Complaints Procedure

Complaints Procedure for Hounslow Carpet Cleaning

Hounslow Carpet Cleaning is committed to delivering reliable and professional cleaning services across our service area. We aim to resolve any concerns quickly, fairly and consistently. This complaints procedure explains how you can raise a complaint about our services and what you can expect from us in response.

Purpose of this Complaints Procedure

The purpose of this procedure is to provide a clear and transparent process for handling complaints. It sets out how you can contact us, how we will respond, the timescales involved, and how you can escalate your complaint if you are not satisfied with our initial response.

This procedure applies to all customers who use Hounslow Carpet Cleaning for carpet, upholstery or related cleaning services within our operating area.

What We Class as a Complaint

A complaint is any expression of dissatisfaction about our services, staff, communication, appointments, workmanship, conduct on site, or how we have handled an enquiry or booking. We encourage you to raise concerns as soon as possible so we can put things right promptly.

Examples of complaints may include:

Issues with the quality of cleaning work carried out in your property.

Damage you believe was caused during a cleaning visit.

Missed or late appointments without reasonable explanation.

Behaviour or conduct of a member of our team that you consider inappropriate or unprofessional.

Problems with how we have handled your booking, quotation or payment.

How to Raise a Complaint

You can make a complaint in writing or verbally. We encourage written complaints where possible, as it helps us record and investigate all the details accurately. You can contact us using the standard contact details provided on our official communication channels.

When submitting a complaint, please include the following information to help us investigate effectively:

Your full name and preferred contact details.

The address where the cleaning service was carried out.

The date and approximate time of the service or incident.

A clear description of what happened and why you are dissatisfied.

Any relevant photographs or evidence relating to the issue, if available.

Details of any conversations you have already had with our team about the matter.

Our Complaints Handling Stages

We handle complaints in a structured way to ensure they are addressed consistently and fairly.

Stage 1: Initial Acknowledgement

Once we receive your complaint, we will acknowledge it as soon as reasonably possible. Where you have provided written details, we will confirm that we have received your complaint and explain the next steps in the process. At this stage, we may ask you for further information or clarification if needed.

Stage 2: Investigation

Your complaint will be reviewed by a member of our management or customer care team. The investigation may include discussing the matter with the cleaning technicians involved, reviewing work records and job notes, and, if appropriate, requesting further details from you.

We aim to complete our investigation within a reasonable timeframe, taking into account the nature and complexity of the complaint. Where we need additional time, we will inform you and explain why.

Stage 3: Response and Resolution

Once our investigation is complete, we will provide you with a response outlining:

Our understanding of your complaint.

The findings of our investigation.

Any proposed solutions, remedial work, or actions we will take.

Any changes to our internal processes that may result from your complaint.

Where we agree that something has gone wrong, we will seek to put matters right. This may include, where appropriate, offering to correct work, arranging a revisit, or considering other reasonable options to resolve the issue.

Timescales for Handling Complaints

We aim to acknowledge complaints promptly and to provide a full response within a reasonable period. Exact timeframes can vary depending on the complexity of the issue and whether we need to visit the property again to assess the situation.

If it becomes clear that more time is needed for a fair and thorough review, we will keep you informed and provide updates on progress until the matter is resolved.

Escalating Your Complaint

If you are not satisfied with the outcome of our initial response, you may request that your complaint is reviewed at a higher level within Hounslow Carpet Cleaning. In your escalation request, please explain why you remain dissatisfied and what outcome you are seeking.

A more senior member of our team will reassess the investigation and response. They may contact you for further information or to discuss possible resolutions. After this review, we will provide you with a final response explaining our position.

Our Commitment to Fairness and Respect

We treat all complaints seriously and handle them confidentially. We will always aim to be fair, objective and professional in our dealings with you. We expect our staff to act courteously at all times and we ask that customers communicate with our team in a respectful manner.

We will not treat you less favourably for having raised a complaint. Genuine feedback is valuable and helps us improve our services for all customers within our service area.

Using Feedback to Improve Our Services

Every complaint we receive is recorded and reviewed. We use this information to identify patterns, training needs and opportunities to improve our cleaning processes, staff guidance and customer communication. This continuous review helps us maintain and enhance the quality of our carpet and upholstery cleaning services.

Accessibility of this Procedure

This complaints procedure is available to all customers of Hounslow Carpet Cleaning and can be provided in alternative formats on request where reasonably practicable. If you need help in making a complaint, please let us know so that we can discuss how best to assist you.

Review of this Complaints Procedure

We keep this complaints procedure under regular review to ensure it remains clear, fair and effective. Any updates will apply to future complaints and will reflect our ongoing commitment to high standards of service in every area we cover.