Nunhead Carpet Cleaners Complaints Procedure
Nunhead Carpet Cleaners is committed to providing a reliable, professional carpet, rug and upholstery cleaning service. We recognise that, on occasion, customers may feel that something has not gone as expected. This Complaints Procedure explains how you can raise a concern, how we will respond, and what you can expect from us throughout the process.
1. Purpose of this procedure
The purpose of this Complaints Procedure is to set out a clear, fair and transparent process for handling complaints from domestic and commercial customers using our cleaning services. Our aims are to:
Respond to complaints promptly and courteously.
Investigate concerns in a thorough and impartial way.
Provide clear explanations and, where appropriate, practical resolutions.
Use feedback to continually improve our cleaning services and customer care.
2. What is a complaint
A complaint is any expression of dissatisfaction, whether justified or not, about any aspect of our cleaning services or interactions with our team. This may include, for example:
Concerns about the quality or outcome of carpet, rug or upholstery cleaning.
Issues with punctuality, conduct or behaviour of our cleaning technicians.
Concerns about the condition in which your property was left after a visit.
Disputes about quotations, invoices, or agreed work.
Any perceived failure to meet our agreed standards or service commitments.
3. How to make a complaint
We encourage customers to raise any concerns as soon as possible after the issue arises so that we can respond quickly and effectively. You can make a complaint by contacting us through our usual communication channels and providing the following details:
Your full name and the address where the cleaning took place.
The date and approximate time of the service.
A clear description of what went wrong or why you are dissatisfied.
Any supporting information you feel is relevant, such as photographs, notes or invoice numbers.
Please clearly state that you wish to make a complaint so that we can handle your concerns under this procedure.
4. Time limits for raising a complaint
To help us investigate effectively, we ask that complaints relating to completed cleaning work are raised within a reasonable time, preferably within 14 days of the service date. Complaints reported later than this may be more difficult to investigate thoroughly, particularly where carpets or furnishings have been further used, cleaned or altered since our visit. However, we will always do our best to review any concern raised in good faith, even if it is outside this timescale.
5. Our approach to handling complaints
When we receive your complaint, we will handle it in line with the following principles:
Fairness: Your complaint will be considered objectively, without bias, and with respect for all parties involved.
Confidentiality: Information about your complaint will be shared only with those who need it to investigate and respond.
Speed: We aim to resolve most complaints quickly, often at the first point of contact, wherever possible.
Communication: We will keep you informed about what is happening and explain our findings and decisions clearly.
6. Stages of the complaints process
Stage 1 – Initial review and acknowledgement
Upon receiving your complaint, we will log the details and, where appropriate, acknowledge receipt. We may contact you to clarify any points and to ensure we fully understand your concerns and the outcome you are seeking.
Stage 2 – Investigation
A member of our management team will review the details, which may include:
Discussing the matter with the cleaning technicians who attended your property.
Reviewing relevant records, such as job notes, booking details and any pre-existing condition reports.
Where appropriate and practical, arranging a visit to inspect the affected carpets, rugs, upholstery or areas of your property.
Stage 3 – Response and outcome
After the investigation, we will provide you with a clear reply, explaining:
Our understanding of your complaint.
What we have found as a result of our investigation.
Any conclusions we have reached.
Any actions we propose to take to put things right or prevent similar issues in future.
Where an error or shortcoming in our service is identified, possible remedies may include a re-clean of affected areas, a partial or full refund where appropriate, or another practical solution agreed with you. Any remedy will take into account the specific circumstances, the condition of the items cleaned, and the extent to which the problem is within our control.
7. Escalation of your complaint
If you are not satisfied with the outcome of the initial investigation, you may ask for your complaint to be reviewed again. In this case, where possible, the review will be carried out by a different member of management who was not directly involved in the original investigation.
During this stage, we will:
Reconsider the information already provided.
Review how the first investigation was conducted.
Look at any new information or evidence you wish to submit.
After this review, we will write to you with our final position on your complaint and our reasons. At this point, we will normally consider the matter closed, unless you present new, material information that could not reasonably have been provided earlier.
8. Our expectations of customers during the process
We ask that customers raising a complaint treat our team with courtesy and allow a reasonable time for us to investigate. Abuse, harassment or threatening behaviour towards any member of staff will not be accepted and may result in us limiting or withdrawing communication, except where necessary to fulfil our legal obligations.
9. Use of complaints to improve our service
All complaints and outcomes are monitored so that we can identify patterns or recurring issues. We use this information to review our training, cleaning methods, equipment, customer communication and overall service standards across the areas we serve. Our objective is not only to resolve individual complaints fairly but also to reduce the likelihood of similar concerns arising in future.
10. Policy review
This Complaints Procedure is reviewed periodically to ensure it remains clear, effective and appropriate for the cleaning services we provide. We may update or amend it from time to time. The version available from Nunhead Carpet Cleaners at the time of your complaint will apply to the handling of that specific matter.
If you have any questions about this procedure or how it applies to your situation, you can contact us using our normal customer contact details and request further information about our complaints process.
