Rotherhithe Carpet Cleaners Complaints Procedure

Rotherhithe Carpet Cleaners is committed to providing reliable and professional carpet and upholstery cleaning services. We aim to deliver a consistently high standard of work in homes, offices and commercial premises across our service areas. If you feel we have fallen short of your expectations, this complaints procedure explains how to raise a concern and how we will respond.

Our Commitment To You

We take all complaints seriously and treat them as an opportunity to review and improve our services. Every complaint is handled fairly, promptly and in a respectful manner. We will always aim to resolve issues as quickly as possible, keeping you informed at each stage.

Scope Of This Complaints Procedure

This procedure applies to complaints about our cleaning services, staff conduct, appointment management, and any aspect of our work carried out at your home or business. It covers both one-off and regular cleaning visits and applies to residential and commercial customers within our operating locations.

This procedure does not cover matters that are better dealt with through emergency services, insurance providers, or building management, such as structural damage not caused by our work, pre-existing issues, or problems outside the reasonable control of our cleaners.

Before Making A Formal Complaint

If something has gone wrong, we encourage you to raise it with us as soon as possible, ideally within 24 to 48 hours of the cleaning visit. Many issues can be resolved quickly and informally by speaking with our office team or, where appropriate, directly with the supervisor responsible for your booking. Providing clear details and any supporting evidence at this early stage helps us put things right efficiently.

How To Make A Complaint

If your concern is not resolved informally or you prefer a more formal approach, you can make a complaint by contacting our office team. Please clearly mark your communication as a complaint so that it can be directed to the appropriate person.

When submitting a complaint, please include the following information where possible:

Your full name and address where the service was provided.

The date and approximate time of the cleaning appointment.

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

Names of any staff members involved, if known.

Any photographs or other evidence that may help us understand the issue.

Your preferred outcome, such as a re-clean of specific areas, an explanation, or other resolution.

Time Limits For Complaints

We recommend that complaints are made as soon as possible after the issue arises, and usually no later than seven days from the date of the service. This enables us to investigate while details are fresh and while we still have accurate records of the visit.

Acknowledgement Of Your Complaint

Once we receive your complaint, we will acknowledge it within a reasonable time. In this acknowledgement, we will confirm that your complaint has been logged, provide a reference if we use one, and indicate the next steps in the process.

Investigation Process

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

Checking appointment notes, job sheets and internal records.

Speaking with the cleaning technician or team who carried out the work.

Reviewing any photographs or evidence you have provided.

Arranging a follow-up visit to inspect the areas of concern, where appropriate and agreed.

Considering whether our policies, training, or procedures were properly followed.

We aim to complete our investigation within a reasonable timeframe. If the issue is complex or requires more time, we will let you know and provide an updated timescale.

Outcome And Resolution

Once the investigation is complete, we will contact you with our findings and proposed resolution. Depending on the circumstances, this may include one or more of the following:

An explanation of what happened and why.

A sincere apology where we have fallen short of our standards.

A re-clean of specific areas at no additional cost where appropriate.

A partial or full refund where this is justified by the circumstances.

Steps we are taking to prevent similar issues in future, such as additional training or process changes.

We will aim to agree a solution with you that is reasonable and proportionate to the problem identified.

If You Are Not Satisfied With The Outcome

If you are not satisfied with the outcome of your complaint, you may ask for your case to be reviewed by a more senior member of our team. During this review, we will reconsider the evidence, any new information you provide, and the steps already taken. We will then confirm whether the original decision is upheld or whether an alternative resolution is offered.

Fair Treatment Of Staff And Customers

We are committed to treating both customers and staff fairly and with respect. We will not tolerate abusive, threatening or discriminatory behaviour towards our staff during the complaints process. Equally, we expect our staff to act professionally, courteously and without discrimination at all times.

Confidentiality And Data Protection

All complaints are handled confidentially. Information you provide will only be shared with those who need it to investigate and resolve the issue. We keep records of complaints and outcomes in line with our data protection responsibilities. These records help us identify trends and improve our carpet and upholstery cleaning services across our service areas.

Using Complaints To Improve Our Service

We regularly review complaints to identify patterns and areas for improvement. This may include updating staff training, refining our cleaning methods, or amending appointment procedures. By raising your concerns, you are helping us maintain high standards for customers who rely on regular and one-off cleaning visits.

Changes To This Complaints Procedure

We may update this complaints procedure from time to time to reflect changes in our services, customer expectations or applicable regulations. Any updated version will apply to complaints raised after the date of publication.

Rotherhithe Carpet Cleaners appreciates your feedback and the opportunity to resolve any concerns regarding our work in your home or business premises.