Tooting Carpet Cleaners Complaints Procedure

Tooting Carpet Cleaners is committed to providing reliable, professional carpet and upholstery cleaning services to customers in our service area. We recognise that, on occasion, things may not go exactly as planned. This complaints procedure explains how you can raise a concern, how we will respond, and the steps we take to put matters right wherever possible.

1. Our Commitment to Resolving Complaints

We aim to deal with all complaints fairly, consistently and promptly. Every complaint is taken seriously and is viewed as an opportunity to review and improve our services. We will always treat you with respect and expect our staff to be treated in the same way throughout the process.

We will make every reasonable effort to resolve your concerns at the earliest possible stage, ideally informally and directly with the team member involved. If this is not possible or you remain dissatisfied, you can follow the formal steps outlined below.

2. What This Procedure Covers

This complaints procedure covers any expression of dissatisfaction about the services provided by Tooting Carpet Cleaners, including but not limited to:

Quality of carpet, rug, upholstery or mattress cleaning work carried out at your home or business premises.

Conduct, behaviour or professionalism of our technicians or office staff during booking, site visits or after-care.

Timeliness, punctuality, cancellations or delays in relation to your scheduled cleaning appointment.

Administrative issues such as invoicing, payments, or misunderstandings about services agreed.

This procedure does not cover general enquiries, quotes, or requests for information, which will be dealt with via our usual customer service channels.

3. Raising an Informal Concern

Where possible, we encourage you to raise your concern informally in the first instance. Often, issues can be resolved quickly through a conversation with the cleaning technician on site or a member of our office team.

If you notice a problem while our technician is still at your property, please mention it immediately so that we have the opportunity to inspect the area and attempt to rectify it on the spot. Many issues can be addressed there and then, such as re-cleaning a particular area or clarifying the results that can reasonably be expected from the cleaning process.

4. Making a Formal Complaint

If you are unable to resolve the matter informally, or if you prefer a more formal review, you may submit a formal complaint. To help us investigate your concerns effectively, please provide the following information:

Your full name and property address where the service was carried out.

The date and approximate time of the cleaning appointment or incident.

A clear description of the issue, including which rooms, items or areas are affected.

Any relevant information about discussions you have already had with our staff.

Any photographs or supporting details that may help us understand the problem.

We recommend that you make a complaint as soon as reasonably possible after the service, and preferably within 7 days, so that we can investigate while the details remain clear and conditions at the property are still representative of the work carried out.

5. How We Will Handle Your Complaint

Once we receive your formal complaint, we will follow these steps:

Acknowledgement: We will acknowledge receipt of your complaint and confirm that it is being reviewed. Where possible, we will advise you of the name or role of the person responsible for handling your case.

Assessment: We will review the details you have provided, along with our booking records, job notes and any information from the technician who attended your property.

Investigation: Where necessary, we may contact you to ask for further information or clarification. We may also propose a follow-up visit to inspect the affected areas in person.

Response: After completing our investigation, we will explain our findings, any relevant technical or practical considerations, and the outcome of your complaint. We aim to provide a response within 10 working days of receiving all necessary information.

6. Possible Outcomes and Remedies

Depending on the nature and findings of the investigation, possible outcomes may include one or more of the following:

A clear explanation of what happened and why, including where there are limitations to what carpet and upholstery cleaning can realistically achieve.

An apology where we find that our service did not meet our usual standards.

Practical steps to put things right, such as a re-clean of specific areas or items within a reasonable time frame.

A partial or full adjustment to your invoice where appropriate and proportionate to the issues identified.

Information on improvements we will make to our processes, staff training or communication to help prevent similar issues in the future.

We will always aim for an outcome that is fair to both you and Tooting Carpet Cleaners, taking into account the condition of the items being cleaned, any pre-existing damage, and any risks or limitations explained at the time of booking or on arrival.

7. Escalating Your Complaint

If you are not satisfied with the outcome of your complaint, you may ask for it to be reviewed by a more senior member of our management team. When requesting an escalation, please explain why you remain dissatisfied and what further resolution you are seeking.

The senior reviewer will consider the original investigation, any additional information you provide, and whether our response has been reasonable and in line with this procedure. We will then provide you with a final response and our reasons for the decision.

8. Your Responsibilities

To help us deal with your complaint effectively, we ask that you:

Provide accurate and complete information about the service and the issues you have experienced.

Allow us reasonable access to the property, where necessary, to inspect and attempt to address any concerns.

Communicate with our team in a courteous and respectful manner, recognising that our staff are working to resolve the issue.

9. Monitoring and Review

We regularly monitor complaints and feedback to identify patterns and areas for improvement. This helps us enhance the quality, reliability and consistency of our carpet cleaning and related services across our operating area. The complaints procedure is reviewed periodically to ensure it remains clear, accessible and effective.

By using the services of Tooting Carpet Cleaners, you agree that any concerns or disputes will be raised in accordance with this complaints procedure so that we have a fair opportunity to investigate and resolve them.