Chelsea Carpet Cleaners Complaints Procedure

Chelsea Carpet Cleaners is committed to providing professional carpet, rug and upholstery cleaning services and to dealing fairly and promptly with any concerns. This complaints procedure explains how you can raise an issue, how we will respond, and what you can expect at each stage of the process.

Purpose and Scope

This procedure applies to all residential and commercial customers who use our cleaning services. It covers complaints about the quality of work, the conduct of our staff or contractors, the accuracy of information provided before or after a booking, and any aspect of our service delivery, from initial enquiry to aftercare.

We use all complaints as an opportunity to put things right and to improve our service across the areas we cover. We will treat you with courtesy and respect at all times and expect the same in return.

How to Make a Complaint

You can raise a complaint verbally or in writing. While we accept complaints made in any reasonable way, we encourage customers to put their concerns in writing so that we have a clear record of the issues and can investigate more effectively.

When submitting a complaint, please provide the following information so that we can identify your booking and respond quickly:

The full name of the person who made the booking, the service address, the date and approximate time of the cleaning service, the type of service carried out, such as carpet cleaning, upholstery cleaning or rug cleaning, a clear description of the issue, including which rooms, items or areas are affected, and any relevant photos that show the problem, if available.

We ask that you raise any complaint as soon as possible after the service, and in any event within a reasonable time. Issues relating to the outcome of a clean are usually easiest to assess within a few days of the visit.

Initial Acknowledgement

Once we receive your complaint, we will acknowledge it as soon as reasonably possible. For written complaints, we will confirm that we have received your message and that an investigation has started. For verbal complaints made at the time of service, the attending cleaner or supervisor will try to resolve the matter immediately where they are able to do so.

If the complaint cannot be resolved on the spot, it will be referred to a manager for further review. You will be informed of this and told what will happen next.

Investigation of Your Complaint

A manager or a designated member of our team will review your complaint objectively. The investigation may include: examining job notes, checklists and booking details for the relevant appointment, speaking with the cleaner or team who attended the property, reviewing any photos, videos or other evidence you have provided, and where necessary, arranging a follow up inspection of the property or the affected items.

Our aim is to complete the initial investigation within a reasonable timeframe. If we need more time, for example because we require additional information from you or need to revisit the property, we will keep you informed.

Our Response and Possible Outcomes

Once the investigation is complete, we will provide you with a clear response. This will normally include: a summary of your complaint, the outcome of our investigation, any actions we have already taken, and any further steps we propose to take to resolve the matter.

Depending on the nature and validity of the complaint, possible outcomes may include one or more of the following: a detailed explanation or clarification about what has happened, a partial or full re clean of the affected area, where appropriate and feasible, practical advice on aftercare or further treatment that may help achieve the best result, a goodwill gesture, where considered appropriate, and information on any internal changes we will make to help prevent similar issues in future.

Where a re clean or other remedial action is agreed, we will arrange this at a mutually convenient time, taking into account access to the property and the condition of the flooring or furnishings.

Escalating Your Complaint

If you are not satisfied with the outcome of the initial investigation, you may ask for your complaint to be reviewed by a senior member of our team.

In your escalation request, please explain why you are unhappy with the initial response and what outcome you are seeking. The senior reviewer will reassess the matter, which may include a further conversation with you, a fresh look at the evidence, and, where appropriate, another site visit.

After this review, we will provide a final position on your complaint from our side. We will explain clearly what findings we have reached and the reasons for our decision.

Customer Responsibilities

To help us resolve complaints efficiently, we ask that you: provide accurate and complete information when you first raise your concerns, cooperate with any reasonable requests for further details or access to the property, follow any aftercare advice given at the time of booking or on the day of service, such as drying times and stain treatment guidance, and raise your complaint as soon as practicable after the service.

Some issues may be linked to the age, condition or previous treatment of carpets and furnishings. While we always work to industry standards and with care, results can vary where items are heavily worn or damaged. We will always be honest about what we find during an investigation.

Confidentiality and Data Protection

All complaints are handled in confidence. Information relating to your complaint will be shared only with staff who need it to investigate and resolve the issue, or where we are required to disclose information for legal or regulatory reasons.

We keep records of complaints and outcomes so that we can monitor performance, train staff, and identify areas where our carpet and upholstery cleaning services can be improved across our service area.

Continuous Improvement

Chelsea Carpet Cleaners values feedback, whether positive or negative. Complaints are an important source of insight and help us to review our methods, equipment, and staff training. We regularly analyse complaint trends to improve our services, customer communication and appointment processes.

By following this complaints procedure, we aim to deal with all concerns fairly, consistently and within a reasonable timeframe, while maintaining our commitment to professional cleaning standards for every customer we serve.