Complaints Procedure
Complaints Procedure for Greenwich Carpet Cleaners
Greenwich Carpet Cleaners is committed to providing a reliable, professional and courteous service for all customers. We recognise that, on occasion, things may not go as expected. This Complaints Procedure explains how you can raise a concern, how we will handle your complaint, and the timescales and steps involved in reaching a fair outcome.
Purpose and Scope of This Procedure
This procedure applies to all domestic and commercial customers who use our carpet, upholstery and related cleaning services. It is designed to ensure that any dissatisfaction with our work, our operatives, our communication or our scheduling is handled consistently, promptly and transparently.
The policy covers complaints about the quality of cleaning, conduct of staff, damage or loss, lateness or non-attendance, and general customer service issues. It does not cover disputes that are already the subject of legal proceedings.
Our Commitments When Handling Complaints
When you raise a complaint with Greenwich Carpet Cleaners, we will aim to:
Respond politely and professionally at all times.
Listen carefully to your concerns and clarify any points that are unclear.
Investigate your complaint fairly and without unnecessary delay.
Keep you informed of progress and expected timeframes.
Offer an appropriate explanation, solution or remedy where your complaint is upheld.
Use feedback from complaints to improve our services and training.
How to Make a Complaint
You can raise a complaint in writing or verbally. To help us resolve the matter quickly and effectively, please provide as much information as possible, including:
Your full name and the address where the service was carried out.
The date and approximate time of the appointment.
A clear description of what went wrong and how it has affected you.
Any photographs, notes or other evidence that you feel may help us understand the issue.
If the complaint relates to a specific carpeted or upholstered area, please identify the room or item where the problem occurred.
You may raise your complaint as soon as you notice the issue. For matters relating to cleaning quality or perceived damage, we encourage customers to contact us within 48 hours of the service, so that we can assess the situation while it is still recent.
Stage One: Initial Review and Acknowledgement
Once you have raised a complaint, we will log it in our internal system. A member of our team will review the details and acknowledge receipt. Where possible, minor issues may be resolved immediately at this stage through clarification, guidance or a simple corrective action, such as arranging a follow-up visit.
We aim to acknowledge your complaint within a reasonable timeframe and to provide an initial response shortly thereafter. If we need more information to understand the problem, we may contact you with further questions.
Stage Two: Investigation and Assessment
If your complaint cannot be resolved at the initial stage, it will be passed to a senior member of staff for a more detailed investigation. This may involve:
Reviewing the booking details and job notes recorded by our operatives.
Discussing the service with the cleaning team involved.
Assessing any photographs, written statements or other evidence you have provided.
Arranging, where appropriate and feasible, an inspection visit to view the affected areas in person.
Considering industry standards and our internal policies on cleaning processes, stain treatment and the care of carpets and upholstery.
We aim to complete this investigation within a reasonable period, depending on the complexity of the issue and the availability of any required site visit.
Stage Three: Outcome and Resolution
After the investigation, we will explain our findings and propose a resolution. Possible outcomes may include:
A detailed explanation or clarification where our service has been delivered in line with agreed terms and industry practice.
A corrective action, such as a re-clean of specific areas or additional treatment where appropriate.
An apology, together with steps we will take to prevent a similar issue occurring again.
Where justified and in line with our terms and conditions, a partial or full refund or another commercial gesture.
We will clearly confirm our decision and the reasons behind it. If you accept our proposed resolution, we will implement it as soon as reasonably possible.
Escalation if You Are Not Satisfied
If you remain dissatisfied after receiving our response at Stage Three, you may ask for a further review. In this case, your complaint and all related correspondence will be examined by a senior manager not previously involved in the matter.
The reviewer will consider whether the complaint was handled in line with this procedure, whether all relevant information was taken into account, and whether the outcome was reasonable in light of the evidence. Following this review, we will provide a final response, which will normally conclude our internal complaints process.
Timescales and Communication
We aim to handle all complaints as quickly and efficiently as possible, while ensuring that each matter is properly investigated. Actual timescales will depend on factors such as the complexity of the issue, the need for any follow-up visit and the availability of staff who were present at the appointment.
We will keep you updated if there is any significant delay and will let you know when you can expect a further response. Communication regarding your complaint may take place by phone or in writing, as appropriate.
Fairness, Confidentiality and Data Protection
All complaints are treated with respect and handled confidentially. Information provided in connection with a complaint will be used only for the purpose of investigating and resolving the issue, training our staff and improving our services. We will not share your details with third parties except where required by law or with your explicit consent.
Continuous Improvement
Greenwich Carpet Cleaners views complaints and feedback as an important source of learning. We regularly review patterns and themes arising from complaints to identify opportunities to enhance our cleaning techniques, equipment, scheduling, staff training and customer service practices across the areas we serve.
By following this Complaints Procedure, we aim to ensure that all customers can raise concerns easily and that every issue is treated seriously, investigated thoroughly and resolved as fairly as possible.
