Complaints Procedure for Carpet Cleaning Bromley Customers

This complaints procedure explains how you can raise a concern about our carpet, upholstery or other cleaning services and how we will handle your complaint from start to finish. Our aim is to resolve issues fairly, transparently and as quickly as possible while learning from feedback to continually improve our service in the Bromley area and surrounding districts.

Our Commitment to You

We are committed to providing a reliable, professional and courteous cleaning service on every visit. If something goes wrong, we want to know about it so we can investigate, put things right where possible and prevent similar issues from happening again. All complaints are taken seriously and are treated with respect and confidentiality.

What This Procedure Covers

This complaints procedure applies to all domestic and commercial customers using our carpet, rug, upholstery and general cleaning services. It covers concerns about the quality of the work carried out, the conduct of our staff or contractors, adherence to agreed appointments or service details, and how we communicate with you before, during and after a booking.

This procedure does not cover matters that are already the subject of legal proceedings or insurance claims initiated by you or by us. In such cases, we may be required to follow separate legal or insurance protocols.

How to Make a Complaint

You can make a complaint using any of the following methods:

In writing: You may write to us, providing your name, contact details, property address, the date of the service and a clear description of the issue. Please include any relevant evidence, such as photographs, written notes or invoices that will help us understand what has happened.

Verbally: You may raise your complaint by speaking with a member of our team. If you make a verbal complaint, we will make a written record of the details you provide so that we can investigate it properly. We may ask you to confirm certain details to ensure accuracy.

When submitting a complaint, please give us as much information as possible, including the date and time of the service, the name of the operative if known, and what outcome you are seeking, such as a re-clean of an affected area or another form of resolution.

Timescales for Raising a Complaint

To allow us to investigate effectively, we ask that you raise any concerns as soon as reasonably possible after the service has taken place. Wherever practical, complaints relating to service quality should be made within 7 days of the cleaning visit. Complaints made outside of this period may be more difficult to investigate fully, but we will still review them and respond as fairly as we can.

How We Handle Your Complaint

Once we receive your complaint, we will follow a structured process to ensure it is reviewed consistently and fairly.

Step one: Acknowledgement. We will acknowledge your complaint and confirm that it has been received. Where possible, we will provide an estimated timeframe for our investigation and response.

Step two: Investigation. A member of our management or customer care team will review your account, booking details, job notes, and any relevant photographs or evidence. We may contact you for additional information or clarification and may also speak with the staff member or contractor who provided the service at your property.

Step three: Site visit if required. In some cases, we may suggest a return visit to inspect the areas of concern. This allows us to assess the condition of the carpets or upholstery in person and determine whether the issue relates to our work, to pre-existing damage, to wear and tear, or to material limitations.

Step four: Outcome and response. Once the investigation is complete, we will contact you with our findings and our proposed resolution. This may include a re-clean of affected areas, a partial refund, guidance on maintenance or stain treatment, or an explanation where we conclude that the issue could not reasonably have been prevented or improved by our service.

Response Times

We aim to respond to all complaints within a reasonable timeframe. In most cases, we will provide an initial response within 3 to 5 working days. More complex complaints, or those requiring a site visit or liaison with third parties such as product suppliers or insurers, may take longer to resolve. Where an extended investigation is needed, we will keep you informed of progress.

Possible Resolutions

Our primary aim is to restore your confidence in our cleaning services and to reach a fair and practical outcome. Depending on the circumstances, resolutions may include one or more of the following:

A complimentary or reduced-cost re-clean of the area in question where we believe this is appropriate and likely to be effective.

A partial or, in rare cases, full refund if we accept that the service provided fell significantly below the standard that could reasonably be expected.

Advice on suitable aftercare for carpets, rugs or upholstery and recommendations for any further specialist treatment where necessary.

A clear explanation of our findings where we conclude that the issue was caused by factors outside our control, such as long-term staining, fibre damage, colour loss due to previous treatments, wear and tear, or manufacturer limitations on certain fabrics or dyes.

Escalating Your Complaint

If you are not satisfied with the outcome of your complaint at the first stage, you can ask for your case to be reviewed by a senior member of our team. They will re-examine the investigation, any evidence supplied, and the proposed resolution. The reviewing manager may uphold the original decision, offer an alternative solution, or provide further explanation.

Your Responsibilities

To help us handle your complaint fairly and efficiently, we ask that you provide accurate information, respond to our requests for further details, and allow reasonable access to your property if a site visit is needed. We also ask that all communication remains respectful and constructive so that we can work together towards a satisfactory outcome.

Continuous Improvement

We review complaints regularly to identify any patterns, training needs or changes required to our working practices, booking process or customer communication. This helps us to improve our services for all customers in Bromley and the surrounding areas and to maintain high standards of professional cleaning and customer care.

By using our services, you agree that any concerns or complaints will be handled in line with this procedure. We reserve the right to update this complaints procedure from time to time to reflect changes in our operations or applicable guidance.