Complaints Procedure for Earls Court Carpet Cleaners
Earls Court Carpet Cleaners is committed to providing reliable, professional carpet and upholstery cleaning services. We recognise that, on occasion, our service may not fully meet expectations. This Complaints Procedure explains how you can raise a concern with us, what you can expect once a complaint is received, and how we work towards a fair and timely resolution.
Purpose and Scope of This Complaints Procedure
This procedure applies to all customers who use the services of Earls Court Carpet Cleaners, including carpet cleaning, rug cleaning, upholstery cleaning, mattress cleaning, stain removal, end of tenancy cleaning and related services. It covers complaints about the standard of work, staff conduct, service reliability, scheduling issues, and any aspect of the customer experience directly related to our services.
The purpose of this procedure is to ensure that all complaints are handled consistently, transparently and within reasonable timescales, and that we learn from feedback to improve our services across our operating area.
What We Class as a Complaint
A complaint is any expression of dissatisfaction, whether verbal or written, where a customer believes that:
The work carried out was not completed to the standard reasonably expected of a professional cleaning company.
The agreed service was not delivered as described in the booking confirmation.
Our staff acted in an unprofessional, discourteous or unsafe manner while on site.
There was damage, loss or disruption linked to the cleaning service provided.
There was a significant delay, lack of communication or missed appointment without explanation.
Queries, requests for information or minor issues that can be resolved immediately may not be treated as formal complaints unless you specifically ask for them to be handled under this procedure.
How to Make a Complaint
You can raise a complaint in the way that is most convenient for you. You may contact us in writing or by speaking to a member of our team. When submitting your complaint, please provide as much detail as possible, including:
Your full name and the address where the service was carried out.
The date and approximate time of the service.
A clear description of the issue, including any areas or items affected.
Any relevant photographs, if the complaint relates to visible results or damage.
Details of any discussions you have already had with our staff about the issue.
Providing detailed information helps us to investigate your complaint accurately and respond more quickly.
Initial Acknowledgement
Once your complaint is received, we will acknowledge it within a reasonable timeframe. Where possible, we will acknowledge verbal complaints immediately when you speak to us. Written complaints will be acknowledged as soon as reasonably practicable.
In our acknowledgement, we will confirm that your complaint has been logged, outline the next steps in the investigation, and indicate the timescale within which you can expect a further response.
Investigation Process
All complaints are investigated by a member of our management team who was not directly involved in the original service wherever practicable. The investigation may include:
Reviewing your booking details, service notes and any relevant communications.
Speaking to the cleaning technicians who attended your property.
Assessing any photographs, videos or other evidence provided.
Arranging a follow-up visit to inspect the work, if appropriate and agreed with you.
We aim to complete investigations within a reasonable time. If the matter is complex or requires further information, we will keep you informed of any delay and provide an updated timescale.
Our Response and Proposed Resolution
Once we have completed our investigation, we will explain our findings and any conclusions we have reached. Where we find that our service has fallen below the standards we aim to provide, we may offer one or more of the following, depending on the circumstances:
A re-clean of the affected areas at no additional cost to you.
Practical advice on aftercare or follow-up treatment where this may resolve the issue.
A partial or full refund, where appropriate and proportionate.
A gesture of goodwill, where suitable, even if we are not strictly at fault.
If we conclude that the service was carried out in line with reasonable professional standards and industry practice, we will explain the reasons for this and, where helpful, provide guidance on what can realistically be achieved with different types of carpets, fabrics and stains.
Time Limits for Submitting Complaints
To help us investigate effectively, we ask that you raise any concerns as soon as possible after the service has taken place. Complaints about the quality of cleaning should normally be made within a short period of the work being completed, so that the condition of carpets, rugs or upholstery can still be accurately assessed.
Reports of damage or breakages should be made as soon as they are discovered. Delay in reporting may make it more difficult for us to identify the cause and to offer an appropriate remedy.
Escalating a Complaint
If you are not satisfied with the outcome of your complaint at the first stage, you may ask for it to be reviewed by a senior manager. When requesting an escalation, please explain why you remain dissatisfied and what outcome you are seeking.
The senior manager will review the original investigation, any new information you provide, and may contact you directly to discuss the matter. Following this review, we will provide a final response outlining our position and any further steps we are willing to take.
Our Commitment to Fairness and Improvement
Earls Court Carpet Cleaners treats every complaint seriously and uses feedback to improve training, procedures and the way we deliver carpet and upholstery cleaning services across our service area. We seek to resolve issues in a fair, reasonable and courteous manner, with respect for both customers and staff.
By following this Complaints Procedure, we aim to ensure that any concerns are addressed promptly and transparently, and that our customers feel confident in raising issues with us whenever our service does not meet their expectations.
