Complaints Procedure for Carpet Cleaners Marylebone

Carpet Cleaners Marylebone is committed to providing reliable, professional cleaning services and to resolving any concerns in a fair and transparent way. This complaints procedure explains how you can raise an issue with us, how we will respond, and what you can expect at each stage of the process.

Purpose of this Complaints Procedure

The purpose of this procedure is to make sure that any concern about our carpet, upholstery, rug, or other cleaning services is handled consistently, quickly, and with respect. We use all feedback, including complaints, to review and improve our services across our local client base.

This procedure applies to all domestic and commercial customers who have used Carpet Cleaners Marylebone and wish to report dissatisfaction with any part of the service we have provided.

What We Class as a Complaint

A complaint is any expression of dissatisfaction about our cleaning services, staff conduct, booking process, pricing clarity, or aftercare, where a response from us is reasonably expected. Examples include: concerns about the quality of carpet or upholstery cleaning, issues with punctuality or conduct of cleaners, misunderstandings regarding the scope or price of the work, problems following a completed visit such as remaining stains or odours, or dissatisfaction with the way a previous concern was handled.

We encourage customers to raise complaints as soon as possible so that we can address the matter while details are still clear and any practical remedies are more easily arranged.

How to Make a Complaint

You may make a complaint in writing or verbally. Written complaints allow us to review details more accurately, but we will treat both written and verbal complaints with the same level of seriousness.

When making a complaint, please provide the following information so that we can investigate efficiently: your full name and contact details, the service address and date of the cleaning visit, a clear description of what went wrong or did not meet your expectations, any relevant supporting details such as room locations, items cleaned, or products used, and the outcome you feel would be a fair resolution if you have one in mind.

If you raise a complaint during or immediately after a visit, you may speak directly to a representative where available. They will record your concerns and ensure they are passed to the appropriate person for review.

Time Limits for Raising Complaints

To help us investigate fairly, we ask that complaints about service quality, such as incomplete cleaning or new marks, are reported as soon as reasonably possible and ideally within 48 hours of the visit. Issues linked to damage or changes to carpets, rugs, upholstery, or flooring should be raised as soon as you become aware of them.

We recognise that some matters may only come to light later. Where possible, we will still review the complaint and aim to reach a fair outcome, but our ability to investigate fully may be reduced if a long period has passed.

How We Handle Your Complaint

Once we receive your complaint, we will acknowledge it and start an initial review. We aim to acknowledge complaints promptly and to complete a first assessment within a reasonable timeframe.

In handling your complaint, we will: listen carefully to your account of events, review any notes from the original booking and service visit, speak to the cleaner or team who attended your property, and assess any photographs or information you are able to provide. Where appropriate, we may request additional details or arrange to revisit the property to inspect the issue in person.

Outcome and Remedies

After investigating, we will provide you with a clear explanation of our findings and any actions we propose to take. Possible outcomes can include: an apology and explanation where we have fallen short of our standards, a return visit to re-clean specific areas, practical advice on aftercare or stain treatment, a partial adjustment of charges where this is appropriate, or, in rare cases, other forms of redress where justified by the circumstances.

Our aim is always to reach a resolution that is fair to you as the customer and also consistent with our responsibilities as a professional cleaning company. Where we are unable to agree to a specific request, we will explain the reasons for our decision.

Escalation of Your Complaint

If you are not satisfied with the initial response, you may request that your complaint be reviewed at a higher level within Carpet Cleaners Marylebone. In this case, a different person, not involved in the original decision where possible, will re-examine: the original complaint, the steps already taken, and any further information you wish to provide.

Following this review, you will receive a final response outlining our position and any further actions we can reasonably take. This marks the completion of our internal complaints procedure.

Confidentiality and Data Protection

All complaints are handled in confidence. Information is only shared with members of our team who need it to investigate and resolve your concerns. We handle personal information in line with applicable data protection principles and retain records of complaints only for as long as necessary for our legitimate business purposes and legal obligations.

Using Feedback to Improve Our Services

Carpet Cleaners Marylebone uses complaints and customer feedback as an important part of quality control. We regularly review the nature and frequency of complaints to identify patterns, training needs, or changes required to our cleaning methods, customer service practices, or booking systems. Our goal is to continually improve the standard and reliability of the carpet and upholstery cleaning services we offer to customers in our service area.

By following this complaints procedure, we aim to ensure that any concerns are heard, investigated carefully, and resolved as fairly and quickly as possible.