Acton Carpet Cleaning Complaints Procedure

Acton Carpet Cleaning is committed to providing reliable, high quality cleaning services for homes and businesses. We aim to deliver work that is professional, courteous and consistent on every visit. However, we recognise that from time to time things may not go as planned. This complaints procedure explains how you can raise a concern, how we will respond, and what you can expect from us at each stage.

Our Commitment to You

We take all complaints seriously and use them to improve our services. When you contact us with a concern, our objectives are to listen carefully, respond promptly, treat you fairly, and put things right wherever we reasonably can. We also use complaint information to review our working practices, staff training and quality controls across our carpet, upholstery and general cleaning work.

What Counts as a Complaint

A complaint is any expression of dissatisfaction about our services, staff, communication, pricing, scheduling or the way a previous concern was handled. This may include issues such as the standard of cleaning, damage to property, missed or late appointments, conduct of team members, unclear information about services, or disagreement about charges. You do not need to use the word complaint for us to treat your concern as one.

Raising a Concern Informally

In many cases, we can resolve an issue quickly and informally. If you are unhappy with any aspect of your recent cleaning service, please raise it with the cleaning operative or the coordinator you booked with as soon as possible. Providing clear details about what went wrong, where in the property the issue occurred, and when the work took place helps us respond effectively.

When a concern is raised informally, we will aim to understand the problem, offer an explanation, and where appropriate provide a practical solution such as re-cleaning affected areas or adjusting future work instructions. If you are not satisfied with the informal response, you may choose to make a formal complaint.

Making a Formal Complaint

If your concern cannot be resolved informally, or you prefer a more structured process, you can make a formal complaint. Please set out your complaint clearly and include your full name, the service address, the date of the cleaning service, a description of what went wrong, and what outcome you are seeking. The more detail you provide, the easier it is for us to investigate thoroughly.

We recommend that formal complaints are made as soon as reasonably possible after the issue arises, ideally within a short time of the cleaning visit, while details are still fresh and any evidence can be easily reviewed.

How We Handle Your Complaint

Once we receive a formal complaint, we will acknowledge it within a reasonable timeframe. We will tell you that we have your complaint, and where possible, who will be dealing with it. The complaint will usually be handled by a supervisor, manager, or an appointed representative who was not directly involved in the original work, to ensure fairness and objectivity.

We will investigate the points you have raised, which may involve speaking to the cleaning team, reviewing schedules and job notes, inspecting any available photos or records, and, where appropriate, arranging a visit to view the areas of concern. We may contact you during the investigation if we need further information or clarification.

Timeframes for Response

We aim to provide a full response to complaints within a reasonable period after acknowledging them. If, for any reason, we are unable to complete our investigation within that time, we will inform you of the delay, explain the reason, and let you know when you can expect a final response.

Our final response will set out our understanding of your complaint, the steps we have taken to investigate, our findings, and any proposed resolution or explanation. If we agree that something has gone wrong, we will apologise and explain how we plan to put matters right.

Possible Outcomes and Remedies

Where a complaint is upheld in full or in part, we may offer one or more remedies, depending on the circumstances. These may include re-cleaning specific areas at no additional cost, adjusting future cleaning instructions, offering a partial or full refund where appropriate, providing a credit towards a future service, taking internal action such as additional staff training or supervision, or updating our procedures to prevent similar issues.

Where we do not uphold a complaint, we will explain clearly why, based on the information and evidence available. Even where we are unable to offer the outcome requested, we still use your feedback to review how we deliver services across our cleaning work.

Escalating Your Complaint

If you remain dissatisfied after receiving our final response, you may ask for your complaint to be reviewed by a more senior member of our team, where possible. At this stage, we will re-examine the complaint, the investigation and the outcome, and consider whether any further action is appropriate. We will inform you of the result of this review and whether our decision has changed.

Your Responsibilities When Making a Complaint

We ask that you raise complaints honestly, respectfully and in good faith. Please provide accurate details, keep any relevant evidence such as photographs where safe and practical to do so, and allow us a reasonable opportunity to investigate and respond. Abusive, threatening or discriminatory behaviour towards our staff will not be tolerated and may affect our ability to continue providing services.

Using Complaints to Improve Our Services

Every complaint, whether upheld or not, is valuable to us. We regularly review complaint records to identify patterns, training needs and opportunities to improve how we plan, deliver and monitor our carpet, rug, upholstery and general cleaning services for customers in our service area. By following this procedure, we aim to deal with concerns in a clear, fair and timely way, and to maintain the standards you expect from Acton Carpet Cleaning.