Brompton Carpet Cleaning Complaints Procedure

At Brompton Carpet Cleaning, we are committed to providing reliable, high quality carpet, upholstery and floor cleaning services. We recognise that, on occasion, things may not go as planned. When this happens, we want to hear from you so we can put matters right promptly and improve our services for future customers.

This complaints procedure explains how you can raise a concern, how we will handle your complaint, the timescales you can expect, and what you can do if you remain dissatisfied with our response.

Our Commitment to You

We take all complaints seriously and aim to deal with them in a fair, transparent and timely manner. Our objectives when handling a complaint are to:

• Listen carefully and understand what has gone wrong from your perspective.
• Investigate the issue thoroughly and objectively.
• Communicate clearly and courteously throughout the process.
• Offer an appropriate explanation, apology where warranted, and a suitable remedy.
• Use your feedback to improve our services, training and processes.

What Counts as a Complaint

A complaint is any expression of dissatisfaction, whether written or verbal, about the standard or delivery of our carpet, upholstery or associated cleaning services, our staff conduct, our communication, or any aspect of how we have carried out work at your property or premises.

You do not have to use specific words or formal language. If you tell us that you are unhappy with something we have done or not done, we will treat that as a complaint and follow this procedure.

How to Make a Complaint

You can raise a complaint by contacting us using your preferred method, for example in writing, over the phone, or in person with a member of our team. Please provide as much detail as possible so we can investigate effectively. Helpful information includes:

• Your full name and the address where the work was carried out.
• The date of the cleaning service and, if known, the name of the operative or team.
• A clear description of what went wrong and how this has affected you.
• Any steps already taken to resolve the issue.
• Your preferred outcome or what you would like us to do to put things right.

If you raise a concern directly with the cleaning operative on the day of service, they will do their best to resolve it immediately. If it cannot be resolved on site, they will refer the matter to a senior member of our team who will handle it under this complaints procedure.

Stage One: Initial Review and Acknowledgement

Once we receive your complaint, we will record the details and pass it to the appropriate person for review. We aim to acknowledge your complaint within a reasonable timeframe, normally within a few working days, confirming that we have received it and explaining the next steps.

If we need further information or clarification, we may contact you at this stage to ensure we fully understand your concerns before we begin our investigation.

Stage Two: Investigation

A manager or designated senior team member will investigate your complaint objectively. This may include:

• Reviewing the booking details and job notes for the cleaning service.
• Speaking to the operative or team who attended your property.
• Considering any photographs, reports or other evidence available.
• Assessing whether the work carried out met our internal standards and agreed scope.

We aim to complete this investigation within a fair and practical timescale, depending on the complexity of the issue. If we anticipate any delay, we will let you know and keep you updated on progress.

Stage Three: Outcome and Resolution

Once our investigation is complete, we will contact you with our findings and proposed resolution. Wherever possible, we will provide:

• A clear explanation of what we found and whether we agree that service fell below our usual standards.
• An apology where our service did not meet expectations.
• Details of any remedial action we propose to take.

Depending on the circumstances, possible resolutions may include, but are not limited to:

• Returning to your property to re-clean affected areas.
• Providing guidance on aftercare where this may resolve the issue.
• Offering a partial or full refund where appropriate.
• Taking internal action such as additional staff training or process changes.

Our goal is always to reach a fair and reasonable outcome that reflects the nature of the complaint and any inconvenience caused.

If You Remain Dissatisfied

If, after receiving our response, you feel that your complaint has not been handled fairly or fully, you may request that it is reviewed by a more senior member of our management team. In doing so, please explain why you remain dissatisfied and what further action you would like us to consider.

The senior reviewer will look again at the original complaint, the investigation carried out, the evidence available and the outcome that was offered. They may contact you for additional information before reaching a final decision.

Timescales and Limitations

We encourage customers to raise concerns as soon as possible after the cleaning service has taken place. This helps us to investigate while details are still fresh and, where relevant, while we can still inspect the areas that were cleaned.

Some issues, such as wear, historic staining, or damage not related to our work, may not be capable of remedy. We will always be honest about what is and is not achievable, based on the condition of your carpets, rugs, upholstery or flooring at the time of service.

Using Complaints to Improve Our Services

Every complaint is an opportunity for us to learn. We regularly review complaints and feedback to identify patterns, update our training, refine our cleaning methods and improve communication with customers. This helps ensure that the quality of our carpet and upholstery cleaning remains consistent across the areas we serve.

Confidentiality and Data Protection

All complaints are handled in confidence. Information you provide will only be shared with team members who need it to investigate and resolve your complaint, or where we are legally required to disclose it. We retain records of complaints in line with our data protection responsibilities and use them solely for purposes connected with service quality and improvement.

Contacting Us About a Complaint

If you have any concerns about work carried out by Brompton Carpet Cleaning, please contact us and let us know. We welcome the opportunity to address issues quickly and professionally, and we appreciate the feedback that helps us maintain and improve the standard of our cleaning services.