Wandsworth Carpet Cleaning Complaints Procedure

Wandsworth Carpet Cleaning is committed to delivering reliable, professional carpet and upholstery cleaning services. We aim to resolve any concerns quickly, fairly, and in a way that maintains your confidence in our work. This complaints procedure explains how you can raise a complaint, how we will handle it, and what you can expect from us at each stage.

Our Commitment to You

We take all complaints seriously, whether they relate to the standard of cleaning, conduct of staff, communication, scheduling, or any other aspect of our services. Our goals when handling a complaint are to:

Listen carefully to your concerns and understand what has happened from your point of view. Investigate the issues thoroughly and objectively. Put things right where we have made a mistake. Learn from feedback to improve our services across our local service areas.

What Is a Complaint

A complaint is any expression of dissatisfaction about our services, whether justified or not, that requires a response. This may include concerns about the quality of cleaning work carried out, delays or missed appointments, behaviour or attitude of staff, clarity of pricing or charges, or the way we have communicated with you before, during, or after a job.

How to Make a Complaint

You can make a complaint in any way that is convenient for you, for example in writing, by phone, or in person to a member of our team attending your property. When raising a complaint, please provide as much detail as you can, including your full name, your property address, the date and approximate time of the service, a clear description of what went wrong and what outcome you are seeking, and any supporting information such as photographs or job notes.

Complaints are best raised as soon as possible after the cleaning service has taken place, so that we can assess the situation accurately and take prompt action if necessary.

Stage One: Informal Resolution

In many cases, issues can be resolved quickly and informally. If you are unhappy with any aspect of our service, please speak to the team member on site or contact our office as soon as you notice the problem. We will aim to:

Listen to your concerns and clarify the details. Offer an explanation where something has gone wrong. Propose a practical solution, which may include a re-clean of affected areas, advice on aftercare, or another appropriate remedy.

Where an issue is straightforward, we will try to resolve it immediately or within a short timescale. If the matter cannot be resolved informally, or you remain dissatisfied with the outcome, you may proceed to a formal complaint.

Stage Two: Formal Complaint

If you wish to escalate your concern, you can submit a formal complaint. Once we receive your formal complaint, we will acknowledge it within a reasonable timeframe. In our acknowledgement we will confirm that your complaint has been received, provide the name or role of the person responsible for handling your complaint, and outline the next steps in the process.

We will then investigate the complaint by reviewing the details you have provided, speaking with the staff involved, checking any job records related to your cleaning appointment, and, where appropriate, arranging a follow up visit to your property to inspect the work.

We aim to provide a full written or verbal response within a reasonable and proportionate timescale, depending on the complexity of the issue. If we need more time to investigate thoroughly, we will let you know and keep you updated.

Our Response and Possible Outcomes

Once the investigation is complete, we will explain our findings clearly. Our response will normally include a summary of your complaint and the issues raised, an explanation of what we have found during our investigation, our decision on whether your complaint is upheld in full, in part, or not upheld, details of any action we will take to put things right, and information on any steps we will take to prevent similar issues in future.

Depending on the circumstances, possible remedies may include a re-clean of some or all of the affected areas, practical advice on aftercare or stain treatment where appropriate, a partial or full adjustment to the invoice where justified, or other reasonable steps to address the concern.

If You Are Still Dissatisfied

If you remain unhappy after receiving our formal response, you may request that your complaint is reviewed by a senior member of our team. This review will consider whether the original investigation was fair, whether all relevant information was taken into account, and whether the outcome was reasonable in view of our findings and your experience.

Following the review, we will provide a final position, explaining any further actions we can reasonably take. While our internal process is designed to resolve matters fully, you are always free to seek independent advice about your options.

Time Limits for Raising Complaints

To help us investigate fairly and accurately, we ask that complaints relating to cleaning work are raised as soon as possible and normally within a reasonable period after the service date. This is particularly important for issues such as stains, odours, or drying problems, where conditions can change over time.

Data Protection and Confidentiality

All complaints are handled in line with our obligations under relevant data protection legislation. Information you provide to us will be used only for the purpose of handling and reviewing your complaint, improving our services, and meeting any regulatory requirements. We will treat your complaint confidentially and share details only with those who need to know in order to investigate and resolve the matter.

Continuous Improvement

Wandsworth Carpet Cleaning views complaints as an important source of feedback. We regularly review the nature and frequency of complaints to identify trends, staff training needs, and opportunities to improve our cleaning methods, equipment, and customer service across the areas we serve. By following this complaints procedure, we aim not only to resolve individual issues but also to enhance the overall quality and reliability of our services for all customers.