Complaints Procedure for Carpet Cleaners E5 Services

This complaints procedure explains how customers can raise concerns about our carpet, rug and upholstery cleaning services in the E5 area and how we will manage, investigate and resolve those concerns. Our aim is to deal with every complaint promptly, fairly and transparently, and to use your feedback to improve our services.

Our Commitment to Customers

We are committed to providing a reliable, high quality cleaning service for homes and businesses. If something goes wrong, we want to know about it so we can put it right. All complaints are taken seriously, treated with respect and handled in line with this procedure. We will not charge you for making a complaint and raising a concern will not affect any ongoing or future services.

What Counts as a Complaint

A complaint is any expression of dissatisfaction about our cleaning services, our staff, our communication or any part of the customer experience, where you are expecting a response. This can include, for example, concerns about the quality of carpet or upholstery cleaning, missed or late appointments, conduct of cleaning staff on site, damage or suspected damage to property or belongings, or issues with booking, communication or invoicing.

If you are unsure whether your concern is a complaint, please raise it with us anyway. We will either resolve it informally on the spot where possible or log it as a formal complaint if it requires investigation.

How to Make a Complaint

You can make a complaint in the way that is most convenient for you. We accept complaints in writing and verbally. To help us deal with the matter efficiently, please provide as much detail as possible, including your full name, service address, date and approximate time of the cleaning visit, which areas or items were cleaned, a clear description of what went wrong, and any photos or other information that may help us understand the problem.

If your complaint relates to an urgent issue, such as damage or a possible safety risk, please tell us as soon as possible so we can respond quickly.

Time Limits for Raising a Complaint

We ask that you raise any complaint about our carpet, rug or upholstery cleaning services as soon as reasonably possible and ideally within seven calendar days of the cleaning visit. This helps us investigate effectively while information is still recent and conditions in the property are similar to when our technicians attended.

We will consider complaints raised after this period, but evidence may be more difficult to obtain and this may limit the options available for resolution.

Stage One: Initial Resolution

In the first instance, we will try to resolve your complaint informally and quickly. A member of our team will acknowledge your complaint and may ask for further details such as photographs of the affected area or clarification of what you expected from the service. Where possible, we aim to provide an initial response within three working days. Many issues can be resolved at this stage through explanation, advice, a re-clean of the affected areas, or a mutually agreed adjustment to the service.

Stage Two: Formal Investigation

If your complaint cannot be resolved at the initial stage, or if you remain dissatisfied with the outcome, it will be escalated for formal investigation. A senior member of staff, who was not directly involved in the original service, will review all available information. This may include the booking details and service notes, photos Before and After if available, technician reports, and any communications between you and our team.

We may need to contact you for more information or to arrange a follow-up visit to inspect the work in person. We aim to complete the formal investigation and provide a written response within ten working days of escalation. If we need more time, we will let you know, explain why and give you an updated timescale.

Outcomes and Remedies

Once the investigation is complete, we will explain our findings and any action we propose to take. Possible outcomes may include a clear explanation or further information about what happened and why, an apology where appropriate, a re-clean of the affected areas, a partial or full refund where justified, or another practical solution agreed with you. Any remedy offered will be reasonable and proportionate to the issue identified and the evidence available.

Situations Outside Our Control

Our cleaning technicians will always do their best to achieve effective results while working safely and protecting your property. However, some situations may be outside our control, such as permanent stains that cannot be removed, pre-existing damage or wear that becomes more visible after cleaning, or issues with carpets and fabrics that are incompatible with wet or chemical cleaning methods. Where we have followed industry-accepted methods and safety guidance, and explained any likely limitations in advance, this may affect the type of remedy we are able to offer.

Data Protection and Confidentiality

All complaints are handled in confidence. Information you provide will only be shared within our company with staff who need it to investigate and respond to your complaint. Any personal data will be processed in line with our general data protection obligations. We will keep records of complaints and how they were resolved so that we can monitor service quality and identify areas for improvement.

Continuous Improvement

We review complaints regularly to identify patterns, training needs and opportunities to improve our carpet, rug and upholstery cleaning services across the E5 area. Your feedback plays an important role in helping us maintain high standards of customer care and cleaning results.