Complaints Procedure for Woodford Green Carpet Cleaners

Woodford Green Carpet Cleaners is committed to providing reliable, high quality carpet, upholstery and hard floor cleaning services. We recognise that, on rare occasions, things may not go as planned. This complaints procedure explains how you can raise a concern, how we will respond, and the steps we take to resolve matters fairly and promptly.

Purpose of this Complaints Procedure

The purpose of this procedure is to give all customers a clear and straightforward way to tell us if they are unhappy with any part of our service. This includes issues relating to cleaning quality, conduct of cleaning staff, punctuality, damage, or any aspect of our communication or administration. We use all complaints as an opportunity to review and improve our services in the local area we serve.

What We Class as a Complaint

A complaint is any expression of dissatisfaction about our cleaning services, whether justified or not, that requires a response. Examples include:

• You believe the standard of carpet, rug or upholstery cleaning is below what was agreed.
• You feel that a cleaner has acted inappropriately or unprofessionally.
• You consider that damage has been caused to your property during a visit.
• You have concerns about how your booking, payment or information has been handled.
• You feel that we have not met the timescales or expectations discussed at the time of booking.

We encourage you to tell us about any problem as soon as you notice it, so that we can put things right quickly.

How to Make a Complaint

You can raise a complaint with Woodford Green Carpet Cleaners in several ways. You may prefer to contact us by phone to discuss your concerns, or you can submit your complaint in writing so that the details are clearly recorded. If you decide to write, please include:

• Your full name and the address where the service was carried out.
• The date and approximate time of the cleaning visit.
• A clear description of what went wrong and how it has affected you.
• Any photographs or supporting information that help explain the issue.
• How you would like us to resolve the matter, if you have a preferred outcome.

If the complaint is made on the day of service, please raise it as soon as reasonably possible, ideally while the team is still on site, so that we can assess and address the issue immediately. If that is not possible, you can contact our office after the visit.

Timescales for Raising a Complaint

For most issues relating to cleaning quality, we ask that you contact us within 48 hours of the service. This allows us to inspect the area while the results are still recent and, where appropriate, return to your property in our service area to reassess or re-clean the affected areas. For issues involving possible damage, please tell us as soon as you become aware of the problem so that we can review the circumstances and respond appropriately.

How We Handle Your Complaint

When we receive your complaint, we will follow a structured process to ensure it is dealt with thoroughly and fairly:

1. Acknowledgement: We will acknowledge receipt of your complaint and confirm that it is being reviewed. If further information is needed to understand the situation, we will ask you to provide additional details.

2. Investigation: A member of our management team will investigate the matter. This may include speaking to the cleaner or team who attended your property, reviewing job notes, examining photographs and, where appropriate, arranging a visit to inspect the areas of concern.

3. Response: Once the investigation is complete, we will explain our findings to you and outline any steps we propose to take to resolve the issue. We aim to provide an initial response within a reasonable timeframe, depending on the complexity of the matter.

4. Resolution: If your complaint is upheld, we will agree and implement a suitable resolution. If we do not uphold your complaint, we will explain the reasons clearly.

Possible Outcomes and Remedies

Depending on the nature of your complaint and the outcome of our investigation, possible resolutions may include:

• Returning to re-clean specific carpets, rugs, upholstery or hard floors at no extra cost where the standard has fallen below our usual level.
• Offering a partial or full refund where appropriate.
• Providing a discount on a future service, where this is considered a fair way of recognising any inconvenience caused.
• Taking corrective action with staff, including additional training and performance monitoring, to prevent similar issues from arising in future.
• Referring the matter to our insurance provider if damage has occurred and an insurance claim may be appropriate.

If You Are Not Satisfied with the Outcome

If you are not satisfied with the way your complaint has been handled or with the outcome we have proposed, you can ask for the matter to be reviewed by a senior member of our team. They will re-examine the information, consider any new details you provide and issue a final response. This additional review helps ensure that your concerns have been considered fully and fairly.

Our Commitment to Fairness and Improvement

Woodford Green Carpet Cleaners is committed to treating all complaints seriously, confidentially and without prejudice. Making a complaint will not affect your right to use our services in the future. We regularly review complaints and feedback from customers across our service area to identify patterns, improve training, refine our cleaning methods and enhance our customer care.

By following this complaints procedure, we aim to resolve issues promptly and professionally, maintain high standards in every home and business we visit, and ensure that our customers can rely on us for safe, effective and courteous cleaning services.