Thornton Heath Carpet Cleaners Complaints Procedure

Thornton Heath Carpet Cleaners is committed to providing a reliable, professional and friendly cleaning service. We recognise that occasionally things may not go as planned. When this happens, we want to know about it so we can put things right and improve our services. This complaints procedure explains how you can raise a concern, how we will handle it, and what you can expect from us at each stage.

Our Approach to Complaints

We treat all complaints seriously and handle them in a fair, consistent and timely manner. Every complaint is an opportunity to review our working practices, support our cleaning teams and enhance the overall service we provide to our customers in the wider Thornton Heath area and surrounding neighbourhoods.

We aim to:

Listen carefully to your concerns and understand what has gone wrong from your perspective. Acknowledge your complaint promptly. Investigate your concerns thoroughly and objectively. Provide a clear explanation of our findings and any actions we will take. Use the outcome to improve our training and quality control.

What Counts as a Complaint

A complaint is any expression of dissatisfaction about our services, whether it relates to domestic carpet cleaning, upholstery cleaning, end of tenancy work or other cleaning tasks we carry out. This may include issues such as the standard of cleaning, conduct or attitude of staff, punctuality, communication, or how we have handled a previous query.

We welcome all feedback, both positive and negative. If you simply wish to make a comment or suggestion, we will log it and consider it as part of our continuous improvement, even if you do not want to make a formal complaint.

How to Make a Complaint

You can raise a complaint in writing. Written complaints help us capture the details accurately, review the matter carefully and keep a clear record of what has been said and agreed.

When submitting your complaint, please provide:

Your full name. The address where the cleaning service was carried out. The date and approximate time of the service. A clear description of what went wrong. Any photographs or notes that help explain the issue. What outcome you are seeking, if you have a particular resolution in mind.

This information allows us to investigate your concerns thoroughly and respond in a meaningful way.

Timescales for Raising a Complaint

We encourage customers to raise any concerns as soon as possible after the cleaning service. Where issues relate to the standard of work, it is best if we are informed within a short period after the visit, as this gives us the opportunity to inspect the area, assess what has happened and, where appropriate, put things right.

Although there is no strict deadline, complaints made many weeks or months after the service can be harder to investigate, particularly where carpets have since been used, cleaned by others or altered in any way.

How We Will Respond

Once we receive your complaint, we will acknowledge it in writing within a reasonable time. We will then review the information you have provided, check our internal records, speak to any relevant cleaning staff and, where necessary, request further details from you to clarify points.

In most cases, we will aim to provide a full written response within a practical timeframe, explaining:

Our understanding of your complaint. The steps we have taken to investigate it. Our findings based on the evidence available. Any offer of remedial action or other resolution.

If, for any reason, we need longer to investigate, we will let you know and give an indication of when you can expect a final response.

Possible Outcomes and Resolutions

Our goal is always to reach a fair and reasonable outcome. Depending on the nature of the complaint and the results of our investigation, possible resolutions may include:

Arranging a re-clean of the affected area, where appropriate. Offering a partial or full refund, where justified. Providing advice on carpet or upholstery aftercare where misunderstanding has occurred. Explaining clearly why we do not believe a particular outcome is appropriate, if that is the case.

Each complaint is considered on its own facts, taking into account the condition of the property, the scope of work agreed, the type of fibres and materials cleaned, and any limitations explained prior to or during the service.

Escalating Your Complaint

If you are not satisfied with the outcome of your complaint after receiving our formal response, you may ask for the decision to be reviewed. When doing so, please explain why you remain dissatisfied and what further information you feel has not been considered.

We will then re-examine your complaint, taking into account any additional details you provide and reviewing the earlier handling of the matter. After this review, we will send you a final written response setting out our position.

Unreasonable or Repeat Complaints

We are committed to treating all customers with respect and to handling complaints courteously. In return, we expect our staff to be treated in the same way. We reserve the right to limit or end communication where a complaint becomes unreasonable, persistent or abusive, or where it is clear that we can add no further value to the discussion. In such cases, we will explain our decision in writing.

Confidentiality and Data Protection

All complaints are handled in line with our privacy and data protection obligations. Information you provide about your complaint will be used solely for the purpose of investigating and responding to your concerns, improving our services and meeting any legal or regulatory requirements. We will share details only with staff or representatives who need the information to manage your case.

Using Complaints to Improve Our Service

We regularly review complaints as part of our quality control and staff training processes. By analysing the types of issues that arise, we can refine our cleaning methods, improve scheduling, enhance our customer communication and provide additional guidance to our cleaners working across the Thornton Heath area and nearby locations.

By following this complaints procedure, Thornton Heath Carpet Cleaners aims to ensure that every concern is given proper attention, that customers are treated fairly, and that we continue to raise the standard of our cleaning services.