Complaints Procedure for Carpet Cleaners E1 Services

This complaints procedure explains how Carpet Cleaners E1 manages concerns and complaints about our cleaning services. Our aim is to resolve issues quickly, fairly and consistently, while using any feedback to improve the quality and reliability of our work.

Our Commitment to Customers

We are committed to providing professional carpet and upholstery cleaning across our service area. If something goes wrong, we want to hear about it so that we can put matters right wherever possible. We will treat every complaint seriously, listen carefully, and handle your case with courtesy and respect.

We aim to:

Respond to complaints promptly and clearly.

Investigate all concerns in an objective and unbiased way.

Provide an explanation and, where appropriate, a suitable remedy.

Use your feedback to review and improve our services and staff training.

What Counts as a Complaint

A complaint is any expression of dissatisfaction about our services, staff conduct or communication, where you are seeking a response or resolution. This may include, for example:

Concerns about the quality or outcome of a cleaning visit.

Damage or alleged damage to carpets, upholstery or other property.

Missed or significantly delayed appointments.

Behaviour, attitude or professionalism of a team member.

Issues with quotations, invoices or payment procedures.

We encourage you to raise any concerns as soon as possible so we can resolve them quickly.

How to Make a Complaint

You can make a complaint in writing or verbally. When doing so, please provide as much detail as you can so we can fully understand the issue and investigate effectively. It is helpful if you include:

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

The date and approximate time of the cleaning service.

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

Any supporting information, such as photographs, written notes or invoice details.

Your preferred outcome, such as a re-clean of specific areas or another form of remedy.

If you raise a concern with a cleaning operative at your property, they will log the details and pass the information to the appropriate person for follow-up. However, for formal complaints we recommend submitting them in writing so there is a clear record.

Stages of Our Complaints Process

We manage complaints in clear stages to ensure they are handled consistently and fairly, regardless of where you are located within our service area.

Stage 1: Initial Response

Once we receive your complaint, we will acknowledge it as soon as reasonably possible. In our acknowledgement we will confirm that we have received your complaint, outline the next steps in the process, and provide an estimated timescale for our full response.

At this stage, we may contact you to request further information or clarification. Providing prompt and accurate details will help us complete our investigation more quickly.

Stage 2: Investigation

Your complaint will be reviewed by a suitable member of our management team who was not directly involved in the original service wherever possible. The investigation may include:

Reviewing job notes, schedules and any photos or reports from the cleaning visit.

Speaking with the cleaners or supervisors who attended the property.

Assessing any evidence you have provided, such as images or written accounts.

Considering our company policies, safety procedures and training standards.

We aim to complete most investigations within a reasonable timeframe from acknowledging your complaint. If we anticipate a delay, we will inform you and explain the reason.

Stage 3: Outcome and Resolution

Once the investigation is complete, we will contact you with our findings and explain our decision. Where appropriate, we may offer one or more of the following remedies:

A re-clean of all or part of the affected areas.

Corrective work or additional services at a reduced rate or no extra cost.

A partial or full refund, where justified.

An apology and explanation of any changes we will make to prevent a recurrence.

Any remedy offered will be based on the circumstances of the case, the evidence available and our terms and conditions.

If You Are Not Satisfied with the Outcome

If you do not agree with the outcome at the end of Stage 3, you can request that your complaint be reviewed again. In this case, a senior member of our team, who has not been involved in the matter so far, will reassess the complaint, the investigation and the proposed resolution.

They may contact you to clarify details or obtain additional information before providing a final decision. While we cannot guarantee the outcome you are seeking, we will ensure your complaint has been fully and fairly considered.

Timescales and Communication

We aim to work within reasonable timescales for each stage of the process. These may vary depending on the complexity of the matter, the availability of staff for interviews and whether a site visit or further inspection is required.

We will keep you informed of any significant delays and will always aim to communicate in a clear and respectful manner. All correspondence and records relating to your complaint will be stored securely in line with our data protection obligations.

Using Complaints to Improve Our Service

Every complaint is an opportunity for us to review how we work and improve the way we deliver carpet cleaning services. We regularly assess complaint patterns to identify training needs, update procedures or change equipment and products where necessary.

By following this complaints procedure, Carpet Cleaners E1 aims to handle your concerns fairly and transparently, while maintaining the quality and reliability of our services across the area we cover.