Complaints Procedure for Earls Court Carpet Cleaning

Earls Court Carpet Cleaning is committed to providing reliable and professional cleaning services to all customers in our service area. We understand that, on occasion, things may not go as planned. This complaints procedure explains how you can raise a concern about our services, how we will respond, and what you can expect from us at every stage.

Our Commitment to Resolving Complaints

We take all complaints seriously and view them as an opportunity to review and improve the quality of our carpet and upholstery cleaning services. Our aims are to respond promptly, investigate fairly, and reach a resolution that is reasonable and transparent. We treat every complaint with respect and confidentiality.

What This Procedure Covers

This procedure applies to complaints from domestic and commercial customers about any aspect of our cleaning services, including but not limited to carpet cleaning, rug cleaning, upholstery cleaning, stain treatment, and related work carried out by Earls Court Carpet Cleaning technicians. It covers issues such as service quality, conduct of staff, punctuality, communication, and adherence to agreed specifications.

Raising a Complaint

If you are unhappy with any part of our service, we encourage you to raise the issue as soon as possible, ideally within 48 hours of the work being carried out. The earlier we are informed, the easier it is for us to investigate and put things right.

You can make a complaint in writing or verbally. When submitting your complaint, please provide:

The date and address of the service, a description of the work booked, a clear explanation of what went wrong or did not meet your expectations, and any supporting details such as technician name, time of visit, and before or after photos if available. The more information you can provide, the quicker and more accurately we can investigate.

Stage One: Initial Review and Acknowledgement

Once we receive your complaint, we will record it in our internal system and start an initial review. We aim to acknowledge your complaint within three working days. Our acknowledgement will confirm that we have received your complaint and outline the next steps, including who will be responsible for handling your case.

Where possible, we may ask for further details or clarification at this stage so that our assessment is based on a complete and accurate understanding of the situation.

Stage Two: Investigation of Your Complaint

Your complaint will be investigated by a manager or a suitably senior member of our team who was not directly involved in the original service. This helps us ensure that the review is as fair and impartial as possible.

During the investigation, we may:

Review the original booking and job notes, speak to the technicians who attended the property, examine any photos, videos, or other evidence, and, if appropriate, arrange a follow-up visit to inspect the areas of concern. We aim to complete our investigation and provide a full response within ten working days of acknowledging your complaint. If, for any reason, we expect the investigation to take longer, we will let you know and give an updated timescale.

Stage Three: Response and Proposed Resolution

When our investigation is complete, we will send you a clear written response setting out:

Our understanding of your complaint, the steps we took to investigate, our findings, and our decision and reasons. If we find that our service fell below our standards, we will propose a reasonable resolution. Depending on the nature of the issue, this may include actions such as a complimentary re-clean of affected areas, a partial or full refund where appropriate, or other corrective measures agreed with you.

If we conclude that the service was delivered in line with our processes and terms, we will explain this and provide the reasons behind our decision.

Stage Four: Escalation and Further Review

If you are not satisfied with the outcome at Stage Three, you may request an escalation. Your complaint will then be reviewed by a more senior manager or another authorised representative who was not involved in the earlier stages. We will re-examine the information, consider any additional points you raise, and decide whether the original outcome should be upheld or adjusted.

We aim to provide a final response to escalated complaints within ten working days of receiving your escalation request. This final response will confirm our position and any further actions we are prepared to take.

Time Limits and Historic Complaints

To ensure we can properly investigate, we generally ask that complaints are raised within four weeks of the service date. Complaints made after this period may be more difficult to verify, but we will still record your feedback and assess what can reasonably be done. Each case will be considered on its individual circumstances.

Confidentiality and Data Handling

All complaints are handled in line with our commitment to privacy and data protection. Information about your complaint will only be shared with team members and relevant parties who need it to investigate and respond. We will store complaint records securely for an appropriate period so that we can monitor trends and improve our services across our operating area.

Using Complaints to Improve Our Services

Every complaint helps us review how we operate across the homes and businesses we serve. We regularly analyse complaint data to identify patterns, training needs, and opportunities to refine our cleaning methods, equipment use, and customer communication. Our goal is to reduce the likelihood of similar issues arising in the future and to continually raise the standard of carpet and upholstery cleaning we provide.

Feedback That Is Not a Complaint

If you wish to share comments, suggestions, or general feedback that is not a complaint, you are welcome to contact us at any time. We value all feedback from customers in our service area and use it to help shape our services and customer care processes.

Review of This Complaints Procedure

This complaints procedure is reviewed regularly to ensure it remains clear, fair, and effective. We may update it from time to time to reflect changes in our services, internal processes, or applicable guidance. The version published here will always be the most current version we use in handling complaints.