Catford Carpet Cleaning Complaints Procedure

Catford Carpet Cleaning is committed to providing a professional and reliable carpet, rug and upholstery cleaning service across our local service area. We aim to deliver high standards on every visit, and we take any concerns or dissatisfaction very seriously. This complaints procedure explains how you can raise a complaint, how we will respond, and what you can expect from us at each stage.

Our Commitment to Handling Complaints

We recognise that, despite our best efforts, things can occasionally go wrong. When this happens, we view complaints as an opportunity to put matters right and improve our services. We are committed to handling all complaints fairly, consistently and promptly. We will treat you with respect, keep your information confidential, and aim to resolve issues in a way that is reasonable and transparent.

What This Procedure Covers

This procedure applies to complaints about the cleaning services provided by Catford Carpet Cleaning, including but not limited to:

Carpet cleaning in homes and commercial premises; upholstery, sofa and chair cleaning; rug and runner cleaning; end of tenancy or move out cleaning for floor coverings; stain removal and deodorising services; punctuality, conduct or professionalism of our operatives; communication or administration related to bookings, quotations or invoicing.

This procedure is intended for customers who have used our services. It does not cover general enquiries, requests for quotations or employment related matters.

Informal Resolution in the First Instance

In many cases, complaints can be resolved quickly and informally. If you are unhappy with any aspect of our work, we encourage you to raise the issue as soon as possible, ideally on the day of the service or within a short time afterwards. Providing clear details of your concern, including the date of the clean, the address of the property and a description of the problem, will help us respond effectively.

Where appropriate, we will try to resolve the matter immediately or within a reasonable timeframe by explaining what has happened, offering to reattend to inspect the issue, or proposing a practical solution. If you remain dissatisfied after an informal discussion, you can make a formal complaint in accordance with the steps below.

How to Make a Formal Complaint

If your concern cannot be resolved informally or you wish it to be treated as a formal complaint from the outset, please set out your complaint in writing. To help us investigate properly, please include the following information:

Your full name and contact details; the address where the service was carried out; the date and approximate time of the appointment; a clear description of what went wrong or what you are unhappy with; any relevant supporting information, such as photographs, job references or previous correspondence.

We encourage you to make your complaint as soon as possible after the service, and generally within a reasonable period so we can accurately assess the situation.

Acknowledgement of Your Complaint

Once we receive your formal complaint, we will acknowledge it within a reasonable timescale. The acknowledgement will confirm that your complaint has been logged and is being reviewed in line with this procedure. In some cases, we may ask you to provide further information if anything is unclear or if we need additional detail to investigate properly.

Investigation Process

Your complaint will be reviewed by a person with appropriate responsibility within Catford Carpet Cleaning. The investigation may involve:

Reviewing your booking details, job notes and any communication related to the service; speaking to the cleaning technician or team who attended the property; examining photographs, reports or other evidence provided by you or by our staff; arranging a follow up visit to inspect the work where necessary and reasonably possible.

We aim to carry out investigations objectively, considering both your account and any relevant information from our records. Our goal is to understand what has happened and decide on a fair outcome.

Our Response and Possible Outcomes

After we have completed our investigation, we will provide you with a response setting out our findings and any steps we propose to take. Where appropriate and depending on the circumstances, this may include:

Offering to re-clean specific areas or items; providing advice on limitations of cleaning due to fibre type, pre existing damage or staining; issuing a partial or full refund where we consider it reasonable; explaining why we believe the service was provided with reasonable care and skill and why no further action can be taken.

We will explain the reasons for our decision in clear terms. If, for any reason, our investigation will take longer than usual, we will aim to keep you informed of progress.

Timeframes for Handling Complaints

We strive to deal with complaints promptly. While exact timescales may vary depending on the complexity of the issue, our general approach is as follows:

Acknowledge receipt of your formal complaint within a reasonable period; complete the initial investigation and provide a substantive response within a further reasonable period, taking into account the need for any site visit, staff interviews or technical assessment.

If there are unavoidable delays, we will aim to update you and let you know when you can expect a full reply.

Escalation of Your Complaint

If you are not satisfied with the outcome of our initial investigation, you may request that your complaint is reviewed again. In your escalation request, please explain why you remain unhappy and identify any aspect of our findings that you believe has not been addressed. Where possible, a different person with appropriate authority will review the complaint, the original investigation and any additional information you provide.

Following this review, we will write to you to confirm our final position. Once this stage is complete, we may not be able to consider the complaint further unless new, relevant information becomes available.

Customer Responsibilities

For this complaints procedure to work effectively, we rely on customers to provide accurate, complete and timely information. We ask that you:

Raise concerns as early as possible after the service; describe the issue clearly and objectively; allow us reasonable access to the property to inspect or rectify problems where appropriate; treat our staff with courtesy throughout the process.

We reserve the right to end communication where a complaint is pursued in a way that is abusive, threatening or clearly unreasonable, although this will be considered only in exceptional circumstances.

Using Complaints to Improve Our Service

Catford Carpet Cleaning uses the feedback we receive from complaints to review our procedures, training and quality checks. By analysing the nature and outcome of complaints, we can identify recurring issues, refine our methods and improve the consistency of our cleaning services across the local area. Your feedback, even when it highlights problems, is valuable in helping us maintain and enhance our standards.

Review of This Complaints Procedure

This complaints procedure is reviewed periodically to ensure it remains appropriate, clear and effective. We may update the procedure from time to time to reflect changes in our services, internal processes or applicable guidance. The most current version of this procedure will apply to all complaints received.