Greenwich Carpet Cleaning Complaints Procedure

Greenwich Carpet Cleaning is committed to providing a professional, reliable cleaning service and a positive experience for every customer. We recognise that, on occasion, things may not go to plan. When this happens, we want to hear about it so we can put things right promptly and improve our services. This Complaints Procedure explains how to raise a concern, how we handle complaints, and what you can expect from us at each stage.

1. Purpose of this Complaints Procedure

The purpose of this procedure is to provide a clear and fair process for customers to make a complaint about any aspect of our work, including carpet cleaning, upholstery cleaning, rug care, stain removal, and related services. It sets out how we will respond, the timescales involved, and the possible outcomes. We aim to resolve most issues quickly and informally, but a more formal process is available if needed.

2. What We Class as a Complaint

A complaint is any expression of dissatisfaction about our services, staff, conduct on site, communication, or the way we have handled a previous query. Examples include concerns about the quality of cleaning results, punctuality or behaviour of technicians, adherence to agreed quotations or bookings, or how your property was treated during a visit. Feedback that does not require a response is always welcome, but this procedure specifically covers matters where you would like us to investigate and respond.

3. Raising a Complaint Informally

Many issues can be resolved quickly by speaking to us as soon as you notice a problem. If you are unhappy during or immediately after a visit, please raise your concern with the attending technician if you feel comfortable doing so. They will do their best to address the issue on the spot where safe and practical.

If the matter cannot be resolved during the visit, or if you prefer not to discuss it in person, you can contact our office. Please provide your name, the service address, the date of the clean, and a clear description of your concern. Wherever possible, we will try to resolve informal complaints within a reasonable time frame and agree a suitable remedy.

4. Making a Formal Complaint

If you feel that an informal discussion has not resolved your concern, or if the issue is serious, you may submit a formal complaint. When making a formal complaint, please include the following information so we can investigate thoroughly:

Full name and service address, dates and approximate times of the service, a clear description of what went wrong, any previous communication about the issue, and what outcome you are seeking, where applicable. Providing as much detail as possible helps us to understand the situation and review it fairly.

5. Acknowledgement and Timescales

Once we receive a formal complaint, we will acknowledge it within a reasonable period of time. We will then assign your complaint to a member of our management or customer care team who has not been directly involved in the original service wherever possible. They will review the details, speak with the technicians involved, and, if necessary, request additional information from you.

We aim to provide a full written response within a set number of working days from the date of acknowledgement. If we are unable to meet this timescale, for example due to the complexity of the issue or the need for further investigation, we will inform you and explain when you can expect a full reply.

6. How We Investigate Complaints

Our investigation will be conducted in a fair, objective, and timely manner. This may include reviewing job notes and checklists, discussing the visit with the technicians who attended, assessing any after-care or safety considerations that may have affected the result, and requesting photos or further information from you, if relevant.

We will consider the services agreed, the work carried out, and any external factors such as pre-existing damage, wear, or manufacturer care instructions for carpets, rugs, and upholstery. Our goal is to understand what happened and whether our team followed our procedures and professional standards.

7. Outcomes and Remedies

After completing our investigation, we will write to you with our findings and any actions we propose. Depending on the circumstances, possible outcomes may include an explanation or clarification about the service provided, an apology where we have fallen short of our standards, a complimentary re-clean or additional remedial work where appropriate, or other forms of redress that we consider reasonable and proportionate.

We will always aim for a resolution that is fair to you and to our staff, and that reflects the actual impact and circumstances of the case. In some cases, we may not be able to offer the remedy you have requested, but we will explain our reasoning clearly.

8. Escalating Your Complaint

If you are not satisfied with the outcome of your formal complaint, you may request that it is reviewed by a senior manager who was not involved in the first decision. You should explain why you remain dissatisfied and what you believe would be a fair resolution.

The senior manager will review the original investigation and response, as well as any additional information you provide. They may contact you for further clarification. Following this review, we will provide a final response. This is the final stage of our internal complaints procedure.

9. Our Commitment to Continuous Improvement

All complaints, whether upheld or not, are taken seriously. We record and review complaints regularly to identify patterns, training needs, or areas where our procedures may need to be strengthened. Feedback from customers across our service area helps us maintain high standards and improve how we plan and deliver carpet, rug, and upholstery cleaning.

By following this Complaints Procedure, Greenwich Carpet Cleaning aims to resolve issues fairly, protect customers and staff, and ensure that our services remain reliable, safe, and professional.