Complaints Procedure for Carpet Cleaning Docklands Customers
This complaints procedure explains how Carpet Cleaning Docklands manages and resolves concerns raised about our carpet, upholstery, and related cleaning services. Our aim is to handle every complaint fairly, consistently, and as quickly as possible while maintaining clear communication with you throughout.
Our Commitment to You
We aim to provide a reliable and professional cleaning service across our local service area. If we fall short of your expectations, we want to know. Complaints are treated as an opportunity to review and improve the way we work, our customer care, and the quality of our cleaning.
We commit to:
• Treat every complaint seriously and with respect.
• Acknowledge and log your complaint promptly.
• Investigate matters thoroughly and impartially.
• Keep you informed at each stage of the process.
• Provide a clear explanation of the outcome and any actions taken.
What This Procedure Covers
This procedure covers complaints about the services provided by Carpet Cleaning Docklands, including but not limited to:
• Carpet cleaning and stain treatment.
• Upholstery and rug cleaning.
• End of tenancy or pre-tenancy cleaning of carpets and soft furnishings.
• Conduct and professionalism of our cleaning technicians.
• Appointment times, access to properties, and service delivery issues.
• Quality of work, including concerns about results or damage.
It does not cover disputes that fall under separate legal processes, such as insurance claims, or complaints about third-party services that we do not provide or control.
How to Make a Complaint
You can raise a complaint in writing or verbally. To help us resolve your concern efficiently, please provide as much detail as possible, including:
• Your full name and preferred method of contact.
• The address where the cleaning took place.
• The date and approximate time of the service.
• A clear description of what went wrong and how it affected you.
• Any photographs or supporting information you consider relevant.
If your complaint relates to the behaviour of a particular technician, please include their name or a brief description so we can identify them accurately.
Stage One: Initial Resolution
The first step is to raise your concern with us as soon as possible after the issue arises. Wherever practical, we will aim to resolve matters informally and quickly. This may include:
• Clarifying what was agreed at the time of booking.
• Arranging a re-visit to inspect the work.
• Providing additional cleaning where appropriate.
• Offering advice or explanation about the cleaning methods used.
We will acknowledge your complaint promptly and will usually aim to provide an initial response within a reasonable timeframe, depending on the complexity of the issue and our ability to visit the property if needed.
Stage Two: Formal Investigation
If we cannot resolve your concern at the initial stage, or if you are not satisfied with the informal response, you may request that your complaint is treated as a formal complaint. At this stage, a more detailed investigation will be carried out.
During the formal investigation we may:
• Review our booking records, job sheets, and technician notes.
• Speak with the technicians involved in the service.
• Request additional information or photos from you.
• Conduct a site visit if necessary to assess any reported issues, such as stains or damage.
Once the investigation is complete, we will provide a written response setting out:
• A summary of your complaint.
• The steps we took to investigate it.
• Our findings and decision.
• Any remedial action or goodwill gesture we are offering, where appropriate.
Possible Outcomes and Remedies
Where a complaint is upheld, we will consider an appropriate remedy, which may include one or more of the following, depending on the circumstances:
• A further visit to re-clean specific areas.
• Guidance on aftercare to help you maintain the results of the cleaning.
• A partial or full refund where clearly justified.
• An apology and explanation of changes we will make to prevent similar issues.
Not all complaints will result in financial compensation. Our decision will be based on the evidence available, the terms agreed at the time of booking, and what is reasonable in the context of the cleaning work undertaken.
Timescales
We aim to address complaints as promptly as possible. Actual timescales may vary depending on the nature of the issue, access to the property, and how quickly we can obtain necessary information. If we anticipate any delay in providing you with a full response, we will let you know and give an updated timeframe.
Confidentiality and Data Protection
All complaints are handled in confidence. Information you provide will only be shared within Carpet Cleaning Docklands where necessary to investigate and resolve your complaint. We will store and process your personal information in line with our privacy practices and applicable data protection requirements.
Continuous Improvement
We review complaints regularly to identify patterns, training needs, and opportunities to improve our cleaning services and customer care across the Docklands area and surrounding neighbourhoods. Feedback from complaints may lead to updates to staff training, equipment, cleaning solutions, and internal processes.
Escalating Concerns
If you remain dissatisfied after our formal investigation and final response, you may choose to seek independent advice regarding your consumer rights. This complaints procedure does not affect any legal rights you may have under consumer law.
By using our services, you agree that Carpet Cleaning Docklands may follow this complaints procedure when addressing any concerns you raise about our cleaning work or customer service.
