider all the information available, including your account and any evidence you provide, alongside our own records. Our aim is to understand what has happened, whether our service has fallen below the standards we set, and what action is appropriate to resolve the matter.

Stage Three: Our Response and Proposed Resolution

After we have investigated your complaint, we will contact you with our findings and any proposed resolution. We aim to provide a full response within a reasonable period, typically within ten working days of acknowledging your complaint, although more complex matters may take longer. If extra time is needed, we will let you know and keep you updated.

Depending on the circumstances, possible resolutions may include an explanation or apology, a re-clean of the affected areas, a partial or full refund, or other practical steps we consider fair and proportionate. Each case is assessed individually, taking into account the nature of the complaint and any impact on you.

If You Remain Dissatisfied

If you do not agree with our response or feel that your complaint has not been handled fairly, you can ask for a further review. Your complaint will then be considered by a more senior member of our team where possible, who will reassess the information and the decision made.

The outcome of this further review will be communicated to you, along with an explanation of how the review was conducted and the reasons for the final decision. While we may not always be able to agree with every request, we are committed to explaining our position clearly and respectfully.

Time Limits for Raising Complaints

To help us investigate effectively, we ask that complaints about cleaning services are raised within a reasonable time, preferably within 14 days of the service being carried out. Issues reported much later can be more difficult to assess, particularly where the condition of carpets, rugs or upholstery may have changed since the original visit.

We will still consider complaints raised after this period, but the options available to resolve them may be more limited.

Customer Responsibilities

We ask that customers raising a complaint treat our staff with courtesy and provide accurate information about the issue. We may need your cooperation to arrange access to the property for inspection or remedial work. If you decline reasonable requests for access or additional information, our ability to investigate and resolve the complaint may be affected.

Confidentiality and Data Protection

All complaints are handled in line with our privacy and data protection practices. Information you provide will be used only for the purposes of handling your complaint, improving our services, and meeting any legal or regulatory obligations. We will share details internally only with staff who need them to investigate and resolve the matter.

Using Complaints to Improve Our Service

Every complaint is an opportunity for Putney Carpet Cleaning to review and improve how we work. We monitor the types of complaints we receive and look for patterns or recurring issues. Where appropriate, we provide additional training to staff, update our procedures, or adjust our service offering in response to feedback.

By following this complaints procedure, we aim to ensure that all concerns are taken seriously and dealt with in a way that supports both individual customers and the continued development of our carpet and upholstery cleaning services.