Carpet Cleaners Bow Complaints Procedure

This complaints procedure explains how Carpet Cleaners Bow manages and resolves concerns about our carpet, upholstery and other cleaning services. Our aim is to deal with every complaint fairly, promptly and consistently, and to use your feedback to improve the way we work across our service area.

Our Commitment to You

We are committed to delivering a reliable, professional cleaning service. If something goes wrong, we want to know about it so that we can put it right where possible and reduce the chance of the same issue happening again. We treat all complaints seriously, whether they relate to the quality of cleaning, conduct of staff, scheduling, access, pricing, or any other aspect of our service.

We aim to:

Listen carefully to your concerns and understand what has happened from your point of view.

Resolve straightforward issues as quickly as possible, often at the first point of contact.

Carry out a fair and thorough investigation for more complex complaints.

Explain clearly what we have found, what we can do to put things right, and any changes we will make to our processes.

Who Can Make a Complaint

Any customer who has used Carpet Cleaners Bow, or has arranged a service on behalf of someone else, can make a complaint. Property owners, managing agents and tenants may also raise concerns about services carried out at a property within our operating area. We accept complaints made directly by the customer, or by an authorised representative acting with their knowledge and consent.

What Counts as a Complaint

A complaint is any expression of dissatisfaction about our services, whether it is made verbally or in writing, where a response or resolution is expected. This may include, but is not limited to:

Concerns about the standard or outcome of a cleaning service.

Damage or suspected damage to carpets, upholstery, hard floors or other items.

Missed or delayed appointments and communication issues.

Staff behaviour, professionalism or conduct on site.

Problems with estimates, invoices or how charges have been explained.

How to Make a Complaint

You can raise a complaint by contacting us through our usual communication channels. Please provide as much detail as you can so that we can investigate effectively. It is helpful if you can include:

Your full name and, if applicable, the name of any organisation or letting agency involved.

The property address where the cleaning took place.

The date and approximate time of the service.

A clear description of what went wrong and how it has affected you.

Any photographs, reports or notes that may help us understand the issue.

What outcome you are seeking, such as re-cleaning, explanation or other resolution.

If your complaint relates to a particular team member or visit, please include that information as well. This allows us to be accurate and fair when reviewing what happened.

Timescales for Acknowledgement and Response

We aim to acknowledge all complaints as soon as reasonably possible after receiving them. In most cases, this will be within three working days. If the matter can be resolved quickly, we will do our best to provide a full response at the same time.

For more complex issues, especially those involving potential damage or disputed facts, we may need additional time to investigate. We aim to provide a detailed written response within twenty working days. If we cannot meet this timeframe, we will let you know, explain the reason for the delay and give an estimated date for our full reply.

How We Investigate Complaints

Our investigation will be proportionate to the nature and seriousness of the complaint. It may include:

Reviewing job records, booking details and any notes taken by our staff.

Speaking with the cleaning team or technician who attended the property.

Assessing photographs or other evidence provided by you or our staff.

Requesting additional information or clarification where needed.

In some cases, we may request permission to revisit the property to inspect the carpets or other items that are the subject of the complaint. This helps us to assess the condition, identify any pre-existing issues and decide on appropriate next steps.

Possible Outcomes and Resolutions

Once our investigation is complete, we will explain our findings and proposed resolution. Depending on the circumstances, this may include one or more of the following:

A clear explanation or apology where something has gone wrong.

A re-clean or remedial visit where this is appropriate and feasible.

Recommendations for further treatment where stains or damage are outside the scope of our normal methods.

A goodwill gesture, partial refund or other financial adjustment where justified by the facts and in line with our terms and conditions.

Confirmation that our procedures or training will be reviewed to reduce the chance of similar issues in future.

Where we are unable to meet your preferred outcome, we will explain the reasons for our decision as clearly as possible.

If You Are Not Satisfied With the Outcome

If you are unhappy with our initial response, you may ask for your complaint to be reviewed. When you do this, please explain why you remain dissatisfied and whether you have any additional information you would like us to consider.

Your complaint will then be reassessed, usually by a more senior member of the team who was not directly involved in the original service. We will provide a further response after this review, outlining our final position on the matter and the reasons behind it.

Confidentiality and Data Protection

All complaints are handled in confidence and in line with our data protection obligations. Information is only shared with those who need it to investigate and resolve your complaint or to address any associated legal or insurance matters. We retain complaint records for a reasonable period so we can track patterns, learn from feedback and demonstrate how we have handled issues.

Continuous Improvement

Feedback from customers across our service area, including formal complaints, is an important part of how we review and improve our carpet and upholstery cleaning services. We regularly analyse complaint information to identify recurring themes and to adjust our training, equipment, communication and scheduling where necessary.

By following this complaints procedure, Carpet Cleaners Bow aims to ensure that every concern is heard, investigated and responded to in a fair and timely manner, and that we continue to build trust with the customers and communities we serve.