Chiswick Carpet Cleaning Complaints Procedure

Chiswick Carpet Cleaning is committed to providing professional, reliable and courteous cleaning services for carpets, rugs, upholstery and related treatments. We aim to deliver work to a high standard on every visit. If you are not fully satisfied, this Complaints Procedure explains how to raise a concern and how we will respond. Our goal is to resolve issues quickly, fairly and transparently.

Scope of this Complaints Procedure

This procedure applies to complaints about any service provided by Chiswick Carpet Cleaning, including carpet cleaning, rug cleaning, upholstery cleaning, stain removal and related work carried out at residential or commercial properties within our service area. It covers concerns about the quality of cleaning, conduct or behaviour of staff, appointment issues, communication and any other aspect of the service you receive from us.

This procedure does not cover matters that are already the subject of legal proceedings or insurance claims, or complaints about services provided by third parties that are not acting on behalf of Chiswick Carpet Cleaning.

Our Complaints Commitments

When you raise a complaint, we are committed to:

Listening carefully to your concerns and treating you with respect at all times.

Taking complaints seriously and investigating them in a fair and impartial way.

Acknowledging your complaint promptly once it is received.

Providing a clear explanation of our findings and any actions we will take.

Using feedback from complaints to improve our services, training and procedures.

How to Make a Complaint

You can raise a complaint about our cleaning services in writing. Please clearly mark your correspondence as a complaint so that it can be handled under this procedure. When contacting us, please provide the following information to help us investigate efficiently:

Your full name and the address where the service was carried out.

The date of the cleaning appointment and, if possible, the time.

A description of the service provided, for example carpet cleaning, rug cleaning or upholstery cleaning.

A clear explanation of the issue you experienced and what outcome you are seeking.

Any relevant supporting information, such as photographs of the affected areas or copies of previous correspondence.

If you make a complaint on behalf of someone else, you should confirm that you have their permission to do so and provide their details as well.

Stage One: Initial Review and Acknowledgement

Once we receive your complaint, we will log it and arrange for an initial review. We will acknowledge your complaint within a reasonable period of time. In our acknowledgement we may request additional information if anything is unclear or if we need further details to understand the issue properly.

Where possible, we will attempt to resolve straightforward concerns at this early stage, for example by clarifying what was agreed, arranging a re-visit to inspect the cleaned areas, or offering an immediate practical solution.

Stage Two: Investigation of Your Complaint

If your complaint cannot be resolved at the initial stage, it will proceed to a more detailed investigation. This may include:

Reviewing the booking details and service notes for your appointment.

Speaking with the technicians who attended your property.

Examining any photographs or evidence you have provided.

Arranging an inspection visit to your premises, where appropriate, to assess the condition of the carpets, rugs or upholstery and to consider any technical issues that may have affected the result.

We aim to complete the investigation within a reasonable timeframe. If the matter is complex and more time is required, we will keep you informed about progress and expected timescales.

Stage Three: Outcome and Resolution

When the investigation is complete, we will provide you with a written response setting out:

A summary of your complaint.

The steps we have taken to investigate the matter.

Our findings and conclusion.

Any proposed actions to resolve the complaint.

Depending on the circumstances, possible outcomes may include an explanation or clarification, an apology, corrective work such as a re-clean of affected areas, practical advice on aftercare, or other remedies that we consider fair and proportionate. Any remedy offered will take into account the nature of the complaint, the condition of the items before cleaning and the scope of the work originally agreed.

Follow-up and Escalation

If you are not satisfied with the outcome provided at Stage Three, you may request a further review. To do this, you should explain why you remain dissatisfied and what you believe has not been properly addressed. A separate person with appropriate responsibility, who was not directly involved in the original investigation, will review the complaint, the process followed and the decision reached.

Following this review, we will provide a final response setting out whether the original decision is upheld or varied, and the reasons for that conclusion. This will be the final stage of our internal complaints procedure.

Time Limits for Raising Complaints

To allow us to investigate effectively, we ask that you raise any complaint about our cleaning services as soon as reasonably possible after the work has been carried out. Complaints about visible results, such as marks, stains or dampness, should ideally be reported promptly so that we can inspect the area before it is used extensively or treated by another provider.

Where a considerable period of time has passed since the service was provided, it may be more difficult for us to establish what has happened or to offer practical remedies, particularly if the carpets, rugs or upholstery have been subject to further use, wear or treatment.

Fair Treatment of Staff and Customers

We expect all parties to behave respectfully throughout the complaints process. Our team will act courteously and professionally when dealing with your concerns, and we ask customers to communicate in the same way. We may decide to limit or manage communication where behaviour is abusive, threatening or unreasonable, while still addressing the substance of any legitimate complaint.

Using Complaints to Improve Our Service

Complaints are an important source of feedback for Chiswick Carpet Cleaning. We regularly review the type and number of complaints we receive to identify patterns and areas for improvement. This may include additional training for technicians, changes to cleaning methods or products, revisions to our booking and communication procedures, or updates to our customer information about what to expect from professional carpet and upholstery cleaning.

By following this Complaints Procedure, we aim to resolve individual issues fairly and also improve the overall quality and reliability of our services across the local area we serve.