Complaints Procedure

Complaints Procedure for Edgware Carpet Cleaning

Edgware Carpet Cleaning is committed to delivering reliable, professional cleaning services and ensuring that every customer receives a positive experience. We recognise that, on occasion, things may not go as expected. This Complaints Procedure explains how you can raise a concern about our services and how we will handle and resolve your complaint in a fair, consistent and timely manner.

Purpose of this Complaints Procedure

The purpose of this procedure is to provide a clear and transparent process for customers who are dissatisfied with any aspect of our carpet, upholstery or related cleaning services. It sets out how to contact us, what information to provide, how we will respond, and what steps are available if you remain unhappy with the outcome.

We use feedback and complaints to improve our services, staff training and customer care, so every concern is treated as an opportunity to learn and enhance the overall experience for our customers.

What This Procedure Covers

This Complaints Procedure applies to issues related to our cleaning services, including but not limited to:

Quality of cleaning work carried out on carpets, rugs, upholstery and soft furnishings; conduct, attitude or behaviour of our cleaning staff; punctuality and reliability of appointments; clarity and accuracy of quotations and pricing; damage or suspected damage to property or belongings arising from our work; communication before, during or after your booking; aftercare advice and follow-up service.

This procedure does not cover general service enquiries, booking changes, or requests for additional work, which should be handled through our usual customer service channels.

Raising a Complaint

If you are unhappy with any aspect of our service, we encourage you to raise the issue as soon as possible so we can investigate and, where appropriate, put things right promptly. In the first instance, if it is safe and practical to do so, you may wish to raise your concern directly with the cleaner on site. Many issues can be resolved immediately through a simple discussion and clarification.

If the issue cannot be resolved at the time of the service, or you prefer not to discuss it on site, you can submit a formal complaint to our customer care team. Please provide the following information so we can investigate thoroughly:

Your full name and the address where the service was carried out; the date and approximate time of the appointment; a description of the service booked, such as carpet cleaning, upholstery cleaning or stain removal; a clear explanation of your concern, including which rooms or items are affected; any relevant supporting details, for example photographs of the area of concern or items involved; your preferred method of contact for our response.

Timeframes for Making a Complaint

We ask that complaints relating to the quality of cleaning or visible results are raised within a reasonable timeframe after the service, ideally within 72 hours of completion. This allows us to assess the situation while the condition of the surfaces and areas cleaned is still recent and can be properly reviewed.

Concerns about damage to property or belongings should be notified as soon as they are discovered. Delays in reporting may make it more difficult for us to investigate and establish the circumstances of any alleged damage.

How We Will Handle Your Complaint

Once we receive your complaint, we will log it and begin an internal review. Our approach is designed to be fair, consistent and respectful to all parties. We will take the following steps:

Acknowledge receipt of your complaint within a reasonable time period; review your account, booking details and staff reports; where appropriate, contact the cleaner or team who attended your property for their account of events; consider any photographs or supporting information you have provided; where necessary, discuss the situation with you to clarify details and expectations.

In some situations, we may request additional information or evidence to help us reach a fair conclusion. Our aim is to complete most investigations within a reasonable timeframe, depending on the complexity of the issue.

Outcomes and Resolutions

After reviewing your complaint, we will explain our findings and the reasons for our decision. Where your complaint is upheld, we will look at suitable remedies, which may include one or more of the following, depending on the circumstances:

A return visit to re-clean the affected area where practical and appropriate; providing advice on any limitations of cleaning results due to fibre type, pre-existing wear, stains or damage; a partial or full adjustment to the service charge where we consider this justified; recommendations for future care of carpets and upholstery to help prevent recurrence of issues.

Where a complaint is not upheld, we will clearly explain why, referring to any relevant information such as pre-clean inspections, condition of items before cleaning, or limitations that were discussed before the service.

Escalating Your Complaint

If you feel that your complaint has not been handled in line with this procedure, you may request that it is reviewed by a senior member of our team. When asking for a review, please set out why you disagree with the outcome and include any information that you believe has not been considered.

The senior review will focus on whether the Complaints Procedure has been followed correctly and whether the decision reached was reasonable in light of the evidence available.

Our Commitment to Continuous Improvement

We take all complaints seriously and use them as a key part of our quality control process. Feedback from customers helps us identify training needs, improve our cleaning methods, update our procedures and refine our communication. By sharing your concerns, you are helping us improve the service we provide to households and businesses in our area.

Edgware Carpet Cleaning is committed to treating every customer with respect, handling all complaints with care and confidentiality, and working constructively to reach fair and practical resolutions whenever possible.