Complaints Procedure for Carpet Cleaners BR1

This complaints procedure explains how customers can raise concerns about the services provided by Carpet Cleaners BR1, how those concerns will be handled, and the steps we take to reach a fair outcome. Our aim is to resolve any issues quickly, transparently and professionally, while continually improving our carpet, rug and upholstery cleaning services.

Our Commitment to Customers

Carpet Cleaners BR1 is committed to providing a reliable, high quality cleaning service to homes and businesses in our local area. We recognise that, on rare occasions, things may not go as planned. When this happens, we want to hear from you so we can put matters right and prevent similar issues in future.

All complaints are treated seriously and handled with respect, discretion and without discrimination. Making a complaint will never affect your right to use our services in the future.

What This Procedure Covers

This complaints procedure applies to all services delivered by Carpet Cleaners BR1, including but not limited to carpet cleaning, rug cleaning, upholstery cleaning, stain removal and end of tenancy cleaning. It covers concerns about service quality, conduct of cleaners, appointment issues, damage to property, billing queries related to our services, and communication problems.

How to Make a Complaint

You can raise a complaint in writing. Please provide as much detail as possible so we can understand what has happened and investigate effectively.

When submitting your complaint, please include the following information:

1. Your full name
2. The service address and date of service
3. A clear description of your concern
4. Any relevant photographs or evidence you wish to share
5. Your preferred method for us to contact you in response

If your complaint relates to more than one visit, please indicate all relevant dates and any reference numbers you may have been given.

Time Limits for Raising a Complaint

We encourage customers to raise complaints as soon as possible after the event, ideally within 14 days of the service. This enables us to review the cleaning work while the details are still recent and, where appropriate, to inspect the area of concern.

Complaints raised after a longer period will still be considered, but the options available to resolve the issue may be more limited if a significant amount of time has passed.

Acknowledgement of Your Complaint

Once we receive your complaint, we will acknowledge it in writing. Our aim is to acknowledge all complaints within three working days. The acknowledgement will confirm that your complaint has been received, outline the next steps, and provide an estimated timescale for our investigation.

How We Investigate Complaints

Your complaint will be reviewed by a senior member of staff who was not directly involved in the original service, wherever possible. Our investigation may include:

1. Reviewing booking records and job notes
2. Speaking with the cleaning technicians who attended your property
3. Examining any photographs or evidence you have provided
4. Arranging a follow-up visit to inspect the issue on site, if appropriate and agreed

We aim to complete most investigations within 10 working days of acknowledging your complaint. If we need more time, we will let you know and provide an updated timescale.

Outcome and Possible Resolutions

At the end of our investigation, we will provide a written response explaining our findings and any actions we propose to take. Depending on the circumstances, potential resolutions may include:

1. A clear explanation or apology where service has fallen short of our standards
2. A free re-clean of the affected areas, where appropriate and feasible
3. A partial or full refund of the service fee, where justified
4. Other reasonable steps to put matters right, agreed between both parties

Any offer of resolution will take into account the nature of the complaint, the condition of the carpets or furnishings, realistic expectations of cleaning results, and the terms agreed at the time of booking.

If You Are Not Satisfied With the Outcome

If you are unhappy with our initial response, you can request that your complaint be reviewed by a more senior manager. This review will focus on whether the complaint was handled fairly, thoroughly and in line with this procedure.

Following this internal review, we will issue a final response setting out our position. This will usually be provided within 10 working days of your request for a review.

Fair Use and Reasonable Behaviour

We ask all customers to communicate complaints in a respectful and reasonable manner. Aggressive, threatening or abusive behaviour towards our staff will not be tolerated and may result in communication being restricted to written correspondence.

Where a complaint is found to be malicious, deliberately misleading or repeated without new evidence after a thorough investigation, we reserve the right to close the complaint and take any appropriate action to protect our staff and business.

Learning and Service Improvement

Carpet Cleaners BR1 uses all complaints and customer feedback to improve our services. We review complaints regularly to identify patterns, update staff training, and refine our cleaning methods and booking processes. Our goal is not only to resolve individual complaints but also to reduce the likelihood of similar issues arising in the future.

Confidentiality and Data Protection

All complaints are treated as confidential. Information is shared only with staff members who need it to investigate and resolve your case. We handle personal data in line with relevant data protection principles and retain complaint records only for as long as necessary for legal, regulatory and quality assurance purposes.

Accessibility of This Procedure

This complaints procedure is available to all customers and prospective customers of Carpet Cleaners BR1. If you need the information in an alternative format, or require assistance in setting out your complaint, please let us know and we will do our best to help.