Charlton Carpet Cleaners Complaints Procedure

Charlton Carpet Cleaners is committed to delivering reliable, professional carpet and upholstery cleaning services. We aim to get things right first time on every visit. However, we recognise that occasionally a customer may feel that our service has not met their expectations. This Complaints Procedure explains how to raise a concern, how we handle complaints, and what you can expect from us at each stage.

Our Commitment to You

We take all complaints seriously and treat every concern as an opportunity to review and improve our work. Our goals when dealing with a complaint are to listen carefully, investigate fairly, respond clearly, and put things right where we are at fault. We will always handle your complaint respectfully and without prejudice.

This procedure applies to all customers who use Charlton Carpet Cleaners for carpet, rug, upholstery and related cleaning services in our operating area.

What Is a Complaint

A complaint is any expression of dissatisfaction about our services, whether justified or not, that requires a response. This may include issues such as the quality of cleaning carried out, conduct or attitude of staff, damage to property, missed or late appointments, unclear pricing or unexpected charges, and communication or booking problems.

We encourage you to raise any concern as early as possible so we can address it quickly and effectively.

How to Make a Complaint

You can submit a complaint to Charlton Carpet Cleaners using any written method you prefer. When you contact us, please provide as much information as you can so we can understand the problem clearly and investigate it properly.

Where possible, include the following details:

The date and time of the cleaning appointment or incident. The service provided, for example carpet cleaning, rug cleaning or upholstery cleaning. The address where the work was carried out. A clear description of what went wrong and how it has affected you. The names of any team members involved, if known. Any photographs or supporting evidence you wish to share. What you would consider to be a reasonable resolution.

If you make a complaint verbally, we may ask you to confirm the details in writing so that there is a clear record of your concerns.

Stage One: Initial Review and Acknowledgement

Once we receive your complaint, we will record it in our internal system and begin an initial review. Our aim is to acknowledge receipt of your complaint within a reasonable timeframe. In our acknowledgement we will confirm that we have received your complaint, summarise our understanding of the issue, and explain the next steps in the process.

If we need more information to understand the issue fully, we may contact you to clarify details or ask for further evidence such as photographs of the affected area.

Stage Two: Investigation of Your Complaint

Your complaint will be investigated by a member of our management team who was not directly responsible for the service you are complaining about, wherever possible. The investigation may include reviewing booking records and job notes, speaking to the cleaning technicians who carried out the work, considering any photographs or evidence provided, and assessing our processes against the situation described.

For complaints related to cleaning quality, we may request a visit to inspect the carpets, rugs or upholstery so that we can see the issue first-hand and assess the most appropriate solution.

Stage Three: Response and Proposed Resolution

After we have completed our investigation, we will provide you with a written response. Our response will explain the outcome of our investigation, whether we agree that the complaint is justified in full, in part, or not upheld, the reasons for our decision with reference to the information available, and any proposed actions we will take to resolve the matter.

Depending on the circumstances, possible resolutions may include a clear explanation or apology, a return visit to reclean specific areas of carpet or upholstery, a partial or full refund, or another remedy that we believe is fair in the situation.

If You Are Still Unhappy

If you do not agree with the outcome of Stage Three, you may ask us to review the decision. When you do this, please explain which parts of our response you disagree with and provide any additional information you feel has not been considered.

A more senior member of our team will review the complaint, the investigation carried out, and the response provided. They may contact you for further clarification before issuing a final written decision.

Timescales

We aim to handle all complaints as promptly as reasonably possible. Actual timescales may vary depending on the complexity of the issue, the availability of information, and any necessary site visits.

If at any stage we believe that our response will be delayed, we will keep you informed and provide an updated timescale so you know when to expect our next communication.

Fair Treatment and Confidentiality

Charlton Carpet Cleaners will treat every complainant fairly and respectfully. Raising a complaint will not affect any ongoing or future services you receive from us. We will not tolerate abusive or threatening behaviour towards our staff, and we reserve the right to end communications where necessary to protect our team.

All complaints are handled in line with our data protection obligations. Information you provide to us as part of a complaint will only be shared with staff who need it to investigate and respond appropriately.

Using Complaints to Improve Our Services

Your feedback is essential in helping us improve the way we deliver carpet and upholstery cleaning services. We regularly review complaints and outcomes to identify patterns, training needs for staff, and opportunities to refine our processes. This may include improving communication before and after bookings, updating our cleaning methods or equipment, and strengthening quality control checks.

By following this Complaints Procedure, Charlton Carpet Cleaners aims to resolve individual issues fairly while continually improving the standard and reliability of the services we provide to our customers.