Complaints Procedure for West Hampstead Carpet Cleaning

West Hampstead Carpet Cleaning is committed to delivering professional, reliable cleaning services and clear communication with every customer. This Complaints Procedure explains how you can raise a concern, how we will respond, and what you can expect from us at each stage. Our aim is to resolve any issues promptly, fairly and transparently.

1. Purpose and scope of this procedure

This procedure applies to all domestic and commercial clients who use our carpet, rug, upholstery or related cleaning services within our usual service areas. It covers complaints about the quality of work, conduct of staff, scheduling, invoicing, or any aspect of our service delivery.

We use all feedback, including complaints, to review our practices and improve the experience we provide to customers.

2. What we consider a complaint

A complaint is any expression of dissatisfaction about our services where you would like us to investigate and respond. Examples include:

• You believe the cleaning results do not meet what was agreed.
• You are unhappy with the behaviour or professionalism of a member of our team.
• There has been damage to property that you believe is linked to our work.
• There are concerns about punctuality, missed appointments or communication.
• You believe you have been charged incorrectly or unclearly.

If you are unsure whether an issue counts as a complaint, you are still encouraged to raise it. We will treat your concern seriously and respond in line with this procedure.

3. How to make a complaint

You can make a complaint verbally or in writing. To help us investigate efficiently, please provide as much information as you can, including:

• Your full name and the address where the service was carried out.
• The date and approximate time of the service.
• A clear description of what went wrong and how you were affected.
• Any relevant supporting details, such as photographs, written notes or reference numbers you may have received from us.

We recommend making your complaint as soon as possible after the issue occurs, so that details remain clear and we can respond quickly.

4. Our initial response

Once we receive your complaint, we will acknowledge it within a reasonable period. In most cases this will be within three working days. Our acknowledgment will typically include:

• Confirmation that we have received your complaint.
• The name or role of the person who will handle your case.
• An outline of the next steps and an indicative timeline for our investigation.

If we need any further information to understand your concern, we will ask you at this stage so that our investigation can be as accurate as possible.

5. Investigation process

We will carry out a careful and proportionate investigation into your complaint. This may involve:

• Reviewing our booking records, job notes and any previous communication with you.
• Speaking with the cleaning technicians or office staff involved.
• Considering any photographs, videos or documents you have provided.
• If appropriate, arranging a revisit to inspect the work on site.

Our goal is to gain a clear understanding of what has happened, whether service standards have been met, and what action is appropriate to put things right where possible.

6. Timeframe for resolution

We aim to provide a full response to most complaints within ten working days of acknowledgment. If the matter is more complex, requires a site visit, or we are waiting for additional information, it may take longer. In such cases we will keep you informed of progress and provide updated timeframes where necessary.

7. Outcomes and possible remedies

Once our investigation is complete, we will provide you with a clear outcome in writing or verbally, depending on how you first contacted us. Our response will explain:

• What we have found following our investigation.
• Whether your complaint has been upheld in full, in part, or not upheld.
• Any steps we propose to take to address the issue.

Depending on the circumstances, possible remedies may include:

• An explanation or clarification where there has been a misunderstanding.
• An apology where we have fallen short of our standards.
• A re-clean or additional service work, where appropriate and practical.
• A partial or full adjustment to charges, where justified by the findings.
• Internal training or process changes to help prevent similar issues in future.

8. If you remain dissatisfied

If you are not satisfied with the outcome of your complaint, you may request that it is reviewed by a more senior member of our team who was not directly involved in the original decision. This review will focus on whether:

• The complaint was handled fairly and in line with this procedure.
• All relevant information and evidence were taken into account.
• The conclusion and any remedy offered were reasonable in the circumstances.

After the review, we will confirm our final position. We will explain our reasoning clearly and confirm whether any further action will be taken.

9. Confidentiality and data protection

All complaints are handled with respect and discretion. Information about your complaint will be shared only with those who need it in order to investigate and respond. We handle all personal data in accordance with applicable data protection requirements and our internal policies.

10. Continuous improvement

West Hampstead Carpet Cleaning views complaints as an important source of feedback. We review complaint patterns regularly to identify recurring themes and areas where we can improve our services, staff training, equipment or communication. This helps us maintain high standards for our customers across our carpet, rug and upholstery cleaning work.

11. Accessibility of this procedure

This Complaints Procedure is available to all clients and prospective clients upon request. If you require it to be explained in a different format, please let us know and we will do our best to accommodate your needs.

Our objective is always to resolve concerns as quickly and fairly as possible, and to maintain long-term, trusting relationships with customers who rely on our cleaning services.