Complaints Procedure

Complaints Procedure for Wandsworth Carpet Cleaning

Wandsworth Carpet Cleaning is committed to providing reliable, professional, and courteous cleaning services. We recognise that, on occasion, things may not go as planned. This Complaints Procedure explains how you can raise a concern, how we will respond, and what you can expect from us at every stage. Our aim is to handle all complaints fairly, transparently, and promptly, and to use your feedback to continually improve our services.

Scope of this Complaints Procedure

This procedure applies to all domestic and commercial customers who use Wandsworth Carpet Cleaning for carpet, rug, upholstery, or related cleaning services. It covers complaints about service quality, punctuality, conduct of staff, communication, and any other aspect of the customer experience directly connected with our cleaning work.

Our Complaints Principles

When you make a complaint to Wandsworth Carpet Cleaning, we will:

Listen carefully to your concern and treat you with respect.

Acknowledge your complaint and confirm the next steps.

Investigate what happened in a fair and objective manner.

Respond within reasonable and clearly stated timeframes.

Offer an appropriate resolution where the complaint is upheld.

Use the outcome to help prevent similar issues in future.

How to Make a Complaint

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

In writing: You may send us a written complaint setting out what happened, when it happened, and what you would like us to do to resolve the matter.

By phone: You may contact us during normal business hours and explain the issue to a member of our team, who will record the details for review.

In person: If a member of our team is on site, you may raise a concern at the time of service. We may still ask for written confirmation so we can keep a clear record.

When making a complaint, please provide as much information as possible, including your full name, service address, date and time of the cleaning, a description of the issue, and any supporting details such as photographs of the affected area. Clear information helps us investigate quickly and thoroughly.

Stage One: Initial Complaint Handling

Once we receive your complaint, we will log it in our internal system. We aim to acknowledge all complaints within two working days. The acknowledgement will confirm that we have received your complaint and outline the next steps in the process.

At this stage, an appropriate member of staff, such as a supervisor or office manager, will review your complaint. Where suitable, we may contact you to clarify details, request further information, or arrange a convenient time to inspect the property or the area of concern.

We aim to provide a full response to most complaints within ten working days of acknowledgement. If additional time is needed, for example because we require further investigation or access to the premises, we will let you know and provide an updated timescale.

Stage Two: Investigation and Resolution

During our investigation we may review job records, technician notes, cleaning products and methods used, and any photographs taken before or after the work. We may also speak with the cleaning operative or team leader who attended your property.

After completing the investigation, we will contact you with our findings. Where a complaint is upheld or partially upheld, we will discuss appropriate remedies, which may include one or more of the following:

A return visit to re-clean or treat an area of concern.

Practical advice on aftercare to help restore or protect the cleaned surface.

A goodwill gesture, which could include a partial refund or discount on future services, where appropriate.

Where a complaint is not upheld, we will explain clearly the reasons for our decision and the evidence we relied upon. We remain open to answering any follow-up questions you may have.

Stage Three: Escalation

If you are not satisfied with the outcome at Stage Two, you may ask for your complaint to be reviewed by a senior member of the Wandsworth Carpet Cleaning management team. Your request for escalation should explain why you are unhappy with the previous response and what outcome you are seeking.

The senior reviewer will re-examine your complaint and the initial investigation, and may request additional information from you or from staff involved. We aim to complete this review and provide a final written response within ten working days of your escalation request, or will advise you if more time is needed.

The decision at this stage will normally be our final position on the matter.

Time Limits for Making a Complaint

We recommend that you inform us of any concerns as soon as possible after the service has been carried out, ideally within 48 hours. This allows us to inspect the area and address any issues while the work is recent and conditions are unchanged. While we will consider complaints made after this period, our ability to investigate and offer certain remedies may be limited by the passage of time or subsequent use of the property.

Customer Responsibilities

To help us deal with your complaint efficiently, we ask that you:

Provide accurate and complete information about the service and the issue.

Allow us reasonable access to the property to inspect and, where appropriate, carry out remedial work.

Treat our staff with courtesy and respect during all communications.

Follow any care advice or instructions provided at the time of service, especially where they relate to drying times, ventilation, or use of treated areas.

Confidentiality and Data Protection

All complaints are handled confidentially. Any personal information you provide will be used only for the purpose of investigating and resolving your complaint, and for improving our services. We will store and process your data in line with applicable data protection requirements.

Continuous Improvement

Wandsworth Carpet Cleaning values all feedback, whether positive or negative. Every complaint is reviewed not only to address the individual situation, but also to identify any patterns or recurring issues. Where necessary, we may update our staff training, service procedures, or quality checks to reduce the likelihood of similar problems arising in future. Your comments play an important role in helping us maintain high standards across the local area we serve.

Review of this Complaints Procedure

This Complaints Procedure is reviewed periodically to ensure it remains clear, fair, and effective. We may make updates from time to time to reflect changes in our services, internal processes, or legal requirements. The most recent version will always apply to any complaints currently under consideration.