Complaints Procedure
Ruislip Carpet Cleaners Complaints Procedure
Ruislip Carpet Cleaners is committed to delivering reliable, professional carpet and upholstery cleaning services and to treating all customers fairly. On the rare occasion that something goes wrong, we want to know about it so that we can put things right and improve our service. This complaints procedure explains how you can raise a concern, how we will respond, and what you can expect from us throughout the process.
Purpose of this Complaints Procedure
The purpose of this procedure is to provide a clear, accessible route for customers to raise concerns about any aspect of our carpet, upholstery or related cleaning services. It sets out the steps we will follow when a complaint is made and the standards of service you can expect from us when we handle your complaint.
This procedure applies to all domestic and commercial customers who have used our services within our operating area. It covers issues such as the quality of cleaning, conduct of staff, adherence to agreed appointment times, and the way we communicate with you before, during and after your booking.
What We Class as a Complaint
A complaint is any expression of dissatisfaction about our services, whether justified or not, where you would like a response or resolution. This may include concerns that:
The service provided did not meet the standard you reasonably expected.
Work was not carried out as agreed at the time of booking.
Our staff acted in a way you consider inappropriate or unprofessional.
We failed to keep you informed, respond in a timely manner, or treat you with courtesy and respect.
If you raise an issue with us, we will always treat it seriously and do our best to resolve it quickly and fairly.
How to Make a Complaint
You can make a complaint in writing or verbally. While we accept complaints in any form, we encourage you to set out your concerns in writing where possible, so there is a clear record of what went wrong and what outcome you are seeking. This often helps us investigate more effectively.
Please provide the following information when making a complaint:
Your full name and contact details.
The address where the cleaning work was carried out.
The date and approximate time of the service.
A clear description of what you believe went wrong.
Any relevant details such as room locations, items cleaned, or particular areas of concern.
Any supporting information you may have, such as photographs or written notes.
Stage One: Initial Resolution
In the first instance, we aim to resolve most issues informally and as quickly as possible.
Once you contact us with a complaint, we will acknowledge that we have received it. We will then review the details, check our records, and, if necessary, speak to the cleaner or team who attended your property.
We will usually aim to provide an initial response within a reasonable timeframe, explaining what we have found and any immediate steps we can take. Wherever possible, we will try to resolve matters at this stage, which may include offering to revisit, re-clean certain areas, or take other appropriate action depending on the circumstances.
Stage Two: Formal Investigation
If you are not satisfied with the outcome at Stage One, or if your complaint is more complex, we will treat it as a formal complaint.
At this stage, a senior member of our team will review your complaint in more detail. This may involve:
Reviewing booking records, job notes and any photographs or reports we hold.
Speaking with the cleaning technicians involved.
Reviewing any evidence or information you have provided.
We will aim to complete our investigation and send you a written response setting out our findings, any conclusions we have reached, and any proposed resolutions. We will also explain the reasons for our decisions so that you can understand how we have reached them.
Possible Outcomes and Remedies
Depending on the nature of your complaint and the outcome of our investigation, we may offer one or more of the following remedies, where appropriate and reasonable:
A clear explanation of what went wrong and why.
An apology where we have failed to meet our usual standards.
A revisit to re-clean specific areas.
A partial or full refund, where this is justified by the circumstances.
Changes to internal processes or additional staff training to reduce the likelihood of similar issues arising in future.
Our aim is always to resolve complaints in a manner that is fair, proportionate, and consistent.
Time Limits for Making a Complaint
We ask that you raise any complaint as soon as you reasonably can after the service has taken place. This allows us to investigate while information is still readily available and any issues with the cleaning are easier to assess.
While we will consider complaints made later, delays in notifying us may make it more difficult to verify what happened and may limit the remedies we are able to offer.
Your Responsibilities
We ask that you treat our team with courtesy and respect throughout the complaints process. In return, we will do the same and will handle your complaint calmly, professionally and without bias.
To help us resolve your complaint promptly, please respond to our requests for further information as fully and quickly as you can. If we do not receive the information we need, this may delay or limit our ability to investigate.
Confidentiality and Data Protection
All complaints are treated in confidence. Information will only be shared with those within our business who need it to investigate and resolve your complaint or to improve our services. We handle all personal data in line with applicable data protection requirements.
Continuous Improvement
Ruislip Carpet Cleaners values all feedback, including complaints, as an important source of learning. We regularly review complaints to identify any patterns, recurring issues or areas where we can improve our cleaning services, communication, or internal processes. By doing this, we aim to provide a consistently high standard of service to customers across our operating area.
If you have any concerns about our service, we encourage you to use this complaints procedure so that we can address the issue and continue to improve what we do.
