Complaints Procedure
Shoreditch Carpet Cleaning Complaints Procedure
Shoreditch Carpet Cleaning is committed to delivering reliable and professional carpet and upholstery cleaning services. We understand that, on occasion, things may not go as planned. This complaints procedure explains how you can raise concerns, how we will handle your complaint, and the steps we take to put things right wherever possible.
Purpose of This Complaints Procedure
The purpose of this procedure is to provide a clear, fair and consistent process for dealing with complaints about our services. It applies to all domestic and commercial customers who have used Shoreditch Carpet Cleaning for carpet cleaning, upholstery cleaning, rug cleaning or related services within our service area.
We use feedback and complaints to improve our work, training and service standards. All complaints are treated seriously and handled with respect and professionalism.
What Counts as a Complaint
A complaint is any expression of dissatisfaction about our services or the way they were delivered, whether you consider the issue to be minor or significant. This may include concerns about:
Quality or effectiveness of cleaning work carried out
Conduct, attitude or behaviour of a member of staff or subcontractor
Damage or suspected damage to property or furnishings
Timeliness, punctuality or reliability of appointments
Communication before, during or after the service
Billing, pricing, or clarity of quotations
If you are unsure whether your concern is a complaint, you are encouraged to raise it with us and we will treat it in line with this procedure where appropriate.
How to Raise a Complaint
You can raise a complaint verbally or in writing. While we will accept verbal complaints, we recommend putting your complaint in writing so that we can record the details accurately and respond more effectively.
When submitting a complaint, please provide the following information wherever possible:
Your full name and the address where the service was carried out
The date and approximate time of the service
A clear description of the issue and what went wrong
Any relevant photographs or supporting information relating to the complaint
Details of any conversations already held with our staff about the issue
How you would ideally like the matter to be resolved
The more detail you can provide, the easier it will be for us to investigate thoroughly and reach a fair outcome.
Time Limits for Making a Complaint
We ask that complaints are raised as soon as reasonably possible after the service has taken place. For concerns about workmanship, visible results or potential damage, you should inform us within a reasonable time of noticing the issue so that we can inspect the work while it is still possible to assess it properly.
Complaints made a long time after the service may be more difficult to investigate, and this can affect the options available for resolution. However, we will always review any complaint you raise and explain clearly what we can and cannot do in each case.
Our Complaints Handling Process
Once we receive your complaint, we follow a structured process to ensure it is handled fairly and efficiently.
1. Acknowledgement
We will acknowledge your complaint as soon as reasonably practical. Where your complaint is made in writing, we will confirm that it has been received and provide an indication of the next steps.
2. Initial Review
We will review the details of your complaint, including any photographs or supporting evidence you have provided. Where necessary, we may contact you to clarify certain points or request further information.
3. Investigation
We will investigate the complaint impartially. This may include speaking to the cleaning technician who attended your property, reviewing job notes or checklists, and, where appropriate, arranging a visit to inspect the work or affected areas in person.
4. Decision and Response
Following the investigation, we will explain our findings and proposed outcome. Where we agree that our service has fallen below our standards, we will aim to offer a fair resolution. This may include a rectification visit, a partial or full refund, or other appropriate measures depending on the circumstances.
5. Follow-Up
If you accept the proposed resolution, we will complete any agreed actions within a reasonable timeframe. We may also ask for your feedback on how the complaint was handled so that we can continue to improve our processes.
Timeframe for Responses
We aim to provide an initial response to your complaint within a reasonable period. More complex complaints that require site visits, technical assessment or liaison with third parties may take longer to investigate. In these cases, we will keep you updated on progress and provide an estimated timeframe for a final response.
Escalating Your Complaint
If you are not satisfied with the outcome or the way your complaint has been handled, you may request that it is reviewed by a more senior member of the Shoreditch Carpet Cleaning team. When asking for an escalation, please set out why you are unhappy with the initial response and what outcome you are seeking.
The senior review will consider all available information, including any new details you provide, and will issue a final position on behalf of the company.
Our Commitment to Fairness and Improvement
We handle all complaints in good faith, with respect and without discrimination. Your statutory rights are not affected by this complaints procedure. We regularly review complaints and feedback to help improve staff training, cleaning methods, communication and customer care across our service area.
By setting out this clear complaints procedure, Shoreditch Carpet Cleaning aims to give all customers confidence that any concerns will be heard, investigated and addressed in a professional and transparent manner.
