Brompton Carpet Cleaning Complaints Procedure

Brompton Carpet Cleaning is committed to delivering reliable, high-quality carpet, rug and upholstery cleaning services. We recognise that, on occasion, things may not go as expected. When this happens, we encourage customers to tell us so that we can put matters right and improve our service. This complaints procedure explains how to raise a concern, how we handle complaints, and what you can expect from us at each stage.

Our Commitment to You

We take all complaints seriously and aim to resolve them fairly, consistently and as quickly as possible. Our objectives when handling a complaint are to listen carefully, investigate thoroughly, communicate clearly and, where appropriate, provide a suitable remedy. We also use feedback to review our training, processes and service standards across the cleaning work we undertake.

What This Complaints Procedure Covers

This procedure applies to complaints about our carpet, rug, upholstery and related cleaning services carried out at homes, offices and commercial premises. It includes concerns about the quality of cleaning, conduct or behaviour of our operatives, timekeeping and scheduling, access issues, damage or alleged damage, and any aspect of communication before, during or after your appointment.

This procedure does not cover general enquiries, requests for quotes or booking changes that are not related to a complaint. These will be handled through our usual customer service processes.

Raising a Complaint

If you are dissatisfied with any part of our service, we encourage you to let us know as soon as possible. Where practical, please raise your concern with the cleaning operative while they are still on site. Many issues can be resolved immediately through discussion and a quick check of the work completed.

If the matter is not resolved on site, or you prefer to speak to our office team, you can submit your complaint in writing. Please include the following information when you contact us so that we can investigate efficiently:

The date and address of the appointment, a description of the service booked, details of what went wrong or fell short of your expectations, any steps already taken to resolve the issue, relevant photographs if you are reporting damage or areas missed, and your preferred method of response.

Time Limits for Making a Complaint

To help us investigate effectively, we ask that you raise any complaint as soon as reasonably possible after the service has been provided. Where your concern relates to the quality of cleaning, we request that you contact us within 48 hours of the work being completed so that we can assess the condition of the carpets or furnishings while the results are still representative of our visit.

How We Handle Your Complaint

Once we receive your complaint, we will log it in our internal system and begin an initial review. Our handling is generally divided into three stages: acknowledgement, investigation and outcome.

First, we will acknowledge your complaint. We aim to confirm receipt within a reasonable period, advising you that your concerns are being reviewed and, where possible, indicating when you can expect a further response.

Second, we will investigate. This may involve speaking with the cleaning operative who attended your property, reviewing job notes and checklists, examining any photographs provided and, if appropriate, arranging a follow-up visit to inspect the carpets or furnishings in person.

Third, we will provide an outcome. When our investigation is complete, we will explain our findings and any actions we propose to take. We will set out our response clearly, addressing the points you have raised and outlining next steps.

Possible Outcomes and Remedies

Where we identify that our service has fallen short of our standards, we will consider appropriate remedies. These may include a return visit to re-clean specific areas, practical advice on aftercare where the result has been affected by pre-existing conditions, a partial or full adjustment to the service charge where justified, or other reasonable steps designed to restore confidence in our service.

Where the complaint relates to alleged damage, we will assess the circumstances carefully, including any pre-existing wear, staining, colour instability, loose seams or other conditions that may have contributed. If we conclude that damage has occurred as a direct result of our work, we will discuss suitable solutions with you, which may include repair, contribution to repair costs, or other appropriate options.

If You Are Not Satisfied With the Outcome

If you remain dissatisfied after we have provided our initial response, you may ask for your complaint to be reviewed by a more senior member of the team. In such cases, we will undertake a further review of the investigation, the evidence available and the decision reached, and will provide a final response setting out our position.

At this stage, we will explain clearly the reasons for our decision, any actions we are prepared to take and any limitations that apply. We will also confirm that this represents the conclusion of our internal complaints process.

Our Expectations of Customers

We aim to treat every customer courteously and respectfully, and we ask that customers do the same with our staff and operatives. We understand that problems can be frustrating, but we will not tolerate abusive, threatening or discriminatory behaviour. In such cases, we may need to limit communication to written correspondence.

Continuous Improvement

We review complaints regularly to identify patterns and opportunities to improve our carpet and upholstery cleaning services. Feedback is shared with our operatives and office staff through training and updates, helping us refine our techniques, equipment use, customer service practices and booking procedures across the areas we serve.

By following this complaints procedure, we aim to resolve individual issues fairly while maintaining and enhancing the overall quality and reliability of Brompton Carpet Cleaning.