Complaints Procedure

Shepherds Bush Carpet Cleaners Complaints Procedure

Shepherds Bush Carpet Cleaners is committed to providing reliable and professional carpet, upholstery and floor cleaning services. We recognise that, on occasion, things may not go as planned. This Complaints Procedure explains how you can raise any concerns, how we will respond, and the steps we take to resolve issues fairly and efficiently.

Purpose of this Complaints Procedure

The purpose of this procedure is to give our customers a clear and transparent route to raise complaints about our cleaning services. It explains what we consider a complaint, how to submit one, what information we need from you, and what you can expect from us at each stage. Our aim is to resolve problems quickly, learn from feedback and maintain high standards across all services we provide in our operating areas.

What We Class as a Complaint

A complaint is any expression of dissatisfaction about our cleaning services, staff conduct, communication, or the way a previous concern has been handled. This can include, but is not limited to:

1. Concerns about the quality of carpet, rug, upholstery or mattress cleaning.
2. Damage you believe was caused during a visit to your property.
3. Missed or late appointments without reasonable explanation.
4. Behaviour or attitude of a member of our team while on site.
5. Disagreement about charges or information provided before or after a job.
6. Failure to follow up on an agreed action or solution.

We encourage you to raise any dissatisfaction as soon as possible so that we can investigate while the details are still clear.

How to Make a Complaint

You can make a complaint verbally or in writing. While we will always accept verbal complaints, we strongly recommend putting your complaint in writing so that everything is recorded clearly. This helps us to investigate thoroughly and provide a detailed response.

When submitting a complaint, please provide the following information where possible:

1. Your full name and the address where the cleaning took place.
2. The date and approximate time of the service.
3. A description of the service booked, for example carpet cleaning, upholstery cleaning or end of tenancy cleaning.
4. A clear description of what went wrong or why you are dissatisfied.
5. Any photographs, notes or supporting information that help explain the issue.
6. Details of any previous contact with us about the same matter.

This information allows us to review your booking, speak to the relevant cleaning team and understand what has happened.

Time Limits for Raising a Complaint

We ask that complaints about the quality of cleaning or visible issues are raised within 48 hours of the service being completed. This is because carpets, upholstery and other soft furnishings can be used, vacuumed or treated after we leave, which may affect our ability to assess the situation accurately.

Complaints about billing, communication or staff conduct may be raised at any time, but we recommend doing so as soon as you are aware of the problem. The sooner you contact us, the easier it is to investigate and resolve matters fairly.

How We Handle Your Complaint

Once we receive your complaint, we will follow these general steps:

1. Acknowledgement: We will acknowledge your complaint and confirm that it is being reviewed. Where possible, we will provide the name of the person responsible for handling your case.
2. Initial assessment: We will review your booking details, any notes from the cleaning team, and any evidence you have provided, such as photos or written descriptions.
3. Investigation: If necessary, we may contact you for more information, speak to the cleaners who attended your property, and review our internal procedures to understand what went wrong.
4. Outcome and response: Once the investigation is complete, we will provide you with a written response explaining our findings, any steps already taken, and any proposed resolution.

Our goal is to provide a full written response within ten working days. If we are unable to meet this timescale, for example because we are waiting for further information, we will let you know and give an updated timeframe.

Possible Resolutions

The resolution we offer will depend on the nature of the complaint and the outcome of our investigation. Possible resolutions may include:

1. An explanation of what happened and, where appropriate, an apology.
2. A return visit to re-clean the affected areas or repeat part of the service.
3. A partial or full refund, where this is justified by the circumstances.
4. A credit towards a future service.
5. Internal action, such as additional staff training or changes to our procedures.

We will always aim to agree a solution with you that is reasonable and proportionate to the issue raised.

Escalating Your Complaint

If you are not satisfied with the initial response to your complaint, you may ask for it to be reviewed by a senior member of our management team. When requesting an escalation, please explain why you remain dissatisfied and which aspects of the response you would like us to reconsider.

The senior review will focus on whether your complaint was handled fairly, whether all relevant information was considered, and whether the outcome was appropriate. Following this review, we will send you a final response setting out our position.

Our Commitment to Fairness and Improvement

Shepherds Bush Carpet Cleaners takes all complaints seriously. We use the feedback we receive to improve our carpet, upholstery and floor cleaning services across our service area. This includes reviewing our training, equipment, products and internal processes to reduce the likelihood of similar issues arising in future.

We appreciate that making a complaint can be time-consuming and sometimes stressful. Our team will treat you with respect at all times and will expect the same courtesy in return. We will not tolerate abusive or threatening behaviour towards our staff, whether in person, over the phone or in writing.

Updates to This Complaints Procedure

We may update this Complaints Procedure from time to time to reflect changes in our services, internal policies or applicable regulations. Any updated version will apply to new and ongoing complaints from the date it is published.

If you have any questions about how this procedure works, or if you are unsure whether your issue counts as a complaint, you are welcome to contact us for clarification before submitting a formal complaint.