Complaints Procedure for Stockwell Carpet Cleaning

Stockwell Carpet Cleaning aims to provide a reliable, high quality cleaning service for every customer. We recognise that, on occasion, things may not go as planned. This Complaints Procedure explains how you can raise a concern, how we will handle it, and the standards you can expect from us throughout the process.

Purpose of this Complaints Procedure

The purpose of this procedure is to provide a clear, fair and transparent process for dealing with any dissatisfaction relating to our carpet cleaning and associated services. We use all feedback, including complaints, to review our performance and improve the way we operate for customers in our service area.

What We Class as a Complaint

A complaint is any expression of dissatisfaction about our services, staff, communication, or the outcome of work carried out by Stockwell Carpet Cleaning, where you would like a response or resolution. This may include, for example:

Concerns about the quality or thoroughness of cleaning work performed.

Issues related to timings, missed appointments or delays.

Concerns regarding the conduct, attitude or behaviour of any member of our team.

Concerns about how we have handled enquiries, bookings, quotations or payments.

If you are unsure whether your issue is a complaint, please raise it with us and we will clarify how it can best be addressed.

How to Make a Complaint

You can make a complaint verbally or in writing. We encourage you, where possible, to raise the matter as soon as you become aware of it, ideally within a reasonable time of the service being carried out. Providing prompt details helps us investigate more effectively.

When submitting your complaint, please provide the following information so that we can understand and investigate the issue thoroughly:

Your full name and the address where the service was carried out.

The date of the cleaning service and, if known, the name of the cleaning operative or team.

A clear description of what went wrong and how it has affected you.

Any steps already taken to try to resolve the issue informally.

Any supporting information, such as photographs of the area of concern or copies of relevant documents.

Our Complaints Handling Stages

We aim to manage complaints in a proportionate and timely way. Our complaints handling process has two main stages.

Stage One: Initial Review and Response

Once we receive your complaint, we will:

Acknowledge receipt of your complaint and register the details in our internal records.

Review the information you have provided and, where necessary, contact you for clarification.

Speak with any staff members involved and gather relevant evidence, including visit records and job notes.

We aim to provide an initial response within a reasonable period from the date we receive your complaint. This response will explain our understanding of the issue, any steps we have already taken, and any immediate actions we propose to resolve the matter. In many cases, complaints can be resolved at this stage, for example by offering a re-clean of affected areas, a practical remedy, or an appropriate explanation.

Stage Two: Further Review and Final Position

If you are not satisfied with the outcome of Stage One, you may ask for your complaint to be reviewed at a higher level within the company. When requesting a further review, please explain why you remain dissatisfied and what outcome you are seeking.

During Stage Two we will:

Reassess the evidence collected at Stage One and review how the complaint was handled.

Consider any new information or concerns you have raised.

Issue a further written response setting out our final position, the reasons for our decision, and any further actions we will take.

The Stage Two response will normally conclude our internal complaints procedure.

Our Commitments When Handling Complaints

We are committed to dealing with all complaints consistently, fairly and respectfully. When you raise a complaint, you can expect us to:

Treat your concerns seriously and with courtesy.

Maintain confidentiality as far as is reasonably possible and only share details with staff who need them to investigate and resolve the issue.

Remain objective, avoiding unnecessary delay and considering all available evidence.

Provide clear explanations in plain language.

Where we identify that something has gone wrong, take reasonable steps to put it right and use what we have learned to improve our services.

Possible Outcomes and Remedies

The outcome of a complaint will depend on the circumstances of each case. Where a complaint is upheld, we may offer one or more of the following, as appropriate:

A re-clean of specific areas or items, arranged within a reasonable timeframe and at no additional cost.

A practical solution designed to address the problem identified.

An apology and explanation of what went wrong.

Information about changes we will make to our processes or staff training to prevent similar issues recurring.

Not every complaint will result in the same outcome, but we will always explain the reasons behind our decisions.

Time Limits and Historical Complaints

We encourage customers to raise any concerns as soon as possible after the service. Complaints made after a long delay may be more difficult to investigate thoroughly due to limited records or changes in circumstances. While we will always do our best to review any issue brought to our attention, we reserve the right not to investigate matters that are unreasonably historic or where relevant information is no longer available.

Using Feedback to Improve Our Services

Stockwell Carpet Cleaning values all feedback, whether positive or negative. Complaints help us identify areas where our cleaning methods, equipment, scheduling, customer communication or staff training can be improved for customers across our service area. We regularly review complaint trends and outcomes to support ongoing improvement and to maintain our standards of service.

Updates to This Complaints Procedure

We may update this Complaints Procedure from time to time to reflect changes in our business practices, legal or regulatory requirements, or feedback from customers. The version published on our website will always be the most current statement of how we handle complaints.