Complaints Procedure

Complaints Procedure for Carpet Cleaning Surrey Customers

Carpet Cleaning Surrey is committed to delivering a high standard of service on every visit. We recognise that, on occasion, customers may feel that these standards have not been met. This Complaints Procedure explains how you can raise a concern, how we will respond, and the steps we will take to reach a fair resolution.

Our Commitment to You

We aim to provide professional carpet and upholstery cleaning with clear communication, reliable appointments, and respectful conduct in your home or business premises. When something goes wrong, we will treat your complaint seriously, handle it with sensitivity, and use the feedback to improve our services across the local area.

All complaints are handled confidentially and without discrimination. Raising a complaint will never affect your right to receive future cleaning services from us.

What This Procedure Covers

This complaints procedure covers concerns relating to:

Quality of carpet, rug, upholstery or related cleaning work; conduct, behaviour or professionalism of our technicians; adherence to agreed appointment times, access, and onsite communication; safety, care and respect for your property while we are on site; accuracy of quotations and clarity of pricing information.

If your concern relates to something not listed above but connected to our cleaning services, you can still use this procedure.

Raising a Complaint Informally

In many cases, issues can be resolved quickly and informally. If you experience a problem during or immediately after your carpet cleaning appointment, please raise it with the technician on site if you feel comfortable doing so. They may be able to correct the issue straight away, such as re-cleaning an area, addressing a missed spot, or explaining limitations of the cleaning process.

If the technician is unable to resolve the matter to your satisfaction at the time, or if you prefer not to discuss it in person, you may move directly to the formal complaints process set out below.

Making a Formal Complaint

To ensure we fully understand your concern, we ask that formal complaints are made in writing. This allows us to keep a clear record of what has happened and how we have responded. When making a complaint, please include:

Your full name and the address where the service was carried out; the date of the cleaning appointment; a description of what went wrong, including any relevant times or details; what outcome you are seeking, for example an explanation, a remedy, or corrective work.

You are encouraged to submit your complaint as soon as reasonably possible and ideally within a short time of the service date. This helps us investigate effectively and, where appropriate, inspect the property while the issue is still visible.

How We Handle Your Complaint

Once we receive your written complaint, we will register it in our internal system and begin our investigation. Our complaints handling process normally follows these stages:

Acknowledgement: We will acknowledge your complaint within a reasonable timeframe and confirm that it is being reviewed.

Investigation: We will gather information from all relevant parties. This may include the technician who attended, any office staff involved in booking and quotations, and, where needed, an inspection of the work completed.

Assessment: We will consider whether our service matched what was agreed, whether our procedures were followed, and whether the issue could have been prevented.

Outcome: We will provide you with a clear response outlining our findings and any steps we propose to take.

Timescales for Response

We aim to resolve complaints as promptly as possible. While the exact timescale may vary depending on the complexity of the issue, we will always seek to keep you informed. Where we need additional time to investigate, for example to revisit the property or consult with technicians, we will let you know and explain the reason for any delay.

Possible Outcomes and Remedies

Following our investigation, potential outcomes may include:

A clear explanation or clarification where there has been a misunderstanding of the cleaning process, expected results, or limitations; corrective action, such as re-cleaning an area or carrying out additional work where appropriate; a goodwill gesture where we consider it reasonable in the circumstances; a formal apology and confirmation of any changes we will make to our procedures or staff training.

Any remedy offered will be proportionate to the issue identified and in line with our terms and conditions.

If You Remain Dissatisfied

If you are not satisfied with the outcome of your complaint, you may contact us again to explain why you remain unhappy. We will arrange for your concerns to be reviewed, which may include a further assessment of the work carried out and the way your complaint was handled.

While we cannot guarantee that our final decision will always match your preferred outcome, we are committed to handling all complaints fairly and with an open mind.

Using Complaints to Improve Our Service

Every complaint provides an opportunity for us to review and refine how we operate. We regularly assess complaint patterns to identify areas for improvement in our carpet and upholstery cleaning services, technician training, communication, and appointment management across our service area.

By following this procedure, you help us maintain high standards of cleaning and customer care, and support our efforts to deliver a reliable, professional service to households and businesses.

Confidentiality and Data Protection

All complaints are treated in confidence. Information you provide will only be shared with those who need it to investigate and resolve your complaint. We handle all personal information in line with applicable data protection requirements and retain complaint records only for as long as necessary for legal, operational and quality control purposes.

If you have any questions about this Complaints Procedure or how it applies to your situation, please contact us and we will be happy to explain the process in more detail.