Complaints Procedure for Battersea Carpet Cleaners
Battersea Carpet Cleaners is committed to providing reliable, professional carpet and upholstery cleaning services. We recognise that, on rare occasions, customers may feel that our service has not met their expectations. This complaints procedure explains how you can raise a concern, how we will respond, and the standards you can expect from us at every stage.
Our Commitment to Resolving Complaints
We take all complaints seriously and view them as an opportunity to review and improve our services. Our aims are to:
Respond promptly and courteously to every complaint we receive.
Investigate concerns in a fair and objective manner.
Provide clear explanations and, where appropriate, reasonable remedies.
Use feedback to prevent similar issues from happening in future.
What This Procedure Covers
This procedure applies to complaints about:
The quality of our carpet, rug, upholstery, or end of tenancy cleaning services.
The conduct, behaviour, or appearance of our cleaning operatives.
How we have handled your booking, including schedules or access arrangements.
Communication and customer service you received from our office or field teams.
Any alleged damage or loss that you believe occurred during our visit.
Issues related to pricing clarity or information provided before or after the job.
This procedure does not cover general enquiries, requests for quotations, or routine service adjustments, which are handled through our standard customer service channels.
How to Make a Complaint
You can submit a complaint in writing. Providing a written account helps ensure we fully understand your concerns and can investigate them thoroughly.
When submitting your complaint, please include:
Your full name and the address where the cleaning was carried out.
The date and approximate time of the service.
A clear description of what went wrong and how it has affected you.
Any relevant supporting information, such as photographs, inventory reports, or notes from the day of service.
Any steps you have already taken to resolve the matter with a member of our team.
Time Limits for Raising a Complaint
To help us investigate effectively, we ask that you raise your complaint as soon as possible after the issue arises. Where the complaint concerns the quality of cleaning, we request that you contact us within 48 hours of the service, wherever reasonably possible. For alleged damage, please notify us as soon as practicable after you become aware of the problem.
Initial Acknowledgement
Once we receive your complaint, we will acknowledge it in writing. Our acknowledgement will typically include:
Confirmation that we have received your complaint.
The name or role of the person who will be responsible for reviewing it.
An outline of the next steps, including indicative timeframes for our investigation and response.
We aim to acknowledge all complaints within three working days of receipt.
Investigation Process
After acknowledging your complaint, we will carry out a careful investigation. This may include:
Reviewing your booking details, job notes, and any relevant photographs or reports.
Speaking with the cleaning operatives who attended your property.
Assessing any evidence you have provided, such as move-in or move-out reports, photos, or written correspondence.
Where appropriate, discussing the situation with you to clarify specific points or ask for additional information.
Our goal is to approach the investigation impartially and to consider both your account and the information available from our internal records.
Our Response and Possible Outcomes
Once we have completed our investigation, we will write to you with our findings. Our response will normally include:
A summary of your complaint as we understand it.
An explanation of what we have done to investigate.
Our conclusions, including whether we believe the complaint is upheld in full, in part, or not upheld.
Any actions we propose to take to resolve the matter.
Depending on the circumstances, possible outcomes may include:
A repeat or partial repeat of the cleaning service, where appropriate and feasible.
A goodwill gesture or other practical remedy, where considered reasonable.
An explanation of why we are not able to offer a particular form of remedy, if applicable.
We aim to provide a full written response within 14 working days of acknowledging your complaint. If we require more time, for example due to the complexity of the issue or the need to obtain further information, we will let you know and provide an updated timescale.
Escalating Your Complaint
If you are not satisfied with our initial response, you may ask for your complaint to be reviewed at a higher level within our company. When requesting an escalation, please explain why you remain dissatisfied and what outcome you are seeking.
The escalation review will be carried out by a senior member of our management team who was not directly involved in the original decision, where possible. They will consider all relevant information again and may contact you for clarification. Following this review, we will send you a final written response setting out our position.
Your Responsibilities as a Customer
To help us resolve complaints effectively, we ask that you:
Provide accurate and complete information about the issue.
Allow reasonable access to the property if an inspection is required.
Retain any relevant evidence, such as photographs or inventory reports.
Communicate with our team in a respectful and constructive manner.
Continuous Improvement
We regularly review complaints data to identify patterns and areas where we can improve our carpet and upholstery cleaning services, staff training, or communication methods. Feedback from customers is an important part of this process, and we appreciate the time taken to raise concerns and help us enhance our standards.
Changes to This Procedure
Battersea Carpet Cleaners may update this complaints procedure from time to time to reflect changes in our internal processes or applicable guidance. The version published on our legal and policy information pages will be the most current and will apply to complaints raised after the date of publication.
