Complaints Procedure for Ruislip Carpet Cleaning

Ruislip Carpet Cleaning is committed to providing a professional and reliable service for all customers across our cleaning service area. We recognise that, on occasion, issues may arise and customers may wish to raise a concern or complaint. This Complaints Procedure explains how to do this, what you can expect from us, and how we will work to resolve matters fairly and promptly.

Scope of this complaints procedure

This procedure applies to complaints about the carpet, upholstery and related cleaning services we provide, including the standard of work, conduct of staff, adherence to agreed appointments, and communication before, during and after a booking. It covers both one-off and repeat services carried out in homes and business premises within our operating area.

This procedure does not cover matters that are outside our control, such as issues caused by pre-existing damage, wear and tear, or where a customer has not followed aftercare advice that was clearly provided. However, where there is any uncertainty, we will still review the situation and explain our position clearly.

Our commitments to you

When you raise a complaint, we will:

Listen to your concerns and treat them seriously.

Record the details accurately and securely.

Acknowledge your complaint within a reasonable timescale.

Investigate the matter fairly and objectively.

Keep you informed of progress where appropriate.

Provide a clear response and, where appropriate, a remedy or explanation.

Use feedback from complaints to improve our services and staff training.

How to make a complaint

You can make a complaint in writing or verbally. To help us investigate thoroughly and resolve your concern as quickly as possible, please provide the following information where you can:

Your full name and the address where the cleaning service took place.

The date and approximate time of the service.

A description of the issues you are unhappy about.

Any relevant supporting information, such as photographs or a short description of what you expected to happen compared with what you feel actually happened.

Complaints should be raised as soon as possible after the service, and ideally within a short period of time. This allows us to review the work while details are still clear and, where appropriate, to revisit the property if a practical inspection is needed.

Initial review and acknowledgement

Once we receive your complaint, we will carry out an initial review to understand the nature of your concern and the outcome you are seeking. We will acknowledge receipt of your complaint within a reasonable timeframe. The acknowledgement may include a request for further information if we need additional details to continue our investigation.

Where the matter appears straightforward and can be resolved quickly, we may provide an immediate response with an explanation or proposed solution. If the matter is more complex, we will explain that a more detailed investigation is required and give an indicative timeframe for our full response.

Investigation process

Our investigation may include one or more of the following steps, depending on the nature of your complaint:

Reviewing your booking details, job notes and service records.

Speaking to the team members who attended your property.

Assessing any photographs or descriptions you have provided.

Arranging a follow-up visit, where appropriate, to inspect the area or items that are the subject of the complaint.

Checking the cleaning methods, products and equipment that were used and whether they were suitable for the materials or surfaces involved.

We will approach each complaint with an open mind, giving fair consideration to the information you provide alongside our own records and observations.

Response and resolution

Once our investigation is complete, we will provide you with a clear response. This will set out our understanding of the complaint, the steps we have taken to investigate it, and our conclusions. Where we find that the service fell below our expected standards, we will propose an appropriate form of resolution. This may include, for example, a re-clean of the affected area, a partial or full refund, or another practical remedy, depending on the circumstances.

If we conclude that the service was delivered in line with industry practice and our terms, we will explain the reasons for that decision in plain language. We will always aim to ensure that, even if you do not fully agree with the outcome, you understand how we reached our decision.

Timeframes

We aim to resolve most complaints as quickly as reasonably possible. The time required will depend on the complexity of the issues raised, the availability of staff who attended the job, and whether a further site visit is needed.

If we are unable to provide a final response within the time originally indicated, we will let you know and give a revised timescale. We will not unnecessarily delay responses and will keep the process moving until a conclusion is reached.

Escalating your complaint

If you are not satisfied with our initial outcome, you may ask for your complaint to be reviewed by a more senior member of our team. When requesting an escalation, please explain which parts of the decision you disagree with and why, and provide any additional information you believe is relevant.

The escalated review will consider the original complaint, the steps already taken, and any further evidence provided. Following this review, we will issue a final position on the matter. We will always aim to handle escalations with the same fairness, care and professionalism as the initial investigation.

Using complaints to improve our services

All complaints and serious concerns are recorded and reviewed to help us identify patterns, recurring issues and opportunities for improvement. This may include additional staff training, adjustments to our cleaning processes, updates to customer communication, or changes to how we assess properties before carrying out work.

By following this Complaints Procedure, Ruislip Carpet Cleaning aims to maintain high standards across all cleaning work carried out in our service area and to give every customer a clear and accessible way to raise any concerns about the service they receive.