Westminster Carpet Cleaning Complaints Procedure
Westminster Carpet Cleaning is committed to delivering reliable, professional cleaning services and excellent customer care. We recognise that, on occasion, 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 every stage.
Our Commitment to You
We aim to provide a clear, fair, and prompt process for handling complaints about our cleaning services. Every complaint is taken seriously and used as an opportunity to improve our work, staff training, and customer communication.
We will always try to resolve issues informally and as quickly as possible. Where this is not possible, the formal complaints procedure below will apply.
What This Procedure Covers
This procedure applies to complaints about our cleaning services, including carpet cleaning, upholstery cleaning, stain removal, and related customer service matters. It covers issues such as the standard of cleaning, conduct of cleaners, scheduling problems, or how a previous concern was handled.
This procedure does not cover employment disputes, commercial partnerships, or matters that are already the subject of legal proceedings.
Raising an Informal Concern
If you are unhappy with any aspect of our work, we encourage you to raise it as soon as possible so that we can put things right. Wherever possible, please raise the issue with the cleaner on site or with the office team on the same day as the service. Many problems can be resolved quickly through clarification, additional cleaning where appropriate, or a simple correction.
When raising an informal concern, please provide your full name, the service address, the date and time of the cleaning, and a clear description of the issue. Photographic evidence can also be helpful when describing damage, missed areas, or stains that remain after cleaning.
Making a Formal Complaint
If your concern cannot be resolved informally or you prefer to raise it formally, you may submit a written complaint. Setting out your complaint in writing helps ensure that we fully understand the issue and can investigate thoroughly.
When making a formal complaint, please include the following details:
Your full name and service address
The date and approximate time of the service
A clear description of the problem and how it has affected you
Any steps already taken to resolve the issue informally
Any supporting information, such as photographs or notes
How We Handle Your Complaint
Once we receive your complaint, we will follow these stages:
Acknowledgement: We will acknowledge your complaint and confirm that it is being reviewed. Where possible, we will provide the name or role of the person handling your case.
Investigation: We will review your account, any notes from the booking and cleaning, and, where relevant, speak to the staff involved. We may contact you for further information or clarification during this stage.
Response: After the investigation, we will provide a written response setting out our findings, any conclusions we have reached, and what we propose to do to resolve the matter.
Resolution: Where a complaint is upheld, possible outcomes may include further cleaning, a partial refund, a goodwill gesture, staff guidance or training, or changes to our internal processes.
Timescales
We aim to acknowledge all formal complaints within a reasonable period of time. Investigations and full responses will usually be completed within a further reasonable timeframe, depending on the complexity of the case and the availability of any necessary information.
If we are unable to provide a final response within our usual timescales, we will let you know and explain why more time is required, together with an updated target for our reply.
Your Responsibilities When Making a Complaint
To help us deal with your complaint fairly and efficiently, we ask that you:
Raise concerns as soon as reasonably possible after the service
Provide accurate, clear, and complete information
Allow us reasonable access to investigate, which may include revisiting the property or requesting additional information
Treat our staff with courtesy and respect throughout the process
Escalating Your Complaint
If you are not satisfied with the outcome of our investigation, you may ask for your complaint to be reviewed at a higher level within Westminster Carpet Cleaning. When requesting an escalation, please explain which aspects of the decision or outcome you disagree with and why.
We will then arrange for a further review, which may include re-examining the evidence, consulting additional members of the management team, or obtaining further clarification from you or the staff involved. Following this review, we will provide a final written response.
Recording and Using Complaint Information
All complaints are recorded and stored securely in line with our data protection obligations. We use complaint information to identify patterns, improve our cleaning standards, refine staff training, and enhance the overall customer experience across our service area.
Personal data collected during the complaints process is only used for the purpose of handling your complaint and improving our services. We will not share your details unnecessarily or without a lawful basis.
Further Help and Support
We are committed to working with you to reach a fair resolution. If you have any questions about this complaints procedure, or if you need assistance putting your complaint in writing, please let us know so that we can offer appropriate support.
Our aim is always to restore your confidence in Westminster Carpet Cleaning and to ensure that your concerns are treated with respect, transparency, and professionalism.
