Complaints Procedure for Earls Court Carpet Cleaning

Earls Court Carpet Cleaning is committed to providing reliable, professional carpet and upholstery cleaning services. We recognise that, on occasion, clients may feel that something has not met their expectations. This Complaints Procedure explains how you can raise a concern about our services and how we will respond, investigate, and resolve the matter in a timely and fair way.

Purpose of this Complaints Procedure

The purpose of this procedure is to make it clear how you can tell us when something has gone wrong, and what you can expect from us in response. We use feedback from clients across our service area to improve how we deliver carpet, rug, upholstery, and related cleaning work. All complaints are taken seriously and handled with respect, confidentiality, and professionalism.

What Counts as a Complaint

A complaint is any expression of dissatisfaction, whether spoken or written, in which you believe that:

Our cleaning service fell below the standard you reasonably expected, or the agreed scope of work was not followed.

Our team did not act in a professional, courteous, or respectful manner during booking, cleaning, or aftercare.

There was a problem with how your booking was handled, such as timing, access, or communication issues.

Our handling of a previous concern or issue did not resolve the matter to a reasonable standard.

We encourage you to raise any concerns as early as possible so that we can address them promptly.

How to Make a Complaint

You may raise a complaint verbally or in writing. Providing written details is helpful because it allows us to record the matter accurately and investigate more efficiently. When submitting a complaint, please include:

Your full name and the address where the cleaning service was carried out.

The date of the service and, if known, the approximate time and the name of any staff member you dealt with.

A clear description of what went wrong or did not meet your expectations.

Any supporting information that may assist us, such as photographs, confirmation messages, or notes.

What outcome you are seeking, for example, a re-visit, clarification, or another form of resolution.

If you are unable to provide all of this information, you should still contact us. We will work with you to understand and document the details of your complaint.

Timescales for Acknowledgement and Response

We aim to acknowledge all complaints as quickly as possible. In most cases, your complaint will be acknowledged within a few working days of receiving it. The acknowledgement will confirm that we have received your complaint and explain the next steps.

We aim to provide a full response following investigation within a reasonable period, taking into account the nature and complexity of the issue. If we require more time, for example to visit the property again or speak to staff members, we will let you know and give an indication of when you can expect a full reply.

How We Investigate Complaints

Each complaint is investigated by an appropriate member of our management or customer support team. Our investigation may include:

Reviewing job records, booking details, and any notes made by the cleaning team.

Speaking with the team members who attended your property or handled your enquiry.

Examining any photographs or documentation you provide to support your complaint.

Arranging a follow-up visit, where appropriate and with your agreement, to inspect any areas of concern.

We will consider both the specific circumstances of your complaint and our overall service standards. Our aim is always to be balanced, fair, and objective.

Possible Outcomes and Resolutions

Following our investigation, we will provide you with a clear explanation of our findings and any actions we propose to take. Possible outcomes may include:

An apology and explanation where we identify that our service did not meet our usual standards.

A re-clean or corrective visit, where this is appropriate and practical.

Advice, guidance, or clarification where there has been a misunderstanding about the service provided.

Staff training, process adjustments, or other internal changes to reduce the chance of similar issues arising in future.

In all cases, we will explain the reasoning behind our decision and the steps we have taken or will take.

Escalating a Complaint

If you are not satisfied with the outcome of your complaint, you may request that it is escalated for further review by a more senior member of our team. When asking for escalation, please set out why you remain dissatisfied and what you believe would represent a fair resolution.

The escalated review will focus on whether the complaint was properly understood, thoroughly investigated, and reasonably responded to. Following this review, we will provide you with a final response.

Your Responsibilities When Making a Complaint

We ask all clients to treat our staff with courtesy and respect throughout the complaints process. In return, you can expect us to communicate clearly, listen carefully, and remain professional at all times.

To help us resolve issues quickly, we ask that you:

Raise concerns as soon as you become aware of a problem, ideally within a short time of the service being carried out.

Provide accurate and factual information about what happened.

Allow us reasonable access to your property, where needed and safe, to inspect or rectify any issues.

Confidentiality and Data Protection

All complaints are handled in confidence and only shared within our company with those who need to know in order to investigate and resolve the matter. Any personal information you provide is handled in accordance with our obligations under relevant data protection laws. We retain complaint records for an appropriate period to monitor our performance, improve our services, and demonstrate how concerns have been handled.

Continuous Improvement

We view feedback and complaints as an opportunity to improve the way we deliver carpet and upholstery cleaning across our service area. By reviewing patterns, common concerns, and the outcomes of investigations, we are able to update our training, refine our processes, and maintain higher standards for our clients.

This Complaints Procedure is reviewed regularly to ensure it remains clear, fair, and effective. We are committed to making it straightforward for you to tell us when something has gone wrong and to ensuring that every complaint is handled seriously, respectfully, and with the aim of reaching a fair resolution.