Carpet Cleaners Tooting Complaints Procedure

This complaints procedure explains how customers of Carpet Cleaners Tooting can raise concerns about our carpet, rug and upholstery cleaning services, and how we will respond. Our aim is to resolve any issues quickly, fairly and in a transparent way, while continually improving our work across the local area we serve.

Our Commitment to Handling Complaints

We recognise that, despite our best efforts, problems can occasionally arise. When they do, we treat every complaint as an opportunity to put things right and to improve our services. All complaints are taken seriously and are handled with respect, discretion and professionalism. We will always aim to resolve matters at the earliest possible stage.

What This Complaints Procedure Covers

This procedure applies to complaints about any aspect of our cleaning services, including but not limited to:

Service quality, including carpet, rug and upholstery cleaning results
Conduct, attitude or behaviour of our cleaning technicians
Damage to property or belongings allegedly caused during our visit
Missed or delayed appointments and access issues
Billing, charges and payment concerns

This procedure does not cover disputes that are already the subject of legal proceedings or matters that fall outside our control, such as external utility failures or access restrictions created by third parties.

How to Make a Complaint

You can make a complaint to Carpet Cleaners Tooting in writing or verbally. We recommend providing your complaint in writing where possible, as this helps us to keep a clear record and ensures we fully understand your concerns.

When submitting a complaint, please include the following information so that we can investigate effectively:

Your full name and preferred method of contact
The address where the cleaning service was carried out
The date and approximate time of the service
A clear description of what went wrong and when
Any relevant photographs or supporting information
Details of any conversations already held with our team about the issue

If you raise a concern during or immediately after a visit, you may speak directly with the attending cleaner or our office, who will attempt to resolve the issue on the spot where possible.

Timescales for Raising a Complaint

To help us investigate fairly and accurately, we ask that complaints about service quality, damage or conduct are raised as soon as possible and ideally within 7 days of the service taking place. Complaints raised later than this may be more difficult to investigate, but we will still review them and do our best to reach a reasonable conclusion.

How We Will Respond

Once we receive your complaint, we will follow a structured process:

Acknowledgement: We will acknowledge your complaint and confirm that it is being reviewed. Where possible, this will be done within 2 working days of receiving your complaint.

Investigation: A member of our management team will review the details of your complaint, speak to the cleaner or team involved, and, where appropriate, ask you for further information or evidence. We may request photographs, access to the property for inspection, or clarification of any points you have raised.

Outcome: Following our investigation, we will provide you with a clear written response setting out our findings, any actions already taken, and any further steps we propose to resolve the matter.

We aim to provide a full response within 10 working days of acknowledging your complaint. If the issue is complex or requires more time, we will let you know and provide an updated timescale.

Possible Resolutions

Depending on the nature of the complaint and the outcome of our investigation, possible resolutions may include one or more of the following:

A return visit to re-clean the affected areas
Guidance on aftercare or stain treatment where appropriate
A partial or full refund, where justified
A goodwill gesture or discount on future services, at our discretion
An apology and explanation of any changes we will make to prevent a recurrence

Any form of compensation or refund will be assessed case by case, taking into account the circumstances, evidence available and the terms agreed at the time of booking.

Escalating a Complaint

If you are not satisfied with the initial response or proposed resolution, you may ask for your complaint to be reviewed by a senior member of our team. When asking for escalation, please explain why you remain dissatisfied and what outcome you are seeking.

The senior reviewer will re-examine the complaint, the evidence and the previous response, and may contact you to discuss the situation further. We will then provide a final response, normally within 10 working days of your escalation request.

Fairness and Confidentiality

All complaints are handled confidentially. We will only share information internally with those who need it to investigate and resolve the issue. We are committed to treating all customers fairly and without discrimination. Raising a complaint in good faith will not affect your ability to use our services in the future.

Continuous Improvement

Carpet Cleaners Tooting uses information from complaints and feedback to identify patterns, improve our training, update procedures and enhance the quality of our carpet and upholstery cleaning services across the area we cover. By telling us when something goes wrong, you help us to improve the experience for all customers.

Acceptance of This Procedure

By booking and using the services of Carpet Cleaners Tooting, you acknowledge that you have had the opportunity to review this complaints procedure and understand how to raise any concerns. Nothing in this procedure affects your statutory rights under applicable consumer law.