Complaints Procedure

Complaints Procedure for Carpet Cleaning NW6 Customers

Carpet Cleaning NW6 is committed to delivering reliable, professional carpet, rug and upholstery cleaning services. We aim to resolve any problems quickly and fairly. This complaints procedure explains how you can raise a concern, how we will handle it, and what you can expect from us at every stage.

1. Purpose of this Complaints Procedure

The purpose of this procedure is to give all customers a clear and transparent process for reporting dissatisfaction with our services. It covers carpet cleaning, upholstery cleaning, stain removal and related work carried out in domestic or commercial properties within our service area.

We use all complaints as an opportunity to review standards, improve staff training and refine our cleaning methods. Every concern is treated seriously and handled with respect and confidentiality.

2. What We Class as a Complaint

A complaint is any expression of dissatisfaction about our services, whether justified or not, which requires a response. Examples may include:

Issues with the quality of cleaning, such as missed areas, recurring stains or unsatisfactory results.

Concerns about punctuality, behaviour or professionalism of cleaning staff.

Disputes regarding quotes, pricing or the final invoice for carpet or upholstery cleaning work.

Concerns about damage or potential damage to carpets, rugs, upholstery or other property during a visit.

Any situation where you feel we have not delivered the service you reasonably expected.

3. How to Make a Complaint

You can raise a complaint verbally or in writing. To help us investigate thoroughly, please provide as much information as possible, including:

Your full name and property address where the work was carried out.

The date of the service and, if known, the time of the appointment.

A clear description of what went wrong or what you are unhappy with.

Any relevant details, such as the rooms or items cleaned, products used or specific issues noticed after our visit.

Any photos or notes that show the problem, particularly for visible issues such as stains, marks or damage.

We encourage customers to contact us as soon as possible after the cleaning visit, ideally within 48 hours of the service, so we can inspect and resolve issues while the situation is still recent.

4. Our Complaints Handling Stages

Stage One: Initial Response

Once we receive your complaint, we will acknowledge it and confirm that it is being reviewed. If your complaint is made verbally, we may summarise it back to you to ensure we have understood the details correctly.

Where appropriate, we may request additional information or photographs. This helps us understand the type of carpets or upholstery involved, the nature of the stains or marks, and the conditions at the time of cleaning.

Stage Two: Investigation

A senior staff member or supervisor will review all details of the complaint. This may include:

Checking the booking details, job notes and any pre-cleaning inspection completed by our technician.

Reviewing the type of fabrics, fibres and cleaning methods used during your visit.

Speaking to the cleaning operative who attended your property to understand what took place.

Assessing any photographs provided, along with industry guidance on carpet and upholstery cleaning.

We may suggest a follow-up visit to inspect the area in person. This visit allows us to carefully assess the condition of the carpets or upholstery and consider the most appropriate remedy.

Stage Three: Outcome and Resolution

After the investigation, we will explain our findings to you in clear language. Where we identify that our service has fallen below our usual standards, we will seek to provide a fair and practical resolution. Depending on the circumstances, this may include:

Offering a re-clean of part or all of the affected area at no additional cost.

Providing guidance on ongoing aftercare for carpets and upholstery to help prevent further issues.

Discussing an appropriate adjustment to your invoice, where justified.

If we conclude that the issue is not a result of our work, we will explain the reasons for this. For example, limitations relating to existing wear and tear, permanent stains, previous damage or manufacturer restrictions on certain fabrics may affect the final result.

5. Timescales

We aim to acknowledge all complaints promptly and to complete our investigation within a reasonable time. Timescales may vary depending on the complexity of the issue and the need for site inspections. Where more time is required, we will keep you informed of progress and expected response times.

6. Your Responsibilities as a Customer

To help us handle complaints fairly and effectively, we ask that you:

Report any concerns as soon as you become aware of them, especially when they relate to visible marks, odours or dampness following a clean.

Provide accurate and complete information about the service received and the surfaces treated.

Allow us reasonable access to the property, where needed, to inspect the carpets or upholstery.

Follow any aftercare guidance given, such as drying times and restrictions on walking over freshly cleaned areas.

7. Continuous Improvement

Every complaint, whether minor or serious, is logged and reviewed as part of our quality control. We look for patterns that may indicate the need for additional staff training, updated equipment or revised cleaning processes. This helps us improve the overall standard of carpet and upholstery cleaning we provide across our service area.

8. Policy Review

This complaints procedure is reviewed periodically to ensure it remains clear, fair and compliant with current best practice for cleaning companies. Updated versions will apply to all future services carried out by Carpet Cleaning NW6.

If you have any questions about this procedure, you may contact us before or after a service to request clarification. We are committed to dealing with all customers in a professional, courteous and transparent manner.