Canary Wharf Carpet Cleaners Complaints Procedure

Canary Wharf Carpet Cleaners is committed to providing reliable, professional carpet and upholstery cleaning services to all customers. We recognise, however, that things can occasionally go wrong. When this happens, we want to know about it so that we can put matters right promptly and improve our service. This complaints procedure explains how you can raise a concern, how we will handle it, and what you can expect from us at each stage.

Our Approach To Complaints

We treat every complaint seriously and view feedback as an important part of maintaining high standards across our cleaning services. We aim to resolve issues quickly, fairly and in a way that is transparent for customers. All complaints are handled confidentially and in accordance with relevant laws and professional obligations.

We will always:

Listen carefully to your concerns, seek to understand what has happened from your point of view, investigate the matter thoroughly and objectively, respond within clear timeframes, and use the outcome to improve our practices, staff training and quality checks.

What Counts As A Complaint

A complaint is any expression of dissatisfaction about our services, whether it relates to carpet and upholstery cleaning work, customer service, punctuality, conduct of staff, pricing clarity, or how we have handled a previous issue. You do not have to use the word complaint for us to treat it as one. If you are unhappy with any aspect of our service, we encourage you to let us know.

How To Make A Complaint

You can raise a complaint in the way that is most convenient for you. You may contact us verbally or in writing. If you speak to a member of our cleaning team on site, they will record the details and pass them to the appropriate person for review. If you prefer to put your complaint in writing, please include the following where possible:

Your full name and, if relevant, company name; the address where the cleaning took place; the date and approximate time of the service; a clear description of what went wrong; any photographs or notes that help explain the issue; and what outcome you are seeking, such as a re-clean of an area or a review of charges.

Providing this information will help us understand the situation more quickly and investigate efficiently. However, if you are unable to provide all of these details, we will still log your complaint and follow our process.

Time Limits For Raising Complaints

We ask that you raise any concerns about cleaning quality as soon as reasonably possible after the work has been completed. This allows us to inspect the area in a similar condition and to identify what may have gone wrong. For issues relating to staff conduct or customer service, you may contact us at any time once the incident has occurred. The sooner you contact us, the easier it will be for us to investigate thoroughly.

How We Will Handle Your Complaint

Once we receive your complaint, we will follow a structured process designed to provide a fair and balanced outcome.

Acknowledgement: We will acknowledge your complaint and confirm that it is being reviewed. Where you have contacted us in writing, we will respond using the same method unless you request otherwise.

Initial Review: A member of our management team will review the information you have provided, along with any relevant records such as job sheets, booking notes, and information from the cleaning technicians who attended your property.

Investigation: If necessary, we may contact you to ask for further details or to arrange a convenient time to inspect the affected area. We may also speak with the staff involved to understand the circumstances in more depth.

Response: After completing our investigation, we will provide you with a clear response setting out our findings, any contributing factors we have identified, and what we can do to resolve the issue.

Timeframes For Response

We aim to acknowledge all complaints promptly. We then seek to provide a full response within a reasonable period after receiving the complaint and any supporting information. If the matter is complex or requires a site visit, it may take longer for us to complete our investigation. In such cases, we will keep you informed of progress and let you know when you can expect a final response.

Possible Outcomes And Remedies

Our goal is to reach an outcome that is fair and proportionate to the circumstances. Depending on the nature of the complaint, possible remedies may include:

Offering a re-clean of specific areas of carpet or upholstery; providing guidance on appropriate aftercare where cleaning results have been affected by pre-existing conditions; reviewing and, where appropriate, adjusting charges; offering an apology and explanation; and taking internal actions such as additional training, supervision or changes to procedures.

We will explain the reasons for our decision, including where we are not able to offer a specific remedy requested.

Escalating Your Complaint

If you are unhappy with our initial response, you may ask for your complaint to be reviewed by a senior member of the management team who was not directly involved in the original handling of the matter. They will examine the details of your complaint, the steps already taken, and whether our response was reasonable and in line with this procedure.

Following this review, we will provide you with a final position. We will explain what has been considered, whether any further action will be taken, and the reasons for our conclusion.

Recording And Monitoring Complaints

All complaints are recorded in our internal systems. We monitor the type and frequency of issues raised so that we can identify patterns and areas where improvements may be required. This may include updates to staff training, changes to cleaning procedures, adjustments to appointment scheduling, or improvements in communication with customers before, during and after cleaning work.

Confidentiality And Data Protection

We treat your complaint and any personal information you provide with care. Details are shared only with those who need to know in order to investigate and resolve the matter. Information is stored securely and handled in line with our data protection obligations. We keep complaint records for an appropriate period to help manage quality and to respond to any follow-up queries.

Continuous Improvement

Feedback from customers across our service area is an important part of how we maintain and improve our carpet and upholstery cleaning services. We appreciate the time taken to raise concerns and aim to ensure that every complaint leads to genuine reflection and, where needed, positive change within Canary Wharf Carpet Cleaners.