Complaints Procedure for St. John's Wood Carpet Cleaners

St. John's Wood Carpet Cleaners is committed to delivering reliable and professional carpet, rug and upholstery cleaning services. We recognise that, on occasion, things may not go as planned. This Complaints Procedure explains how you can raise a concern about our services, how we will handle your complaint, and what you can expect from us at each stage.

Our Commitment to You

We aim to provide a clear, fair and accessible complaints process for all customers. Every complaint is an opportunity for us to put things right and improve the quality of our domestic and commercial cleaning services. We will always seek to resolve issues as quickly as possible, with courtesy, transparency and respect.

What This Procedure Covers

This procedure applies to complaints about any carpet, upholstery or related cleaning service supplied by St. John's Wood Carpet Cleaners, including but not limited to:

Issues with the quality or effectiveness of cleaning work, punctuality or conduct of technicians, damage or alleged damage to carpets, flooring, furniture or belongings, billing, quotations or charges that you believe are incorrect or unclear, and communication or customer service concerns before, during or after a booking.

This procedure does not cover compliments or general feedback, although we welcome both. It is designed specifically for situations where you are dissatisfied and wish to raise a formal concern.

How to Make a Complaint

If you are unhappy with any aspect of our service, please tell us as soon as possible. In many cases, issues can be resolved quickly and informally if raised at an early stage.

You can make a complaint verbally or in writing. When contacting us, please include the following information so we can investigate efficiently:

Your full name, the address where the service was carried out, the date and approximate time of the service, a clear description of what went wrong and how it has affected you, any relevant photographs or evidence, if available, and your preferred method of response, such as telephone or written reply.

Stage One: Informal Resolution

In the first instance, we encourage you to speak with our customer service team. Many concerns can be solved promptly by discussing the issue and agreeing a practical solution, such as a re-clean of specific areas or clarification of an invoice. We will listen carefully to your explanation and aim to understand what outcome you are seeking.

During this stage we will acknowledge your concern, clarify any points we do not fully understand, discuss possible solutions with you, and attempt to resolve the matter immediately or within a short, reasonable timescale.

If you are satisfied with the outcome at this stage, the matter will be considered resolved. However, if you remain unhappy, you can move to the next stage of the process.

Stage Two: Formal Complaint Review

If the issue is not resolved informally, or you prefer to raise it formally from the outset, we will treat it as a formal complaint. Your complaint will be reviewed by a senior member of the team who was not directly involved in delivering the original service.

We will acknowledge your complaint within a reasonable timeframe and confirm that it is being investigated. During the investigation we may contact you for further details, request photographs or supporting information, and speak with the cleaning technicians or staff involved.

Once the investigation is complete, we will provide a clear written response. This will normally include a summary of your complaint, an outline of the steps we have taken to investigate, our findings and conclusions, and any proposed resolution or remedial action.

Possible Outcomes and Resolutions

Our aim is always to reach a fair outcome based on the circumstances and evidence available. Depending on the nature of the complaint, possible resolutions may include:

A re-clean of the affected areas of carpet, upholstery or flooring where appropriate, a partial or full adjustment to your invoice, guidance or additional training for our staff, an apology and explanation of what went wrong, or other reasonable remedies agreed with you.

Where damage is alleged, we will review the condition and type of surface or fabric, the methods and products used, and any relevant pre-existing issues. We may request supporting information so that we can reach an informed view.

Timeframes

We aim to handle all complaints as promptly as possible. In most cases, informal concerns can be addressed within a few working days. Formal complaints that require more detailed investigation may take longer, particularly where further information or inspection is needed.

If we anticipate that it will take more time to reach a conclusion, we will keep you updated on progress and provide an estimated timeframe for our final response.

Your Responsibilities

To help us deal with your complaint fairly, we ask that you provide accurate information, including dates, times and a clear description of events; retain any relevant documents, such as estimates, invoices or job notes; and allow us reasonable access to inspect any areas or items you believe are affected, where applicable.

We also ask that all communication remains respectful and constructive so that we can focus on achieving a practical resolution.

Confidentiality and Data Protection

All complaints are handled in confidence. Information you provide will only be shared with those who need it in order to investigate, respond and implement any agreed remedy. We will handle your personal data in line with our privacy practices and applicable data protection requirements.

Continuous Improvement

We regularly review complaints and feedback related to our carpet and upholstery cleaning work to identify patterns, trends and opportunities for improvement. Lessons learned from complaints may lead to changes in our procedures, staff training, quality checks or communication, helping us to enhance our service for all customers.

By following this Complaints Procedure, we aim to ensure that concerns are taken seriously, dealt with consistently and resolved wherever possible in a way that is fair to you and to St. John's Wood Carpet Cleaners.