Complaints Procedure

Carpet Cleaning Westminster Complaints Procedure

This Complaints Procedure explains how customers can raise concerns about any aspect of the carpet and upholstery cleaning services provided by Carpet Cleaning Westminster, and how those concerns will be handled. Our aim is to resolve issues quickly, fairly and transparently, and to use feedback to improve our services across the Westminster area.

1. Purpose and Scope

This procedure applies to all customers who have used, or attempted to use, our cleaning services, including domestic and commercial work. It covers concerns about service quality, conduct of staff, appointment arrangements, pricing clarity and follow-up care. It does not cover matters that are the responsibility of third parties, such as building managers or other contractors, nor does it cover events outside our reasonable control.

2. Our Commitment to You

We are committed to dealing with complaints courteously, efficiently and in a timely manner. We will listen to your concerns, keep you informed of progress, and provide a clear explanation of any decision we make. Where we have made a mistake, we will acknowledge it and take reasonable steps to put things right.

3. Informal Resolution

Many issues can be resolved quickly and informally. If you are unhappy with our service on the day of your appointment, please raise your concerns with the cleaning technician before they leave the property, if possible. The technician will do their best to address the matter there and then, for example by re-cleaning an area or clarifying what can realistically be achieved based on the condition of your carpets or soft furnishings.

If you only become aware of a problem after the visit, you are encouraged to contact us as soon as possible so that we can discuss the issue and seek an informal resolution. We may request photographs or additional information to help us understand the situation clearly.

4. How to Make a Formal Complaint

If your concern cannot be resolved informally or you prefer to use a formal route, you can submit a complaint in writing. Please provide the following information:

Full name and contact details
Date and address of the service visit
Details of the work carried out (for example carpet cleaning, rug cleaning, upholstery cleaning)
A clear description of your concern or dissatisfaction
Any steps already taken to resolve the issue
Any supporting information, such as photographs or written notes

Written complaints should be submitted through our usual contact channels as advertised on our website or booking documents. We encourage you to make your complaint as soon as reasonably possible, and ideally within 14 days of the service, so that we can investigate while details are still fresh and evidence is available.

5. Acknowledgement and Timeframes

Once we receive your formal complaint, we will acknowledge it within five working days. The acknowledgement will confirm that we are investigating the matter and may request any additional information we need. Our aim is to provide a full written response within 20 working days of receiving all relevant information.

If, for any reason, we are unable to complete our investigation within this timeframe, we will inform you of the delay, explain the reasons, and provide a revised timescale for our response.

6. Investigation Process

Your complaint will be reviewed by a person who was not directly involved in the original service delivery wherever possible. The investigation may include:

Reviewing job notes, booking records and any pre-service inspection details
Checking photographs or videos taken before or after the work
Speaking with the cleaning technician or team involved
Considering relevant terms and conditions, including any limitations explained before the work began

We aim to carry out a fair and impartial review, taking into account the condition of items before cleaning, any pre-existing damage and the realistic expectations for the service provided.

7. Outcomes and Remedies

Once the investigation is complete, we will provide you with a written outcome that sets out:

Our understanding of your complaint
The steps we took to investigate
Our decision and the reasons for it
Any proposed remedy or next steps

Depending on the circumstances, possible outcomes may include an explanation or clarification, practical advice on aftercare, a re-clean of specific areas, a partial or full refund, or confirmation that no further action can reasonably be taken. Any remedy offered will be proportionate to the findings of the investigation and aligned with our terms and conditions.

8. Escalation of Your Complaint

If you remain dissatisfied after receiving our written response, you can request that your complaint be reviewed at a higher level within Carpet Cleaning Westminster. This escalation request should be made in writing, explaining why you are unhappy with the outcome and what you would like us to reconsider.

The escalated review will focus on whether the original investigation was fair, thorough and in line with this Complaints Procedure. You will receive a final written response once this review has been completed. This will represent our final internal position on the matter.

9. Fair Treatment and Confidentiality

All complaints will be handled with respect and sensitivity. Making a complaint will not prejudice any future bookings or services with Carpet Cleaning Westminster. Information you provide will be kept confidential and only shared with staff who need it in order to investigate and respond. We will handle all personal data in line with applicable data protection requirements.

10. Continuous Improvement

We use feedback and complaint outcomes to identify areas where our carpet and upholstery cleaning services, customer communication or staff training can be improved. Trends from complaints may lead to changes in procedures, additional quality checks or updates to customer information so that expectations are clear for homes and businesses in our service area.

11. Review of This Procedure

This Complaints Procedure is reviewed regularly to ensure it remains clear, fair and effective. Updated versions may be published from time to time to reflect changes in our services, operational practices or legal obligations. The version available on our official website at the time you submit your complaint will normally apply to the handling of your case.

If you have any questions about this Complaints Procedure before or after using Carpet Cleaning Westminster, you may contact us through our usual channels so that we can provide further clarification.