Carpet Cleaning BR1 Complaints Procedure

Carpet Cleaning BR1 is committed to providing a professional, reliable and courteous cleaning service across our local service area. We recognise that, on occasion, things may not go as planned. When this happens, we want to know about it so we can put things right quickly and improve our service. This Complaints Procedure explains how you can raise a concern, how we will handle it and what you can expect from us at each stage.

Our Commitment to You

We aim to treat every complaint seriously and fairly, whether it relates to our carpet cleaning work, upholstery cleaning, stain removal, communication, appointments, or conduct of our technicians. Our goals when handling complaints are:

To make it easy for you to tell us what went wrong.

To acknowledge your complaint promptly.

To investigate thoroughly and impartially.

To provide a clear explanation of what we find.

To offer appropriate remedies where we are at fault.

To learn from the issue and prevent it happening again.

What Counts as a Complaint

A complaint is any expression of dissatisfaction about our services or the way we have handled a previous issue. Examples include, but are not limited to:

Concerns about the quality or results of a carpet, rug or upholstery clean.

Damage you believe occurred during our visit.

Missed or significantly delayed appointments.

Concerns about the behaviour or attitude of a team member.

Billing, quotation or payment disputes.

You do not need to use any specific words to make a complaint. If you tell us you are unhappy and want us to respond, we will treat it as a complaint.

How to Make a Complaint

You can raise a complaint verbally or in writing. While we will always listen to verbal complaints, we encourage you to put your concerns in writing wherever possible. This helps avoid misunderstandings and enables us to investigate more effectively.

When making a complaint, please provide:

Your full name and the address where the work was carried out.

The date of the visit or service.

A clear description of what went wrong and when you noticed the issue.

Any relevant information, such as photographs of the area of concern or copies of invoices.

What you would like us to do to resolve the matter, if you have a preferred outcome.

Timescales for Raising Concerns

For the best chance of a quick and fair resolution, we ask that you raise any complaints as soon as reasonably possible after the service is carried out. For issues relating to cleaning quality, we recommend contacting us within 48 hours of the visit so we can inspect the carpets or upholstery before they are heavily used or re-soiled. For other matters, such as billing or conduct, please raise your concerns as soon as you become aware of the problem.

How We Will Respond

Our complaint handling process follows several clear stages to ensure your concern is dealt with thoroughly:

Acknowledgement: We will confirm that we have received your complaint and record the key details. Where contact details are provided, we will usually acknowledge your complaint within a reasonable period of time.

Initial review: We will assess the nature of the complaint and may contact you to clarify details, ask further questions or arrange a suitable time for a visit or inspection if required.

Investigation: Depending on the issue, the investigation may include reviewing job notes, discussing the matter with the technician who attended, examining photographs or evidence you provide and, where appropriate, carrying out a site visit to inspect the carpets or upholstery.

Outcome: Once our investigation is complete, we will explain what we have found and set out our proposed resolution. We aim to do this in a clear and straightforward way, addressing each point you have raised.

Possible Resolutions

Where our investigation shows that we are responsible for an issue, we will work with you to agree a fair remedy. Possible outcomes may include:

Returning to your property to reclean affected areas.

Providing advice or further aftercare information to address remaining concerns.

Offering a partial or full refund, where appropriate and proportionate.

Agreeing another practical solution that is reasonable in the circumstances.

If we conclude that we are not at fault, we will still explain our reasoning and any relevant limitations of the cleaning process, such as permanent staining, pre-existing wear or manufacturer recommendations that restrict certain treatments.

If You Are Still Unhappy

If you are not satisfied with the outcome of your complaint, you can ask for a further review. In this case, your complaint will be reconsidered, taking into account any additional information you wish to provide and the steps already taken. We will then provide you with a final response, confirming our position and any further options that may be available to you.

Recording and Learning from Complaints

All complaints are recorded and monitored so that we can identify patterns, recurring issues and areas where our service can be improved. This may lead to additional staff training, changes to our cleaning methods, updated communication processes or adjustments to our booking and arrival procedures. By analysing complaints in this way, we aim to continually raise our standards and provide a more reliable carpet cleaning service for customers in our area.

Confidentiality and Data Protection

We treat all complaints in confidence. Information you provide will only be shared with those who need it to investigate and resolve your complaint. Any personal data you give us during the complaints process will be handled in line with our general approach to privacy and data protection, and will be kept only for as long as necessary to deal with the matter and meet any legal or regulatory requirements.

Accessibility of This Procedure

This Complaints Procedure is available to all customers and can be provided in writing upon request. If you have any specific communication needs or require assistance to raise a complaint, please let us know and we will do our best to support you so that your concerns can be properly understood and addressed.

We value your feedback and the opportunity to resolve any issues. By telling us when something has gone wrong, you help Carpet Cleaning BR1 maintain and improve the standard of our local cleaning services.