Complaints Procedure for Carpet Cleaners EN5
This Complaints Procedure explains how Carpet Cleaners EN5 manages, investigates, and resolves complaints relating to our carpet, rug and upholstery cleaning services. Our aim is to deal with all concerns fairly, consistently and within a reasonable timeframe, while maintaining clear communication with our customers throughout the process.
Our Commitment to Customers
Carpet Cleaners EN5 strives to deliver a reliable, high-quality cleaning service across the local area. If something goes wrong, we want to know about it so we can put matters right and improve our service. We treat every complaint seriously, whether it relates to the standard of cleaning, damage, punctuality, behaviour of staff, or any other aspect of our work.
What Is a Complaint
A complaint is any expression of dissatisfaction about the services provided by Carpet Cleaners EN5, where a response or resolution is expected. This may include, but is not limited to:
Issues with the quality or completeness of cleaning work, concerns about potential or actual damage to carpets, rugs, upholstery, flooring or furniture, problems with appointments, access or timekeeping, dissatisfaction with the conduct, attitude or appearance of our operatives, errors in pricing or invoicing, or health and safety concerns during or after a visit.
How to Make a Complaint
Customers are encouraged to raise concerns as soon as possible after the service, ideally within 48 hours of the work being completed. This allows us to investigate promptly and, where appropriate, revisit the property while the issue can still be assessed clearly.
When submitting a complaint, please provide the following information where possible: your full name, the address where the cleaning took place, the date and approximate time of the appointment, a clear description of the problem, including the areas or items affected, and any supporting information such as photographs or notes.
Complaints can be raised verbally or in writing. Written complaints are preferred for clarity and record-keeping, but we will accept complaints in any reasonable form and help you set out the details if required.
Stages of the Complaints Process
We follow a clear, staged approach to ensure all complaints are handled consistently.
Stage 1: Initial Review and Acknowledgement
Once we receive your complaint, we will log it in our internal records. We aim to acknowledge complaints within three working days. At this stage, we may contact you to clarify details, request additional information, or ask for photographs to help us understand the situation accurately.
Stage 2: Investigation
A manager or senior team member will investigate your complaint. Depending on the nature of the issue, this may involve speaking with the cleaning operatives who attended your property, reviewing job notes or checklists completed on the day, considering any pre-existing condition of carpets or upholstery as recorded before work began, and, where necessary, arranging a visit to your property to inspect the affected areas.
We aim to complete the investigation and provide a response within ten working days of acknowledging your complaint. If the matter is complex and requires longer, we will inform you of the revised timescale and keep you updated on progress.
Stage 3: Outcome and Resolution
Following the investigation, we will provide a clear outcome. Where the complaint is upheld or partly upheld, we will explain what went wrong and how we propose to put matters right. Possible resolutions may include a re-clean of specific areas, a partial or full refund where appropriate, a goodwill gesture, or recommendations for remedial work where damage is identified and responsibility is established.
If we do not uphold the complaint, we will set out our reasons, including any evidence considered during the investigation. Our response will always aim to be transparent, respectful and easy to understand.
Stage 4: Escalation
If you remain dissatisfied with the outcome at Stage 3, you may ask for the complaint to be reviewed by a more senior member of our team. You should do this within 14 days of receiving our initial outcome. The senior review will focus on whether the original investigation was fair, thorough and in line with this procedure.
We aim to complete this review and provide a final response within ten working days of receiving your escalation request. This response will represent our final position on the matter.
Customer Responsibilities
To help us resolve complaints efficiently, we ask customers to raise issues as soon as possible after the service, provide accurate and complete information, cooperate with any reasonable requests for access, photographs or further details, and treat our staff with courtesy and respect during all communications.
Our Record-Keeping and Continuous Improvement
All complaints are recorded and monitored by Carpet Cleaners EN5. We review complaint data regularly to identify patterns, training needs and opportunities to improve our carpet and upholstery cleaning services across the local area. This may include updating staff training, revising cleaning processes, refining pre-inspection procedures, or improving our communication before and after appointments.
Confidentiality and Data Protection
Information you provide as part of a complaint will be handled in line with applicable data protection requirements. Details will be shared only with those who need to know in order to investigate and resolve the issue. We will not disclose personal information to third parties except where required by law or with your explicit consent.
Policy Review
This Complaints Procedure is reviewed periodically to ensure it remains clear, effective and fair for our customers. Updated versions will apply to all new complaints from the date of publication. By using the services of Carpet Cleaners EN5, you acknowledge that you have access to this procedure and understand how to raise any concerns regarding our work.
