Complaints Procedure for Richmond upon Thames Carpet Cleaners
Richmond upon Thames Carpet Cleaners is committed to providing high quality 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 a concern about our services and how we will respond, investigate and resolve the matter.
Purpose and Scope
This procedure applies to all domestic and commercial customers who have used our cleaning services. It covers complaints about the standard of work, conduct of staff or subcontractors, punctuality, communication, and any other aspect of the service you have received from Richmond upon Thames Carpet Cleaners.
The procedure does not cover disputes relating solely to matters outside our control, such as property conditions prior to cleaning or third-party interference after our visit. However, we will always aim to provide clear explanations and assistance where possible.
Our Commitments
When you make a complaint, we will treat you fairly, respectfully and without discrimination. We will handle your concerns promptly, investigate them thoroughly, and keep you informed of progress. Our goal is to reach a fair and reasonable outcome, learn from any mistakes, and improve our services across the areas we serve.
How to Make a Complaint
You can raise a complaint in writing or verbally. We encourage you to provide as much detail as possible, including your full name, service address, the date of the clean, and a clear description of the issue. Photographs can be helpful for issues such as stains, damage, or areas you believe were missed.
You may make a complaint directly to the operative at the time of the service, to a supervisor or to our office team. If you raise a concern on the day of service, we will try to address it immediately. If you contact us at a later date, we recommend doing so as soon as reasonably possible, ideally within 7 days of the service.
Information We Need From You
To help us handle your complaint efficiently, please provide the following information when you contact us:
Your full name and service address
The date and approximate time of the service
A description of the work booked, for example carpet cleaning, rug cleaning, upholstery cleaning or related services
A clear explanation of what went wrong and what outcome you are seeking
Any supporting evidence, such as photographs or notes taken on the day
Stages of the Complaints Process
Initial Review
Upon receiving your complaint, we will acknowledge it as soon as reasonably practicable. An initial review will be carried out by a member of our office or management team. Where possible, minor issues may be resolved at this stage with a simple clarification, a return visit or an agreed adjustment.
Investigation
If your complaint requires further investigation, it will be assigned to a manager who is not directly involved in the original service, where possible. The manager may contact you to request additional details or evidence, and may also speak with the operative who attended your property and review any relevant job notes.
We will aim to complete the investigation within a reasonable timescale. If we expect any delay, we will inform you and explain the reason.
Outcome and Resolution
Once the investigation is complete, we will provide you with a response outlining:
The findings of our investigation
Any factors that may have contributed to the issue
The decision we have reached
The steps we propose to take to resolve the matter, if applicable
Possible resolutions may include a re-clean of specific areas, practical advice on further treatment, a partial refund, a full refund in appropriate cases, or a clear explanation where we do not consider the complaint to be justified. The outcome will depend on the specific circumstances and the evidence available.
Escalation of Your Complaint
If you are dissatisfied with the outcome of the initial investigation, you may request that your complaint is escalated. In this case, a senior member of our management team will review both your original complaint and the decision already made.
During this review, we may contact you again for clarification or additional information. After considering all the available information, we will provide a final response. This will set out whether we uphold, partially uphold or do not uphold your complaint, and whether any further action will be taken.
Timescales
We aim to acknowledge all complaints as quickly as reasonably possible and to provide a full response within a reasonable period, taking into account the complexity of the issue. Some matters, such as alleged damage or complex service disputes, may take longer to investigate, but we will keep you informed of progress.
Fair Treatment and Confidentiality
All complaints are handled confidentially and in line with relevant data protection requirements. We will only share details of your complaint with members of staff who need the information in order to investigate and resolve the issue. Making a complaint will not affect your right to use our services in the future, and we will not treat you less favourably for having raised a concern.
Learning from Complaints
Richmond upon Thames Carpet Cleaners values feedback from customers across our service areas. Where a complaint highlights areas for improvement, we may provide additional staff training, update our procedures, or adjust the way we deliver certain services. Our aim is to enhance the overall quality and consistency of our cleaning services and to provide a reliable experience for every customer.
Alternative Dispute Options
If, after following this Complaints Procedure, you remain dissatisfied, you may choose to seek independent advice or explore alternative dispute resolution options that may be available to you. While we cannot give legal advice, we will cooperate reasonably with any legitimate external review process.
Review of this Procedure
This Complaints Procedure is reviewed periodically to ensure it remains clear, fair and effective. We reserve the right to amend the procedure when necessary, for example to reflect changes in our business operations or in applicable regulations, while remaining committed to treating all customers fairly and respectfully.