Complaints Procedure
Complaints Procedure for Camden Carpet Cleaners
Camden Carpet Cleaners is committed to delivering reliable and professional cleaning services. We recognise that, on occasion, things may not go as planned. This complaints procedure explains how you can raise concerns, how we will respond, and what steps we will take to resolve any issues fairly and efficiently.
Purpose of this Complaints Procedure
The purpose of this procedure is to provide a clear and accessible process for any customer who is dissatisfied with our carpet, upholstery, rug, end of tenancy, or general cleaning services. Our aims are to:
Ensure all complaints are taken seriously and handled respectfully.
Offer a transparent process so you know what to expect at each stage.
Resolve matters as quickly as possible, with a focus on putting things right where we can.
Use feedback to improve our services, systems, and staff training.
What Is a Complaint
A complaint is any expression of dissatisfaction, whether spoken or written, about our services, our staff, our booking process, our conduct on site, or how we have handled a previous issue. You do not need to use the word complaint for it to be treated as one.
How to Make a Complaint
You can make a complaint in any of the following ways:
In person, to a member of our cleaning team at the time of service where this is practical.
In writing, providing as much detail as possible about the issue.
By contacting our office through any of our usual communication channels listed on our contact page.
When submitting a complaint, please include:
Your full name and the address where the service was carried out.
The date and approximate time of the service.
A clear description of what went wrong and how you believe it should be resolved.
Any relevant supporting information, such as photographs or booking references.
Time Limits for Making a Complaint
We encourage you to contact us as soon as possible if something is not right. For most cleaning services, we ask that complaints are raised within 72 hours of the work being completed. This helps us investigate effectively and, where possible, return to inspect the property or undertake remedial work.
Complaints raised outside this timeframe will still be considered, but our ability to verify and correct issues may be more limited.
How We Handle Your Complaint
We follow a structured, step-by-step approach when dealing with complaints:
Acknowledgement: We will acknowledge your complaint and confirm that it is being reviewed. Where contact details are provided, we will normally do this within a reasonable timeframe.
Initial assessment: We will review the details you have supplied, check any relevant records such as booking notes, cleaning reports, and staff schedules, and decide what further information is required.
Investigation: An appropriate member of our management team will investigate your complaint. This may involve speaking with the cleaners who attended, reviewing procedures followed on the day, and, if necessary, arranging a visit to inspect the work.
Response: Once the investigation is complete, we will respond to you with our findings, any conclusions, and proposed actions.
Investigation Process
Our investigation will be fair, proportionate, and based on the information and evidence available. Where appropriate, we may:
Request additional details, such as photos of the affected areas.
Ask you questions to clarify what happened and what outcome you are seeking.
Review relevant policies, risk assessments, and service specifications.
Assess whether the work delivered matched the agreed scope of cleaning.
We aim to complete most investigations and provide a full response within a reasonable period, depending on the nature and complexity of the complaint.
Possible Outcomes and Resolutions
Where we find that service standards have not been met, we will consider reasonable and proportionate remedies. These may include one or more of the following, depending on the circumstances:
A clear explanation of what went wrong and why.
A return visit to re-clean specific areas or repeat all or part of the service.
A partial or full adjustment to the service charge, where appropriate.
Changes to our internal processes, training, or supervision of staff.
If we conclude that our service was delivered in line with the agreed scope and industry norms, we will explain our reasoning clearly. Even where no fault is found, your feedback will still be used to help us improve.
Respectful Behaviour and Fair Use
We expect all parties to behave courteously throughout the complaints process. Our staff will be polite and professional at all times. In return, we ask that customers treat our team members with respect. Abusive, threatening, or discriminatory behaviour may lead us to limit or discontinue communication on a case-by-case basis.
Escalating Your Complaint
If you are not satisfied with the outcome of your complaint after our final response, you may request that it is reviewed by a more senior member of our management team, where available. You should do this in writing, explaining why you disagree with the outcome and what further resolution you are seeking.
The senior reviewer will consider whether the original investigation was fair, whether the evidence has been properly weighed, and whether the remedy offered is reasonable. They will then provide a final internal decision.
Continuous Improvement
Every complaint, whether large or small, is an opportunity for Camden Carpet Cleaners to improve. We regularly review complaint trends, identify recurring issues, and adapt our training, quality checks, and procedures to reduce the likelihood of problems happening again.
By following this complaints procedure, we aim to ensure that all concerns are dealt with consistently, fairly, and with a genuine commitment to maintaining high standards in all our cleaning services.
