Complaints Procedure for Carpet Cleaners Paddington

Carpet Cleaners Paddington is committed to providing reliable, professional cleaning services and a positive experience for every customer. If something goes wrong, we want to hear about it and put it right as quickly and fairly as possible. 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 treat all complaints seriously and view them as an opportunity to improve our carpet, rug, upholstery and end of tenancy cleaning services. We aim to resolve issues promptly, courteously and transparently. We will always handle your complaint with respect and keep your personal information confidential and secure.

What This Procedure Covers

This complaints procedure applies to all services provided by Carpet Cleaners Paddington, including domestic and commercial cleaning carried out at homes, offices and rental properties within our service area. It covers concerns about service quality, punctuality, staff conduct, communication, and any aspect of the work we have carried out for you.

How to Make a Complaint

You can make a complaint in the way that is most convenient for you. When you contact us, please provide as much information as possible so that we can understand and investigate your concern efficiently. It is helpful if you include:

The date and approximate time of the service, the address where the service took place, a clear description of what went wrong, details of any specific items or areas affected, and what you would consider a reasonable outcome or resolution.

You may raise your complaint on the day of the service or afterwards. However, we recommend contacting us as soon as possible so we can assess the work while it is still recent and easier to review.

Stage 1: Initial Resolution

In the first instance, we will always try to resolve your complaint informally and quickly. A member of our team will:

Acknowledge your complaint, listen carefully to your concerns, and, where appropriate, request photographs or further details to clarify the issue. If the matter can be resolved immediately, for example by arranging a re-clean of specific areas, we will agree this with you and confirm the next steps and timescales.

Where we are unable to resolve the matter straight away, your complaint will move to the formal investigation stage.

Stage 2: Formal Investigation

If your complaint requires further review, it will be passed to a manager or senior member of staff. During this stage we will:

Formally acknowledge your complaint within a reasonable timeframe, usually a few working days, review all relevant details including booking information, job notes and staff feedback, and where necessary, speak to the cleaning team who attended the property.

We may contact you to request additional information or to clarify certain points. This helps us form a full and fair understanding of what happened and what outcome would be appropriate.

Timeframes for Response

We aim to provide a full response to formal complaints within a reasonable period, depending on the complexity of the issue and the availability of information. If the investigation is likely to take longer, we will let you know and keep you updated on our progress.

Possible Outcomes and Resolutions

Once we have completed our investigation, we will explain our findings and any actions we propose to take. Possible outcomes may include:

A clear explanation or apology where something has gone wrong, arranging a re-clean or corrective visit, where appropriate and feasible, reviewing our internal procedures or staff training to prevent similar issues in future, or, in certain cases, considering a partial or full refund in line with our terms and conditions and the circumstances of the complaint.

Any remedy offered will be based on the specific situation, the evidence available, and what we consider to be fair and reasonable.

If You Are Not Satisfied

If, after receiving our response, you feel that your complaint has not been dealt with fairly, you may ask for your case to be reviewed by a more senior member of the team. You should explain why you remain dissatisfied and what outcome you are seeking.

We will then re-examine the details of your complaint, the steps already taken, and whether any further action is appropriate. We will inform you of our final position once this review is complete.

Customer Responsibilities

To help us handle your complaint efficiently and fairly, we ask that you:

Provide accurate and complete information about the service and your concerns, raise issues as soon as reasonably possible after the work has been carried out, allow our team reasonable access to the property if a re-clean or inspection is agreed, and communicate with our staff in a respectful and constructive manner.

Recording and Using Complaint Information

We keep a record of the complaints we receive, the investigations carried out and the outcomes reached. This information is used to monitor our performance and identify areas where we can improve our cleaning services, staff training, and customer communication. Any personal data we hold in relation to complaints is managed in line with our privacy practices and applicable data protection requirements.

Continuous Improvement

Feedback from customers across our service area is essential to maintaining high standards. By sharing your experiences, you help us refine our carpet and upholstery cleaning processes, equipment choices and quality control checks. Whether your comments are positive or negative, they contribute to a better service for all our customers.

Review of This Complaints Procedure

This complaints procedure is reviewed periodically to ensure it remains clear, fair and effective. Updates may be made to reflect changes in our internal processes, best practice within the cleaning industry, or relevant regulatory guidance. The most current version of this procedure will always apply to any complaints raised with Carpet Cleaners Paddington.