Ealing Carpet Cleaners Complaints Procedure
At Ealing Carpet Cleaners, we aim to deliver reliable, high-quality carpet, rug, and upholstery cleaning across our service area. We recognise that, on occasion, you may feel that our service has not met your expectations. This Complaints Procedure explains how you can raise a concern, how we will respond, and what you can expect from us at every stage.
Our Commitment to Resolving Complaints
We are committed to handling all complaints promptly, fairly, and transparently. Every expression of dissatisfaction is taken seriously, whether it relates to cleaning results, staff conduct, timings, access issues, or communication. We treat complaints as an opportunity to put things right and to improve the way we operate for local customers.
What Counts as a Complaint
You may wish to use this procedure if you are unhappy with any aspect of our services, including:
Cleaning quality on carpets, rugs, upholstery, mattresses, or hard floors. Damage or perceived damage to items, furnishings, or property during a cleaning visit. Missed or significantly delayed appointments. Behaviour, attitude, or professionalism of our team members. Inaccurate or unclear information about pricing, quotations, or services. How your initial enquiry, booking, or aftercare was handled.
We encourage you to raise any concerns as soon as possible so that we can address them without delay.
How to Make a Complaint
You can make a complaint in any written format, such as a letter or online message. You may also raise a complaint verbally during or after a visit, and we will record the details for you. When submitting a complaint, please provide the following information to help us investigate efficiently:
Your full name and, where applicable, the name of any organisation or landlord involved. The address where the cleaning service took place. The date and approximate time of the service. A clear description of what went wrong and how this has affected you. Any supporting details, such as photographs, inventory reports, or notes from check-in or check-out inspections, if relevant.
If your complaint relates to an urgent matter, such as a potential safety risk or significant damage, please tell us clearly so that we can prioritise the response.
Stage One: Initial Acknowledgement
Once we receive your complaint, we will acknowledge it as soon as reasonably possible. In our acknowledgement, we will confirm that we have received your concerns and clarify any immediate steps, such as asking for further information or arranging a visit to inspect the area of concern.
Where the issue can be resolved quickly, for example a missed area of carpet or a minor oversight, we will aim to agree a practical resolution with you immediately, such as a complimentary re-clean of the affected area within a reasonable time frame.
Stage Two: Investigation of Your Complaint
If your complaint requires a more detailed review, we will carry out a thorough investigation. This may involve:
Reviewing booking records, job sheets, and notes from the cleaning team. Speaking with the technician or technicians who attended your property. Considering any before-and-after photographs supplied by you or taken by our team. Assessing the nature of any alleged damage, including the age, condition, and material of the carpet or item before cleaning.
During this stage, we may contact you for additional information or to arrange a suitable time to inspect the property. Our aim is to establish a fair and balanced understanding of the facts.
Stage Three: Response and Outcome
After we have completed our investigation, we will provide you with a clear written response outlining:
Our understanding of your complaint. The steps we have taken to investigate the matter. Our decision and the reasons for that decision. Any proposed resolution or remedial action.
Depending on the nature of the complaint, possible outcomes may include a partial or full re-clean of the affected areas, a goodwill gesture, a review of our procedures, or, where appropriate, referral to our insurers for consideration. In cases where we do not uphold the complaint, we will explain the reasons carefully and refer to relevant evidence where possible.
If You Are Not Satisfied with the Outcome
If you remain unhappy with the outcome at the end of our internal process, you may ask for a further review. In such cases, wherever possible, a different senior staff member will re-examine the complaint, taking into account any additional information you provide. We will then share our final position with you.
Some matters, especially those involving alleged damage or tenancy disputes, may be subject to external processes such as landlord or letting agent procedures, inventory clerk reports, or insurance reviews. Where relevant, we will cooperate with these processes and provide appropriate information.
Timescales
We always aim to handle complaints as swiftly as circumstances allow. While exact timescales may vary depending on complexity, we will work to:
Acknowledge your complaint promptly. Keep you informed if the investigation will take longer than expected. Provide a full response as soon as the investigation is complete.
If there are unavoidable delays, such as the need to obtain third-party reports or access to the property, we will let you know and update you regularly.
Confidentiality and Data Protection
All complaints are handled in line with our obligations under relevant data protection laws. We will only share information relating to your complaint with those who need it in order to investigate and resolve the issue, such as relevant team members, insurers, or parties directly involved in the service, such as a landlord or agent, where appropriate.
Learning from Complaints
We review complaints periodically to identify patterns and opportunities for improvement. This may include further staff training, revising cleaning methods for specific carpet or fabric types, improving our booking and confirmation communications, or updating our terms where recurring misunderstandings are identified. Our goal is to support customers throughout our local service area with consistently reliable cleaning and clear, professional communication.
Accessibility of this Procedure
This Complaints Procedure is available to all customers and prospective customers of Ealing Carpet Cleaners. You may request a copy or ask us to explain any part of it. If you require assistance in making a complaint or need the procedure provided in a different format, please let us know and we will do our best to accommodate your needs.
By following this procedure, we aim to ensure that your concerns are heard, understood, and addressed fairly, and that our services continue to meet the expectations of households, landlords, tenants, and businesses throughout our operating area.
