Complaints Procedure for Putney Carpet Cleaners

Putney Carpet Cleaners is committed to providing reliable, high quality carpet, upholstery, and floor cleaning services. We understand that occasionally things may not go as expected. When this happens, we want to resolve any concerns quickly, fairly, and transparently. This complaints procedure explains how you can raise an issue with us, how we will respond, and what you can expect at each stage.

Our Commitment to Resolving Complaints

We treat all complaints seriously and view them as an important opportunity to improve our services. Our aims when handling a complaint are to acknowledge your concern promptly, investigate the matter thoroughly and objectively, keep you informed throughout the process, and reach a clear and fair outcome within a reasonable timeframe.

We handle all customer feedback confidentially and respectfully, whether it relates to domestic or commercial cleaning, one-off visits, or regular scheduled services within our operating area.

What Counts as a Complaint

A complaint is any expression of dissatisfaction about the service you have received from Putney Carpet Cleaners, whether it relates to the quality of cleaning, staff conduct, scheduling or timing of appointments, damage or loss, pricing or billing issues, or any other aspect of our service delivery.

You do not have to use specific language or formal wording for your concern to be treated as a complaint. If you are unhappy with our service in any way and want us to address it, we will treat it as a complaint under this procedure.

How to Make a Complaint

You can raise a complaint using any of the following methods:

Directly with the cleaning team on site at the time of the service, where this is practical and safe to do so, through our office or customer service team, or in writing, setting out the details of your concerns. When making a complaint, please provide as much relevant information as possible, including your full name, the service address, the date and time of the booking, a description of the issue, including any relevant rooms, items, or areas, details of any conversations already held with staff, and any evidence that you feel would help us investigate, such as photos of the area of concern or notes about what occurred.

Providing clear information at the beginning helps us investigate more quickly and respond more accurately.

Time Limits for Raising a Complaint

We ask that you raise any concerns about the quality of cleaning or visible results as soon as reasonably possible after the service, ideally within 48 hours of the visit. This allows us to inspect the work, verify what has happened, and take practical steps such as re-cleaning areas where appropriate.

Complaints about billing, bookings, or conduct can be raised at any time, but we recommend contacting us promptly so that records and information remain clear and up to date.

What Happens After You Make a Complaint

Acknowledgement

Once we receive your complaint, we will acknowledge it within a reasonable timeframe. Where possible, we will confirm who will be handling your case and what the next steps will be.

Investigation

We will then investigate your complaint. This may involve reviewing our booking and job records, speaking with the cleaning operatives or supervisors involved, requesting further information or clarification from you, and, where appropriate, arranging to revisit the property to inspect the work carried out.

We aim to complete most investigations within a reasonable period, depending on the complexity of the issue and availability of information.

Outcome and Response

Once the investigation is complete, we will provide you with a clear response. This will normally include a summary of your complaint, the findings of our investigation, any actions we propose to take, and an explanation of our decision and the reasons behind it.

Where we find that our service has fallen below the standard you should reasonably expect, we may offer one or more of the following, depending on the circumstances: a re-clean of the affected areas, where practical and appropriate, a partial or full adjustment to the invoice, or other reasonable remedies that fairly address the issue. Where we find that our service met the agreed specification and reasonable professional standards, we will explain how we reached this conclusion.

Escalating Your Complaint

If you are not satisfied with the initial outcome of your complaint, you may ask for it to be reviewed. Your case will then be examined by a more senior member of our team who was not directly involved in the original decision, where possible.

The reviewing person will consider the original complaint, the investigation carried out, any new information provided, and whether this procedure has been followed correctly. Following this review, we will confirm our final position on the matter and explain our reasoning.

Issues Involving Damage or Loss

Where a complaint involves alleged damage to property or belongings, we will handle it with particular care. We may ask you for photographs, receipts or proof of purchase where available, and a clear description of the condition before and after our visit.

In these cases, we will follow our internal policies and any applicable insurance processes. We may need additional time to liaise with insurers or specialists before reaching an outcome, but we will keep you updated on progress.

Reasonable Behaviour and Fair Use of This Procedure

We expect our staff and customers to treat each other with courtesy and respect at all times. We will not tolerate abusive, threatening, or discriminatory behaviour towards our team, whether on site, by phone, or in writing.

We reserve the right to limit or end communication where behaviour becomes unreasonable, persistent without new information, or abusive, while still fulfilling any legal or contractual obligations.

Using Feedback to Improve Our Services

All complaints, whether large or small, are reviewed regularly to identify recurring issues and opportunities to improve how we deliver carpet cleaning and related services across our service area. This may include additional staff training, changes to our cleaning methods or chemicals, adjustments to booking and scheduling processes, or improvements to our customer communication.

By following this complaints procedure, we aim to ensure that any problems are addressed fairly and that your experience helps us raise and maintain the quality of service offered by Putney Carpet Cleaners.