Complaints Procedure for Wandsworth Carpet Cleaners
Wandsworth Carpet Cleaners is committed to providing reliable, professional carpet and upholstery cleaning services across our local service area. We recognise that, on occasion, issues may arise. This Complaints Procedure explains how you can raise a concern, how we will respond, and what you can expect from us at every stage.
1. Our commitment to resolving complaints
We aim to handle all complaints fairly, consistently and in a timely manner. Every complaint is treated as an opportunity to improve our services, our communication and our standards of work. We will always endeavour to:
Listen carefully to your concerns, understand what went wrong and what outcome you are seeking.
Investigate the matter thoroughly and objectively.
Respond within clear timeframes and keep you updated where a resolution takes longer than expected.
Put things right where we have made a mistake and take steps to prevent it from happening again.
2. What counts as a complaint
A complaint is any expression of dissatisfaction about our carpet, rug or upholstery cleaning services, or about the conduct of our staff or contractors, where you are seeking a response or resolution from us. Examples include, but are not limited to:
Concerns about the quality of the cleaning service provided.
Damage or alleged damage to property during a visit.
Missed or significantly delayed appointments without adequate notice.
Concerns about staff behaviour, attitude or professionalism.
Disputes over charges, quotations, or payments.
General comments, suggestions or routine requests for information would not usually be treated as complaints, unless you specifically ask for them to be handled as such.
3. How to make a complaint
You can raise a complaint as soon as you become aware of a problem. We encourage you to bring any issues to our attention promptly, ideally within a reasonable time of the service being provided, so that we can investigate effectively.
You may contact us in writing or by phone, using the contact details provided on our website or documentation. When submitting a complaint, please provide the following information to help us deal with it efficiently:
Your full name and preferred contact details.
The address where the cleaning service was carried out.
The date and approximate time of the service.
A clear description of the issue and what you believe went wrong.
Any supporting information you consider relevant, such as photographs or reference numbers.
Whether you have already discussed the matter with a member of our team.
4. Initial acknowledgement
We will normally acknowledge receipt of your complaint as soon as reasonably practicable. In our acknowledgement, we will confirm that we have received your complaint, provide the name or role of the person who will be handling it, and set out the next steps and indicative timescales for our response.
5. Investigation of your complaint
Your complaint will be reviewed by an appropriate member of our management team who is not directly involved in the matter you are complaining about, where possible. The investigation may include:
Reviewing our booking records, job notes and any relevant correspondence.
Speaking with the cleaning operative or team who attended your property.
Considering any photographs, videos or other evidence supplied by you or by our staff.
Assessing whether our policies, procedures and service standards were followed.
We may contact you during this stage to clarify details, request additional information or discuss possible solutions.
6. Our response and possible outcomes
Once the investigation is complete, we will provide you with a response setting out:
A summary of your complaint.
The steps we took to investigate.
Our findings and whether your complaint is upheld, partially upheld or not upheld.
Any actions we propose to take to resolve the matter.
Depending on the circumstances, possible outcomes may include:
A sincere apology and explanation.
A re-clean of the affected areas where appropriate and feasible.
A goodwill gesture or other form of redress, where justified.
Confirmation of changes to our internal processes or staff training.
Any remedies will be offered at our discretion, taking into account the nature of the complaint, the evidence available and the terms and conditions of our service.
7. Timeframes
We aim to resolve most complaints within a reasonable timeframe from the date of acknowledgement. Complex matters, or those requiring further technical assessment, may take longer. If further time is required, we will keep you informed of progress and provide revised expectations where possible.
8. If you are not satisfied with the outcome
If you are unhappy with our final response or feel that your complaint has not been handled fairly, you may ask for a further review by a senior member of our team. In doing so, please explain why you remain dissatisfied and what outcome you are seeking. The senior reviewer will consider the original investigation, any new information you provide and whether our decision was reasonable in the circumstances.
9. Your responsibilities when making a complaint
In order for us to deal with your complaint effectively, we ask that you:
Provide accurate, complete information relevant to the issue.
Raise concerns in a timely manner, while the details remain clear.
Communicate with our staff in a respectful and constructive way.
Allow us a fair opportunity to investigate and respond.
We reserve the right to decline to respond to complaints that are abusive, malicious or clearly without foundation, while still complying with our legal obligations.
10. Continuous improvement
We review complaints regularly to identify trends, recurring issues and areas where our carpet and upholstery cleaning services can be improved. This may lead to updated training for our technicians, changes to our appointment scheduling or improvements to our customer communication. By following this procedure, we aim not only to resolve individual concerns, but also to enhance the overall experience for all customers in our service area.
11. Updates to this Complaints Procedure
This Complaints Procedure may be updated from time to time to reflect changes in our services, internal processes or applicable regulations. The most recent version will be made available on our website or by request. Continued use of our services following any update will constitute acceptance of the revised procedure.
If you have any questions about this Complaints Procedure, or if you are unsure whether your concern should be treated as a formal complaint, you are welcome to contact us for guidance.