Tooting Carpet Cleaners Complaints Procedure

This Complaints Procedure explains how Tooting Carpet Cleaners manages and resolves complaints about our professional cleaning services. We are committed to delivering high standards across our domestic and commercial work, including carpet cleaning, rug cleaning, upholstery cleaning and end of tenancy cleaning. When things do not go as expected, we want to know so that we can put them right and improve our service.

Our Commitment to Customers

We aim to respond to all concerns in a fair, transparent and timely manner. Every complaint is taken seriously, recorded accurately and reviewed by a senior member of our team. We treat all customers with respect and courtesy at every stage of the complaints process, whether the issue relates to punctuality, cleaning quality, staff conduct, property care, pricing or communication.

We encourage customers to raise issues as soon as possible after a visit so that we can investigate while the details are still clear. Prompt reporting helps us to assess the condition of carpets, rugs, upholstery or other items that have been cleaned and, where appropriate, arrange a timely re-clean or other resolution.

What Counts as a Complaint

A complaint is any expression of dissatisfaction about our cleaning services or the way we have handled a previous enquiry. This may include, but is not limited to:

Concerns about the standard of cleaning in any room or area of the property. Dissatisfaction with stain removal attempts or the appearance of carpets, rugs, upholstery or mattresses after cleaning. Issues relating to damage or alleged damage to surfaces, furnishings, flooring or fixtures. Complaints about staff behaviour, attitude, timekeeping or professionalism. Disputes about prices, quotations, invoices or agreed work. Concerns regarding scheduling, access arrangements or communication before or after the appointment.

You do not need to use any specific language or terminology for your feedback to be treated as a complaint. If you are unhappy and ask us to address a problem, we will follow this procedure.

How to Make a Complaint

You can raise a complaint through any of our usual contact methods. Please provide as much detail as you can, including:

Your full name and the address where the cleaning took place. The date and approximate time of the service. A clear description of what went wrong and which areas or items are affected. Any relevant information about the condition of the property or items before and after cleaning. Photographic evidence where possible, particularly where you feel there has been damage or where results are not as expected.

We encourage written complaints wherever possible as this helps to avoid misunderstanding and ensures all key details are recorded accurately.

Stage One: Initial Review and Acknowledgement

Once we receive your complaint, we will log it in our internal system and allocate it to an appropriate person for review. We will normally acknowledge your complaint within a reasonable time period and may contact you to clarify any points or request further information, such as photographs or details of the rooms or items that are the subject of the complaint.

At this stage, if the issue can be resolved quickly and informally, for example by arranging a re-clean of a specific area, we will discuss this with you and seek your agreement.

Stage Two: Investigation

If your complaint requires more detailed consideration, it will be escalated for formal investigation. The person handling the complaint may:

Review job notes, checklists and any agreed scope of work for the visit. Speak to the cleaning operatives who attended your property. Examine any photographs, videos or written evidence you have provided. Consider the type of material or surface that has been cleaned and any limitations explained before the work was carried out. Assess whether our usual procedures and safety measures were followed during the appointment.

We aim to complete our investigation within a reasonable and proportionate timeframe, depending on the complexity of the issues raised.

Stage Three: Response and Outcome

When the investigation is complete, we will provide you with a clear response setting out:

What we have understood your complaint to be. The steps we have taken to investigate the matter. Our findings and any relevant explanations. The outcome we are able to offer.

Depending on the circumstances and the findings of the investigation, potential outcomes may include:

A re-clean of some or all of the affected areas. Practical advice on aftercare for carpets, rugs and upholstery. A partial or full adjustment to the invoice where appropriate. A formal apology and confirmation of any steps we will take to prevent a similar issue in future. Confirmation, with reasons, where we do not believe that the complaint can be upheld.

Follow Up and Escalation

If you are unhappy with the outcome of your complaint, you may request that it is reviewed again by a more senior member of our team, who will consider whether the investigation and decision were reasonable and properly conducted. We will then provide a further response explaining our final position.

We welcome constructive feedback at all stages. Even where we do not fully agree with a complaint, we may still use the information you have provided to refine our processes, training and quality checks.

Time Limits for Raising Complaints

We ask that complaints about the quality of cleaning or the condition of items be raised as soon as possible, and normally within a short time after the service has been completed. This allows us to review the situation while it is still recent and, where possible, inspect the property or items again if required.

Complaints raised after a longer period may be more difficult to investigate, especially where carpets, rugs, upholstery or other items have been used or treated in other ways since our visit. In such cases, we will still listen carefully but may have limited options for resolution.

Data Protection and Confidentiality

All complaints are handled in confidence. Information is recorded only for the purposes of investigating and resolving the issue and for monitoring our service performance. We do not disclose details of complaints outside our organisation except where required by law or where you have explicitly asked us to share information with a third party.

Continuous Improvement

Tooting Carpet Cleaners uses complaints and customer feedback to improve the reliability and consistency of our cleaning services. We regularly review complaint trends to identify areas where additional staff training, revised procedures or new equipment may be beneficial. Our aim is to reduce the likelihood of similar issues arising in future and to maintain a high standard of service for homes and businesses across our service area.