Dulwich Carpet Cleaning Complaints Procedure

At Dulwich Carpet Cleaning, we are committed to delivering reliable, high quality carpet and upholstery cleaning services. We take all feedback seriously and see complaints as an opportunity to improve the way we work. This complaints procedure sets out how you can raise a concern about our services and how we will respond.

Our Commitment to You

We aim to provide a clear, fair and timely process for handling any complaint. Our objectives are to:

Listen carefully to your concerns and treat every complaint with respect and professionalism.

Investigate what has happened in a balanced and objective way.

Put things right where we have made a mistake or fallen short of our standards.

Learn from complaints to improve our services for all customers in our service area.

What Counts as a Complaint

A complaint is any expression of dissatisfaction about our cleaning services, staff, communication, scheduling, pricing clarity, or the way your booking or visit has been handled, where you are seeking a response or resolution.

Examples of complaints include, but are not limited to:

Concerns about the quality or thoroughness of cleaning.

Damage or suspected damage to property during a visit.

Poor communication, delays, or missed appointments.

Concerns about the conduct or attitude of a member of our team.

Disagreement about charges where you feel they were not clearly explained.

Raising a Complaint

We encourage you to raise any concern as soon as possible so that we can address it quickly. In many cases, issues can be resolved informally with the cleaning technician or with our office team shortly after the service.

If you are not satisfied with an informal response or would prefer a more formal process, you can make a formal complaint by providing the following information:

Your full name and the address where the cleaning took place.

The date and time of the service and the name of the operative if known.

A clear description of your concern, including what you feel went wrong.

Any photos or other information that might help us understand the issue.

What outcome you are seeking, such as a re-clean of specific areas or a review of charges.

How We Will Handle Your Complaint

When we receive a formal complaint, we will follow these steps:

Acknowledgement: We will acknowledge your complaint and confirm that we have received it. We aim to do this within two working days.

Initial Review: We will review the details you have provided and check our records, including appointment notes, job sheets and any photographs taken by our team.

Investigation: Depending on the nature of your complaint, we may speak with the cleaning technician involved, any supervisor who attended the site, and any other relevant staff. We may ask you for additional information to help clarify points.

Site Visit: For certain complaints, especially where there is a concern about damage or work quality, we may propose a follow-up visit to inspect the areas in question and assess an appropriate remedy.

Response Times and Outcomes

We aim to provide you with a full response within ten working days of acknowledging your complaint. If the issue is complex or requires further investigation, we will keep you informed of progress and let you know when you can expect a final response.

Our response will explain:

What we have understood your complaint to be.

The steps we have taken to investigate the matter.

Our findings and, where appropriate, an apology.

Any actions we propose to take to put things right.

Examples of possible outcomes may include:

Offering a re-clean of certain areas.

Providing a partial or full refund where justified.

Offering a goodwill gesture.

Explaining why we believe the service was delivered in line with our terms and conditions, if this is the case.

Escalating Your Complaint

If you are not satisfied with our initial response, you may ask for the complaint to be reviewed by a senior member of our management team. When requesting an escalation, please explain why you are unhappy with the outcome and what further resolution you are seeking.

The senior reviewer will look again at the information available, and may contact you directly for clarification. We will then provide a final response, normally within ten working days of your escalation request.

Timescales for Making a Complaint

To help us investigate effectively, we ask that you raise any complaint within a reasonable time of the service taking place. For quality-related issues, we recommend contacting us within 48 hours of the visit wherever possible, as this allows us to see the condition of the cleaned items while it is still recent.

Our Responsibilities and Your Responsibilities

We are responsible for ensuring that our services are carried out with reasonable care and skill, and that our team members behave professionally and respectfully in your home or workplace.

We ask that you:

Provide accurate information when booking, including access arrangements and any known issues with flooring or furnishings.

Give us a fair opportunity to inspect and, where appropriate, correct any issues.

Communicate your concerns calmly and clearly, allowing us to work towards a constructive resolution.

Using Complaints to Improve Our Service

All complaints are logged and reviewed by our management team. We use the information gathered to identify patterns, update staff training, refine our cleaning methods and improve communication with customers across our service area.

By following this procedure, we aim to handle every complaint fairly, transparently and with respect, ensuring that your experience with Dulwich Carpet Cleaning is taken seriously and used to help improve our service in the future.