Stockwell Carpet Cleaners Complaints Procedure
Stockwell Carpet Cleaners is committed to providing reliable, professional carpet and upholstery cleaning services. We recognise that, on occasion, things may not go as planned. When this happens, we want to know about it so that we can put matters right and improve our services. This Complaints Procedure explains how you can raise a concern, how we will respond, and what you can expect from us at each stage.
Our Commitment to You
We aim to handle every complaint promptly, fairly, and transparently. All complaints are taken seriously, whether they relate to the quality of cleaning, conduct of staff, scheduling, or any other aspect of our service. Our objectives when dealing with complaints are to:
Investigate your concerns thoroughly and without bias.
Respond within reasonable and clearly stated timescales.
Keep you informed throughout the process.
Offer a practical and fair resolution wherever possible.
Use your feedback to prevent similar issues in the future.
What Counts as a Complaint
A complaint is any expression of dissatisfaction about our cleaning services, our staff, or the way we have handled a previous enquiry or booking. This may include, but is not limited to:
Concerns about the standard or results of a carpet, rug, upholstery, or end of tenancy clean.
Issues related to punctuality, missed appointments, or poor communication.
Concerns about staff behaviour or professionalism while on your premises.
Disputes about prices, invoicing, or clarity of quotations.
Dissatisfaction with how an earlier issue or query was handled.
How to Make a Complaint
You can make a complaint in writing or verbally, depending on your preference. To help us resolve your concern efficiently, please provide as much detail as possible, including:
Your full name and the address where the service was carried out.
The date and approximate time of the appointment.
A clear description of what went wrong and how it affected you.
Any steps you have already taken to resolve the matter with our staff.
Any supporting information you consider relevant, such as photographs or reference numbers.
If you raise a complaint directly with a member of our cleaning team on site, they will record the details and pass them to their supervisor or the office for further review.
Stages of the Complaints Process
Our complaints process is designed to be straightforward and easy to follow. In most cases, we will aim to resolve issues at the earliest possible point.
Stage 1: Initial Response
Once we receive your complaint, we will acknowledge it as soon as reasonably possible. At this stage we will:
Confirm that we have received your complaint.
Clarify any points if we need more information.
Explain the next steps and likely timescales for our investigation.
Where the issue is straightforward, we may be able to resolve it immediately or within a short period. If so, we will confirm the outcome and any agreed actions with you.
Stage 2: Investigation
If your complaint requires further investigation, it will be reviewed by a supervisor or manager who was not directly involved in the original service, wherever practicable. During this investigation we may:
Speak to the cleaners or staff members involved in providing the service.
Review job notes, booking details, and any relevant photographs or records.
If appropriate and feasible, arrange a visit to inspect the area that was cleaned.
We aim to complete our investigation and provide a full written or verbal response within a reasonable timeframe. If, for any reason, we need longer, we will let you know and keep you updated on progress.
Stage 3: Resolution and Outcome
Once the investigation is complete, we will explain our findings and any actions we propose to take. Possible outcomes may include:
A follow-up visit to re-clean specific areas, where appropriate.
Practical steps to correct any service issues identified.
A goodwill gesture, where considered appropriate in the circumstances.
An explanation of what went wrong and how we intend to prevent a recurrence.
If we decide that no further action is necessary, we will explain our reasons clearly. You will have the opportunity to ask questions or provide additional information if you feel something has not been fully considered.
Escalating Your Complaint
If you are not satisfied with the outcome at the initial stages, you may ask for your complaint to be reviewed by a more senior manager. When requesting an escalation, please set out why you remain dissatisfied and what outcome you are seeking.
The senior manager will review the handling of your complaint, the evidence considered, and the decision reached. They may contact you for further information before providing a final response. This final response will set out the conclusions reached and whether any further actions will be taken.
Timescales
We aim to acknowledge all complaints promptly and to provide a full response within a reasonable period, taking into account the nature and complexity of the issue. If we are unable to meet our indicative timescales for any reason, we will inform you and explain the reason for the delay.
Confidentiality and Data Protection
All complaints are handled in confidence. Information you provide will only be shared with staff who need it in order to investigate and respond. We will handle any personal data in accordance with applicable data protection requirements and our internal policies.
Using Complaints to Improve Our Services
Every complaint gives us an opportunity to review our performance and improve the way we deliver carpet and upholstery cleaning. We regularly monitor and review the complaints we receive to identify any trends, training needs, or process changes that could enhance our service quality across our operating areas.
Review of This Complaints Procedure
This Complaints Procedure is reviewed regularly to ensure it remains clear, fair, and effective. Stockwell Carpet Cleaners may update this document from time to time to reflect changes in our operations, relevant guidance, or legal requirements. The most current version of this procedure will apply to all new complaints.
