Complaints Procedure for Carpet Cleaners Swiss Cottage

Carpet Cleaners Swiss Cottage is committed to delivering professional, reliable carpet, rug and upholstery cleaning services. We understand that, on occasion, things may not go as expected. This Complaints Procedure explains how you can raise a concern about our services and how we will work with you to resolve it promptly and fairly.

Purpose of this Complaints Procedure

The purpose of this procedure is to provide a clear, accessible route for customers to tell us when something has gone wrong, and to outline how we will investigate and respond. We treat all complaints seriously and use the feedback we receive to improve our cleaning services across our operating area.

What Counts as a Complaint

A complaint is any expression of dissatisfaction about our services, staff, conduct on site, communication, or the quality of the cleaning work carried out. This may include, but is not limited to:

Concerns about the standard of carpet or upholstery cleaning work delivered.

Issues with punctuality, behaviour or professionalism of our cleaning technicians.

Disputes about pricing, quotations, invoicing or charges.

Problems with scheduling, access, or respect for your property.

Any situation where you feel we did not meet agreed expectations for your service.

Raising an Informal Concern

Where possible, we encourage you to raise any concern as soon as you notice an issue. In many cases, problems can be resolved quickly and informally without the need for a formal complaint. You may do this by speaking directly to the cleaner on site, or by contacting our customer support team using the communication channels provided at the time of booking.

When raising an informal concern, please provide as much detail as you can, including the date of service, the address where we attended, the areas cleaned, and a clear description of the problem. We will make every reasonable effort to put things right at this stage.

Making a Formal Complaint

If you are not satisfied with the outcome of an informal approach, or if the matter is more serious, you can make a formal complaint. Please do this as soon as possible after the service so that we can investigate thoroughly.

When submitting a formal complaint, please include the following information:

Your full name and preferred method of contact.

The service address and date and approximate time of the appointment.

A summary of what went wrong and which areas or items are affected.

Any relevant photos or supporting information that show the issue.

Details of any previous attempts to resolve the matter informally.

How We Handle Your Complaint

Once we receive your formal complaint, we will follow a structured process designed to ensure fairness and transparency.

Acknowledgment: We will acknowledge receipt of your complaint within a reasonable timeframe and confirm that an investigation has begun. We will also tell you who is handling your case.

Investigation: A member of our management team will review the details of your complaint. This may involve speaking with the cleaning technician who attended, checking service records, and, where appropriate, arranging a revisit to inspect the work and view the areas of concern in person.

Outcome and Response: Following the investigation, we will provide you with a clear explanation of our findings, any action we propose to take, and the reasons for our decision. We aim to provide a full reply within a reasonable period, depending on the complexity of the issue and our need to inspect the property.

Possible Resolutions

Where our investigation shows that we have not met our usual standards, we will work with you to decide on a fair and proportionate resolution. Depending on the circumstances, this may include:

Offering a re-clean of the affected areas, where appropriate.

Providing guidance on aftercare where the issue relates to product use or drying times.

Offering a partial or full refund where this is justified.

Taking internal action, such as additional staff training or changes to our procedures, to help prevent similar issues in future.

Any remedy offered will take into account the condition of carpets or upholstery before the service, the scope of work agreed, and any limitations explained at the time of booking.

Situations Outside Our Control

Some issues may arise from factors beyond our control, such as pre-existing damage, wear and tear, permanent stains, or the condition and age of carpets and fabrics. In such cases, we will explain clearly what can and cannot be achieved by cleaning and why certain results may not be possible. While we will still review your complaint fairly, the resolution offered may differ where we are not responsible for the underlying problem.

Escalating Your Complaint

If you remain unhappy after we have provided our final response, you may request that the complaint is reviewed by a more senior member of our team. They will reassess both the original issue and the steps taken so far, and will provide you with a final position on the matter.

Confidentiality and Data Protection

All complaints are handled in confidence. Information is shared only with those who need it to investigate and resolve the issue. We will handle personal data in line with our data protection practices and retain complaint records for an appropriate period in order to monitor quality and improve our services.

Continuous Improvement

We view feedback and complaints as an opportunity to learn and improve. Trends and recurring themes are monitored so that we can refine our carpet, rug and upholstery cleaning processes, enhance staff training, and maintain consistent quality for customers across our service area.

Review of this Complaints Procedure

This Complaints Procedure is reviewed periodically to ensure it remains clear, fair and effective. Any updates will apply to future complaints and will be made available to customers who wish to understand how we handle concerns about our services.