West Heath Carpet Cleaners Complaints Procedure

West Heath Carpet Cleaners is committed to providing a reliable, professional service for all customers across our local service area. We recognise that, on occasion, you may feel that something has not met your expectations. This Complaints Procedure explains how you can raise a concern with us, how we will handle your complaint, and the steps we will take to seek a fair and timely resolution.

Our Commitment to You

We aim to deliver high standards in every carpet and upholstery cleaning service we carry out. When something goes wrong, we see it as an opportunity to put things right and to improve how we work. We are committed to:

Listening carefully to your concerns, treating every complaint seriously, and handling all issues with courtesy and respect. Investigating complaints promptly and thoroughly. Keeping you informed during the process. Working with you to agree appropriate solutions where we are at fault. Using feedback to review and enhance our services across the local area.

What This Procedure Covers

This Complaints Procedure applies to all domestic and commercial customers who use West Heath Carpet Cleaners. It covers concerns about our cleaning work, our staff conduct, our appointment attendance or punctuality, our communication, and our invoicing or charges. It does not cover matters that are already the subject of legal proceedings or issues outside our reasonable control, such as access restrictions, pre-existing damage, or problems arising from failure to follow care instructions provided after cleaning.

How to Make a Complaint

You can raise a complaint by contacting us in writing or by speaking with a member of our team. While we will always try to help if you contact us by phone, we strongly recommend putting your complaint in writing so that there is a clear record of your concerns and the dates involved. When you make a complaint, please provide your full name, service address, the date and approximate time of the cleaning appointment, a clear description of what went wrong, and any photos or supporting information that may help us understand the issue.

Time Limits for Submitting a Complaint

To help us investigate fairly and accurately, we ask that you raise any complaint as soon as possible after the service. For issues relating to workmanship, cleaning results, or damage, please contact us within a reasonable period from the date of the appointment, ideally within 7 days. For issues relating to invoices or charges, please contact us promptly upon receiving the invoice. We may still consider complaints raised after these periods, but our ability to investigate and resolve them may be limited.

Initial Review and Acknowledgement

Once we receive your complaint, we will record it in our internal system. We will acknowledge your complaint within a reasonable time frame, usually within a few working days. Our acknowledgement will confirm that we have received your complaint and explain the next steps in the process. We may ask you for further information or clarification if needed to help us understand the circumstances clearly.

Investigation and Assessment

A senior member of the West Heath Carpet Cleaners team will review your complaint. Depending on the nature of your concerns, the investigation may include reviewing job notes and booking records, speaking to the operative who attended your property, assessing any photographs, videos, or other evidence you provided, and in some cases arranging a follow-up visit to inspect the area of concern. We aim to complete our investigation within a reasonable timeframe, usually within 14 working days of acknowledging your complaint, although more complex matters may require additional time.

Our Response and Proposed Resolution

After we complete our investigation, we will provide you with a clear written outcome. This will explain what we have found, whether we agree that we are at fault, and the reasons for our decision. Where we identify that our service has fallen below our expected standards, we will set out appropriate steps to put things right. Depending on the situation, this may include a re-clean of the affected area where reasonable and practical, a partial or full refund where appropriate, or another suitable remedy agreed with you. If we do not uphold your complaint, we will explain our reasons in full.

If You Are Not Satisfied With the Outcome

If you are unhappy with our response, you may request that your complaint is reviewed again by a more senior member of our management team, where available. In this case, we will re-examine the details, any new information you provide, and the previous handling of your complaint. Following this review, we will provide a final response, confirming whether our original decision stands or whether we are offering a revised resolution.

Behaviour and Courtesy

We are committed to dealing with all customers in a courteous and respectful manner, and we expect the same in return. We understand that complaints can arise from stressful situations, but abusive, aggressive, or threatening behaviour towards our staff will not be tolerated. In extreme cases, we may limit or cease communication where behaviour is unreasonable or persistent in a way that prevents us from handling the complaint fairly.

Using Complaints to Improve Our Service

Feedback and complaints from customers within our service area are an important part of how we improve West Heath Carpet Cleaners. We periodically review complaints to identify patterns, training needs, or changes we can make to our processes. This may include refining our booking procedures, enhancing staff training, updating our cleaning methods, or clarifying our customer information so that expectations are clear from the outset.

Confidentiality and Data Protection

We treat all complaints in confidence and handle any personal data you provide in line with applicable data protection requirements. Information is used only for managing your complaint, improving our services, and meeting our legal obligations. We will share details only with those who need them in order to investigate and resolve your complaint.

Review of This Procedure

West Heath Carpet Cleaners reviews this Complaints Procedure from time to time to ensure it remains clear, fair, and effective for customers across the local area. Any substantial updates will apply to future complaints and will be reflected in the latest version of this page.