Complaints Procedure
Complaints Procedure for Putney Carpet Cleaning Services
Putney Carpet Cleaning is committed to delivering reliable, professional cleaning services and to dealing fairly and promptly with any concerns. This Complaints Procedure explains how customers can raise a complaint, how it will be handled, and what to expect from us at each stage.
1. Purpose of this Complaints Procedure
The purpose of this procedure is to ensure that all complaints relating to our cleaning services, customer care, or conduct of staff and contractors are managed in a clear, consistent and timely manner. We use feedback, including complaints, to review and improve our services across our operating areas.
This procedure applies to all domestic and commercial customers who have used Putney Carpet Cleaning for carpet, rug, upholstery or related cleaning work.
2. What We Class as a Complaint
A complaint is an expression of dissatisfaction, whether oral or written, where a customer believes that:
There has been a shortfall in the quality of cleaning provided, for example unsatisfactory stain removal, damage, or incomplete work. There has been a delay, missed appointment, or lack of communication regarding a scheduled visit. Our staff or representatives have behaved in a manner that is considered rude, unprofessional or unsafe. Any aspect of our service, pricing explanation, or aftercare advice did not meet reasonable expectations.
We distinguish a complaint from a simple request for information or a minor query that can be resolved immediately. However, if you are unsure, you are always welcome to raise your concern and we will treat it appropriately.
3. How to Make a Complaint
Customers are encouraged to raise concerns as soon as possible after the issue occurs, ideally within a reasonable time of the service being carried out. This gives us the best opportunity to investigate and put things right.
You can make a complaint by contacting our office using any of the standard contact methods listed on our website or documentation. When making a complaint, please provide the following information where possible:
Your full name and service address. The date of the cleaning service and, if known, the name of the operative. A clear description of the problem, including any areas, items or rooms affected. Any supporting information such as photographs, written notes, or invoices. Details of what outcome or resolution you would consider fair.
We will accept complaints made by the person who booked the service or by someone authorised to act on their behalf.
4. Acknowledgement of Your Complaint
Once we receive your complaint, we will record it in our internal system and begin our initial review. We aim to acknowledge all complaints within a reasonable period of time, confirming that we have received your information and outlining the next steps in the process.
If we require further details in order to investigate properly, we may contact you to ask for clarification or additional evidence. Providing this information promptly helps us to move more quickly toward a resolution.
5. Investigation Process
Complaints are handled by an appropriate member of our management team who was not directly involved in the issue wherever practical. The investigation may include some or all of the following steps:
Reviewing the original booking, job sheet and any notes taken by our operative. Speaking with the cleaning operative or team who attended your property. Assessing any photographs or other evidence provided by you. Where necessary, arranging a follow up visit to inspect the work or any alleged damage on site.
We aim to carry out investigations thoroughly but efficiently, taking into account the nature and complexity of the complaint.
6. Our Response and Possible Outcomes
After completing our investigation, we will communicate our findings to you and explain our decision. Wherever possible, this will include:
A summary of what we understand your complaint to be. The steps we have taken to investigate the matter. Our conclusions and, where appropriate, an apology. Any proposed remedy or next steps.
Depending on the circumstances, possible outcomes may include one or more of the following:
Providing additional cleaning at no extra cost, where practical and appropriate. Offering a partial or full refund for the specific service element that fell below expectations. Offering a gesture of goodwill where the service did not meet our normal standards. Explaining clearly why we are unable to uphold the complaint if the evidence does not support it.
7. Timeframes for Handling Complaints
We aim to resolve most complaints within a reasonable period of time from acknowledgement. Some matters, particularly those requiring site visits or more detailed investigation, may take longer. If this happens, we will keep you informed of progress and provide an updated timescale wherever we can.
Our focus is on reaching a fair and balanced decision based on the information available, rather than rushing to close a complaint prematurely.
8. Escalation if You Are Not Satisfied
If you are unhappy with the outcome of your complaint or the way it was handled, you may ask for the matter to be reviewed by a more senior person within Putney Carpet Cleaning, where available. In your request for escalation, please explain why you remain dissatisfied and what you believe would resolve the issue.
The manager reviewing an escalated complaint will look again at the evidence and response given so far and may contact you for further discussion. Once this review is complete, we will provide you with a final position from our side.
9. Fair Treatment and Confidentiality
All complaints are treated seriously and respectfully. Making a complaint will not affect your ability to use our services in the future, and we will not treat you less favourably because you have raised a concern.
Information relating to your complaint will be kept confidential and shared only with staff who need to know in order to investigate and respond. We retain complaint records for internal monitoring and improvement purposes in line with our data handling practices.
10. Using Complaints to Improve Our Services
We review complaints regularly to identify patterns, training needs and opportunities for improvement. Feedback from customers in our service areas helps us refine our cleaning processes, equipment choices, appointment scheduling and communication. Our aim is to reduce the likelihood of similar issues arising in the future and to continue raising our standards of service.
This Complaints Procedure is reviewed periodically to ensure it remains clear, fair and effective for all Putney Carpet Cleaning customers.
