Tooting Carpet Cleaning Complaints Procedure
Tooting Carpet Cleaning is committed to providing a reliable, professional and courteous cleaning service. We recognise that, on occasion, things may not go as planned. This complaints procedure explains how you can raise concerns about our services, how we handle those concerns, and what you can expect from us at each stage.
Our Commitment to Handling Complaints
We treat all complaints seriously and use them as an opportunity to put things right and improve our service. When you raise a complaint with Tooting Carpet Cleaning, we aim to:
• Acknowledge your complaint promptly
• Investigate the matter fairly and thoroughly
• Keep you informed of our progress
• Provide a clear response and, where appropriate, a practical resolution
• Learn from the outcome so we can prevent similar issues in future
What Is a Complaint
A complaint is any expression of dissatisfaction about our services, staff, communication, or the way we have handled a previous request. You do not need to use the word “complaint” for us to treat your concern as one. If you are unhappy with carpet, upholstery or rug cleaning, appointment handling, conduct on site, or the way your enquiry has been managed, you can use this procedure.
Raising an Informal Concern
Where possible, we encourage you to raise your concern informally in the first instance. Often, issues can be resolved quickly by speaking directly with the cleaner on site or the office representative who arranged your booking. Please explain clearly what has gone wrong and what you would like us to do to put matters right. If the issue cannot be resolved informally, or you prefer a more formal approach, you may submit a formal complaint.
How to Make a Formal Complaint
If you wish to make a formal complaint to Tooting Carpet Cleaning, please do so in writing. Written complaints help us understand the issue clearly and maintain an accurate record. When making a complaint, please provide the following information:
• Your full name
• The service address and date of the cleaning appointment
• A clear description of what went wrong
• Any relevant photos or information that may help our investigation
• Details of any discussions you have already had with our staff about the matter
• How you would like us to resolve the complaint, if you have a preferred outcome
Time Limits for Making a Complaint
We ask that you raise any concerns about the quality of cleaning or conduct of staff as soon as reasonably possible, and normally within 7 days of the service. This allows us to investigate promptly while details are still fresh and conditions at the property are similar to those at the time of the clean.
Acknowledgement of Your Complaint
Once we receive your formal complaint, we will send you an acknowledgement. In this acknowledgement, we will confirm that we have received your complaint and outline the next steps in the process. We may also request further information or clarification if needed to help us investigate fully.
Our Investigation Process
We will assign your complaint to an appropriate member of the management team who has not been directly involved in the matter in question. As part of the investigation, we may:
• Review appointment records, job notes and checklists
• Speak with the cleaning team or office staff involved
• Consider any photographs or evidence you have supplied
• Where appropriate, arrange a revisit to the property to inspect the areas of concern
We aim to complete our investigation and provide a full response within a reasonable timeframe. If, for any reason, we need more time, we will let you know and explain the reasons for the delay.
Outcome and Resolution
After completing our investigation, we will write to you with our findings and any actions we propose to take. Outcomes may include:
• A clear explanation or apology where we have fallen short of expected standards
• A partial or full re-clean of specific areas
• A goodwill gesture, where appropriate
• Changes to our internal procedures or staff training to prevent recurrence
Our response will set out our decision and the reasons for it. We will always aim to be fair, transparent and proportionate in reaching an outcome.
If You Remain Dissatisfied
If you are not satisfied with the outcome of your complaint, you may request that it be reviewed by a more senior member of the management team. When doing so, please explain why you disagree with our initial response and what further outcome you are seeking. The reviewing manager will consider whether the complaint has been handled fairly and whether the decision remains appropriate.
Unreasonable or Vexatious Complaints
We are committed to treating all customers with respect and courtesy and expect the same in return. We may, in rare cases, limit or end communication regarding a complaint where a customer behaves in an abusive, threatening or persistently unreasonable manner. This does not affect your statutory rights but allows us to protect our staff and maintain a safe working environment.
Data Protection and Confidentiality
All complaints are handled in line with our data protection and privacy commitments. We will only share information connected with your complaint with those who need it to investigate and respond. Complaint records are stored securely and retained for a reasonable period, after which they are deleted or anonymised.
Using Feedback to Improve Our Service
Every complaint and piece of feedback is reviewed to identify any patterns or areas where our carpet and upholstery cleaning services can be improved. This may result in updated processes, enhanced training for staff or changes in the products and methods we use. By telling us about your concerns, you help us maintain and improve service quality for all customers.
Your Rights
Nothing in this complaints procedure is intended to affect your legal rights. You remain entitled to seek independent advice or pursue any remedies available to you under consumer law. We encourage you to work with us through this procedure first so that we have the opportunity to address your concerns directly.
This complaints procedure applies to all services provided by Tooting Carpet Cleaning and may be updated from time to time to reflect changes in our operations or relevant regulations.
