Complaints Procedure

Complaints Procedure for Putney Carpet Cleaners

Putney Carpet Cleaners is committed to delivering reliable, high quality cleaning services for homes and businesses in our service area. We recognise that, on occasion, things may not go as planned. This Complaints Procedure explains how you can raise a concern, how we will respond, and what you can expect at each stage of the process.

Purpose of this Complaints Procedure

The purpose of this procedure is to provide a clear, fair and consistent approach to handling complaints about our carpet, upholstery and related cleaning services. It aims to:

Provide an accessible way for customers to tell us when something has gone wrong. Ensure complaints are treated seriously and investigated thoroughly. Put matters right wherever possible and agree practical solutions. Help us improve our services and customer experience across our service area.

What We Class as a Complaint

A complaint is any expression of dissatisfaction about a service you have received from Putney Carpet Cleaners, whether the issue is big or small. This may include concerns about:

The quality or outcome of a cleaning service. Punctuality, conduct or attitude of our cleaning technicians. Damage or suspected damage to property. Communication before, during or after a booking. Invoicing, quotations or other administrative issues.

We encourage you to contact us as soon as possible after the service so that we can investigate promptly and, where appropriate, take immediate action.

How to Make a Complaint

You can raise a complaint using any of the following methods:

Verbally to a member of staff at the time of service, or by contacting our office. In writing, setting out the key facts and what outcome you are seeking.

When making a complaint, please provide the following information so that we can deal with it efficiently:

Your full name and the address where the work took place. The date and approximate time of the service. A clear description of what went wrong or why you are dissatisfied. Any supporting details, such as photographs or reference numbers. Your preferred method of contact.

Our Commitment to You

We will handle your complaint professionally, respectfully and without discrimination. Our key commitments are to:

Acknowledge your complaint within a reasonable timeframe. Investigate the matter impartially, gathering relevant information. Keep you informed of progress, especially if further time is needed. Provide a clear response and, where appropriate, a proposed resolution. Use the findings to improve our services and staff training.

Initial Acknowledgement

Once we receive your complaint, we will record it in our internal system. We aim to acknowledge your complaint promptly, outlining who is responsible for handling it and any next steps. This initial acknowledgement allows us to confirm our understanding of your concerns and to request any additional information we may need.

Investigation Process

The person handling your complaint will investigate the matter by:

Reviewing your booking details, service notes and any relevant documentation. Speaking with the cleaning technicians or staff members involved. Considering any photographs, evidence or details you have provided. Assessing whether our service met our usual standards and commitments.

The depth of the investigation will depend on the seriousness and complexity of the issue. In all cases, we aim to be fair, objective and thorough.

Timeframes for Response

We aim to provide a full response to your complaint as soon as reasonably possible, taking into account the nature of the issue and any information we need to gather. If we are unable to give you a final response within a reasonable period, we will contact you to explain the reason for the delay and give an indication of when you can expect a full reply.

Possible Outcomes and Remedies

After completing our investigation, we will provide a written or verbal response explaining:

Our findings and whether the complaint is upheld in full, in part, or not upheld. The reasons for our decision. Any actions we propose to put things right.

Depending on the circumstances, possible remedies may include:

Offering to re-clean the affected areas. Providing practical advice or guidance to resolve the issue. Agreeing an appropriate goodwill gesture where justified. Taking internal action such as staff training or process changes.

Any remedy offered will be fair and proportionate to the nature of the complaint.

Escalating Your Complaint

If you are not satisfied with our initial response, you may ask for your complaint to be reviewed by a senior member of our team. When requesting an escalation, please explain why you remain dissatisfied and what outcome you are seeking. The senior reviewer will reassess the information, consider any new details you provide, and respond with their conclusions and any final proposals.

Complaints Made on Behalf of Someone Else

If you are raising a complaint on behalf of another person, we may need confirmation that you have their consent to act for them. This is to protect customer confidentiality and ensure that personal information is handled appropriately. We will explain any additional steps required if this applies to your complaint.

Confidentiality and Data Protection

All complaints are handled in confidence and information is shared only with those who need it to investigate and resolve the matter. We process personal data in line with applicable data protection principles and retain complaint records for as long as reasonably necessary for administrative, legal and quality assurance purposes.

Using Complaints to Improve Our Services

We view complaints as an important source of feedback about the way we provide cleaning services in the local area. We regularly review complaint cases to identify patterns or recurring issues, and we use this information to:

Update staff training and guidance. Improve communication with customers before and after visits. Refine our cleaning methods, products and equipment where needed. Strengthen our internal quality control processes.

By following this Complaints Procedure, Putney Carpet Cleaners aims to resolve individual concerns fairly while continuously improving the service we provide to all customers.