Complaints Procedure for Hounslow Carpet Cleaning Customers

Hounslow Carpet Cleaning is committed to providing reliable, high quality carpet and upholstery cleaning services. We recognise that, on occasion, a customer may feel that our service has not met expectations. This Complaints Procedure explains how you can raise a concern, how we will respond, and what you can expect at each stage of the process.

Purpose of This Complaints Procedure

The purpose of this procedure is to give all customers a clear, fair and transparent route to raise any dissatisfaction about our cleaning services, conduct of staff, or administration of bookings and payments. Our aim is to resolve issues promptly, learn from feedback, and continually improve our service across our operating area.

What This Procedure Covers

This Complaints Procedure applies to all residential and commercial customers who use Hounslow Carpet Cleaning for services such as carpet cleaning, rug cleaning, upholstery cleaning, end of tenancy cleaning of soft furnishings, stain treatment and related work. It covers complaints about:

Quality of the cleaning service provided, including results and workmanship. Professional behaviour, attitude or conduct of cleaning staff or office staff. Timeliness of service, including delays, missed appointments or poor communication. Administration of bookings, quotations, invoices and payments. Health and safety concerns relating to our cleaning activities in your property.

This procedure does not cover general enquiries, requests for quotes or routine rearrangement of appointments, which should be handled through our regular customer service channels.

Making a Complaint

If you are unhappy with any aspect of our service, we encourage you to raise your concerns as soon as possible, ideally within 48 hours of the work being carried out. This allows us the best opportunity to review the situation and put things right.

You can make a complaint by contacting our customer service team and providing the following information:

Your full name and, where relevant, business name. The property address where the cleaning service took place. The date and approximate time of the service. A clear description of what went wrong and what outcome you are seeking. Any supporting details such as photographs or notes that help explain the issue.

If the cleaning team is still on site when you notice the problem, you are encouraged to raise it directly with the team leader, who will attempt to resolve the matter immediately wherever possible.

Our Approach to Handling Complaints

We treat all complaints seriously, whether they are minor concerns or more significant issues. We aim to handle every complaint in line with the following principles:

Respect and courtesy toward all customers. Confidentiality of personal information. Objectivity and fairness in assessing the facts. Prompt acknowledgement and timely responses. Clear communication throughout the process.

Stage One: Initial Review and Response

Once we receive your complaint, we will log it in our internal records. A member of our team will acknowledge receipt within a reasonable time frame. In most cases, we will aim to do this within three working days.

During this initial stage, we may contact you to request additional information or clarification. If appropriate, we may also contact the cleaning operatives who attended your property, and review any relevant job notes or before and after observations.

After the initial review, we will provide you with a response explaining our understanding of the issue, any findings from our investigation, and, where appropriate, a proposed resolution. This may include options such as a re-clean of affected areas, partial refund, credit toward future services, or an explanation where we believe the service has been delivered in line with our standards.

Stage Two: Further Investigation and Escalation

If you are not satisfied with the outcome at Stage One, you may request that your complaint is escalated for further review. You should explain why you remain dissatisfied and what you consider to be a fair resolution.

Your complaint will then be reviewed by a more senior member of our management team, who will take a fresh look at all the information available. This may include arranging a visit to your property to inspect the areas of concern where practical and agreed.

Following this further investigation, we will issue a more detailed response, outlining our findings, any adjustments to the original decision, and any final resolution we are able to offer.

Timescales for Resolution

We aim to resolve most complaints within ten working days of receiving all necessary information. Complex cases, or those requiring site visits or specialist assessment, may take longer. Where additional time is needed, we will keep you informed of progress and provide an updated timescale.

Possible Outcomes and Remedies

Depending on the nature and circumstances of your complaint, possible outcomes may include:

A clear explanation or additional information about the work carried out. A repeat visit to re-clean all or part of the affected areas. A goodwill gesture such as a discount or partial refund. A review of our internal procedures, staff training or service standards to prevent similar issues arising in future.

Any remedy offered will be based on the evidence available, the condition of carpets or upholstery, the scope of work originally agreed, and what is realistically achievable for professional cleaning methods.

Your Responsibilities as a Customer

For us to handle your complaint efficiently, we ask that you:

Provide accurate and complete information about the service and the issue. Allow reasonable opportunity for us to inspect and, if appropriate, attempt to rectify problems. Treat our staff with courtesy and respect at all times. Refrain from making unfounded or malicious allegations.

Learning from Complaints

Hounslow Carpet Cleaning views complaints as a valuable source of feedback. All complaints are recorded, monitored and reviewed periodically so that we can identify patterns, address any recurring issues, and improve our carpet and upholstery cleaning services for customers across our service area.

By following this Complaints Procedure, we aim to ensure that all customers feel heard, treated fairly, and confident that any concerns about our work will be handled professionally and promptly.