Orpington Carpet Cleaners Complaints Procedure

Orpington Carpet Cleaners is committed to providing reliable, professional carpet, rug and upholstery cleaning throughout our local service area. We aim to deliver a consistently high standard of work and customer care. However, if you feel that any aspect of our service has not met your expectations, this Complaints Procedure explains how to raise your concerns and how we will work with you to resolve them.

Our Commitment to You

We believe that feedback, including complaints, is an important way to improve our services. Every complaint is taken seriously and handled respectfully, regardless of its nature or value. We will investigate all concerns about our cleaning work, our staff, our appointment handling or our communication, and we will use the outcome to make service improvements where necessary.

Our aims when dealing with complaints are to:

Respond promptly and clearly to all concerns raised.

Listen carefully and treat every customer fairly and courteously.

Investigate matters thoroughly and impartially.

Provide a clear explanation of our findings and any actions we will take.

Use what we learn to prevent similar issues wherever possible.

What This Procedure Covers

This procedure applies to complaints about our cleaning services and related customer service, including:

Carpet, rug and upholstery cleaning results or quality of workmanship.

Conduct and behaviour of our cleaning technicians or office staff.

Missed, delayed or rearranged appointments.

Communication before, during or after a booking.

Concerns about how we have handled personal property within your home or premises.

If your concern relates to a potential insurance matter, such as accidental damage, we will follow both this procedure and any relevant insurance requirements to ensure the issue is handled correctly.

How to Make a Complaint

You can raise a complaint as soon as you become aware of a problem. We encourage you to do so as quickly as possible, ideally within a short time of the service being carried out, so that we can investigate effectively.

You may contact us using any of the usual communication methods you would use to book or discuss a service. Please clearly state that you wish to make a complaint and provide the following information where possible:

Your full name and the address where the cleaning took place.

The date and approximate time of the service.

A description of the work carried out, for example carpet cleaning in specified rooms or upholstery items.

A clear explanation of what you are unhappy about, including any relevant details such as areas of concern, photographs or technician names, if known.

How you would ideally like us to resolve the matter, for example a re-clean of specific areas or a review of charges.

Stage One: Initial Review and Response

Once we receive your complaint, we will acknowledge it and begin an initial review. In most cases, we aim to respond in a timely manner, setting out our understanding of the issue and the next steps we will take. Where possible, we will try to resolve simple issues immediately at this stage.

For many concerns, the first step will be to arrange a discussion with you, by your preferred method of communication, to clarify the details. We may also ask for photographs or additional information to help us understand the situation fully.

Stage Two: Investigation and Proposed Resolution

If the matter cannot be resolved straight away, we will carry out a more detailed investigation. This may include:

Reviewing job notes, booking details and any relevant service records.

Speaking with the cleaning technician or team who attended the property.

Assessing any photographs or evidence you have provided.

Considering relevant industry guidelines for carpet and upholstery cleaning.

Following the investigation, we will provide you with a clear response, which will usually include:

A summary of the complaint and the information we have considered.

Our findings and any conclusions reached.

Any proposed remedy, which could include a re-clean of specific areas, a partial refund, advice on aftercare, or other appropriate actions.

We will always attempt to reach a fair and reasonable outcome, taking into account the nature of the surfaces cleaned, the condition of the items before work began and the realistic results that can be achieved with professional cleaning.

Stage Three: Further Review

If you are not satisfied with the outcome of Stage Two, you may request a further review. At this point, where possible, a different senior member of our team will re-examine the complaint, the investigation and the proposed resolution. We may contact you again for clarification or additional information.

After this review, we will provide you with our final position on the matter. We will explain how we have reached our decision and what, if any, further action we are able to take.

Timeframes

We aim to handle complaints as efficiently as possible. While exact timeframes may vary depending on the complexity of the issue, we will keep you informed of progress and let you know if more time is needed for a thorough investigation, for example where a site visit is required or a technician needs to be consulted.

Your Responsibilities

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

Provide accurate and complete information about the service and your concerns.

Raise issues promptly so that we can investigate while the details are still recent.

Allow us reasonable access to the property or items in question if a re-inspection is required.

Communicate with our team courteously so we can work together constructively.

Recording and Using Complaint Information

We keep a record of complaints and their outcomes to help us monitor performance, identify recurring issues and improve our carpet and upholstery cleaning services across the areas we cover. Any personal information provided as part of a complaint will be handled in line with our data protection obligations and used only for managing and reviewing your case, unless we are required by law to do otherwise.

Continuous Improvement

We use complaints as an opportunity to review our training, equipment, cleaning methods and customer service processes. By learning from your experience, we aim to provide more consistent results and a more reliable, responsive service to all customers who rely on us for professional carpet and upholstery cleaning in their homes and business premises.

If you have any concerns, no matter how small, we encourage you to let us know. Your feedback helps Orpington Carpet Cleaners maintain and improve the standards our customers expect.