Carpet Cleaning Marylebone Complaints Procedure

Carpet Cleaning Marylebone is committed to providing a reliable and professional cleaning service for homes and businesses. We recognise that, on occasion, customers may feel that our service has not met their expectations. This Complaints Procedure explains how you can raise a concern, how we will respond, and the steps we take to put things right where possible.

Our Commitment to Handling Complaints

We treat all complaints seriously and use them as an opportunity to improve our carpet, rug, upholstery, and related cleaning services. Our aims are to acknowledge your concerns promptly, deal with them fairly and consistently, and keep you informed throughout the process.

We will always handle your complaint confidentially and with respect. We will not discriminate against any customer who chooses to raise a concern about our services.

What This Complaints Procedure Covers

This procedure applies to complaints related to any service delivered by Carpet Cleaning Marylebone, including but not limited to domestic carpet cleaning, commercial carpet cleaning, upholstery cleaning, rug cleaning, stain removal, and end of tenancy cleaning. It covers concerns about service quality, conduct of cleaning staff, damage or potential damage to property, missed or delayed appointments, and administrative or booking errors.

This procedure does not cover general enquiries, requests for quotations, or issues arising from circumstances beyond our reasonable control, such as access restrictions or safety concerns at the property.

How to Raise a Complaint

If you are dissatisfied with any aspect of our service, we encourage you to raise the issue as soon as possible so that we can respond quickly. You can make a complaint verbally or in writing. When raising a complaint, please provide the following information:

The date and approximate time of the cleaning service, the property address where the service took place, a clear description of what went wrong or did not meet your expectations, any specific areas or items of concern, and any photographs or supporting information that may help us understand the issue. Providing detailed information at the outset helps us investigate your complaint thoroughly and efficiently.

Initial Response and Timeframes

Once we receive your complaint, we will log it and begin an initial review. We will normally acknowledge your complaint within three working days. This acknowledgement will confirm that we have received your complaint and outline the next steps in our investigation.

We aim to provide a full written or verbal response within ten working days of acknowledging your complaint. If we require additional time, for example to arrange an inspection of the property or to obtain further information, we will inform you of the reason for the delay and provide an updated timeframe.

How We Investigate Complaints

Our investigation process is designed to be fair, objective, and thorough. Depending on the nature of the complaint, we may review booking records and service notes, speak to the cleaning operatives or supervisors who attended your property, request additional information or photographs from you, and where appropriate, arrange a visit to inspect the affected areas or items in person.

We will consider any relevant industry guidelines and our own internal quality standards when assessing the complaint. Our goal is to understand what happened, determine whether our service fell short of our standards, and identify appropriate remedial action.

Outcomes and Remedies

Following the investigation, we will explain our findings to you clearly and respectfully. Where we accept that our service did not meet the agreed standard, we will offer an appropriate remedy. This may include, where reasonable and practical, a re-clean of specific areas, a partial or full refund, or another form of resolution that is fair in the circumstances.

If we conclude that our team has acted with reasonable care and skill and that the issue arose due to factors outside our control, we will explain our reasoning in full. Even where a formal remedy is not appropriate, we may still offer guidance or support to help you address any remaining issues.

Escalating Your Complaint

If you are not satisfied with the outcome of your complaint or the way it has been handled, you may request that your complaint be reviewed at a higher level within Carpet Cleaning Marylebone. In your escalation request, please state why you are dissatisfied with the initial response and what outcome you are seeking.

A different senior member of our team will review the complaint, the investigation, and the initial decision. We will aim to provide a further response within ten working days of receiving your request for escalation. This review will be our final internal stage of the complaints process.

Your Responsibilities as a Customer

To help us resolve complaints quickly and fairly, we ask that you provide accurate and complete information, notify us of any issues as soon as reasonably possible after the service, allow us access to the property if an inspection or re-clean is required, and treat our staff with courtesy at all times.

In cases involving possible damage, we ask that you do not attempt repairs or replacement before we have had the opportunity to inspect and assess the issue, as this may affect our ability to investigate and may limit the options available for resolution.

Using Complaints to Improve Our Services

Every complaint received by Carpet Cleaning Marylebone is recorded and reviewed periodically to identify patterns and areas where our cleaning services, training, or procedures can be improved. Feedback from customers helps us refine our methods, strengthen staff training, and maintain high standards for carpet, rug, and upholstery care.

By following this Complaints Procedure, we aim to ensure that your concerns are listened to, addressed fairly, and used to drive continuous improvement across all of our services.

Policy Review

This Complaints Procedure is reviewed regularly to ensure it remains clear, effective, and aligned with our commitment to quality cleaning services and customer satisfaction. Any updates will apply to future complaints from the date of publication.