Complaints Procedure for Richmond Carpet Cleaning

Richmond Carpet Cleaning is committed to delivering reliable and professional cleaning services for homes and businesses. We understand that, on occasion, customers may feel dissatisfied with some aspect of our work or service. This complaints procedure explains how to raise a concern, how we will respond, and what you can expect from us throughout the process.

Our Commitment to Handling Complaints

We view all complaints as an opportunity to review and improve our carpet, upholstery and floor cleaning services. Every complaint is taken seriously, treated with respect and handled promptly. Our aims are to put things right wherever possible, explain our findings clearly, and learn from feedback to prevent similar issues in future.

What Counts as a Complaint

A complaint is any expression of dissatisfaction about our services, staff conduct, communication or pricing, whether justified or not. This may include concerns about the quality of cleaning, punctuality of technicians, behaviour on site, clarity of quotations or invoices, or how we have handled a previous query.

You do not have to use any special wording or format to make a complaint. If you tell us that you are unhappy and want us to look into an issue, we will treat it as a complaint and follow this procedure.

How to Make a Complaint

You can raise a complaint through the following methods:

In writing: You may send a written complaint to our office, addressed to Customer Care. Please provide your full name, service address, the date of the cleaning, and a clear description of your concerns.

Verbally: You can raise an issue with a team member on site at the time of service, or speak to our office staff over the phone. If your concern cannot be resolved immediately, it will be recorded and passed to a manager for review.

When making a complaint, please include any relevant details such as booking reference, dates and times, areas cleaned and the outcome you are seeking, for example a re-clean or an explanation. This information helps us investigate more quickly and thoroughly.

Time Limits for Submitting a Complaint

We recommend that you contact us as soon as possible after the event you are concerned about, ideally within seven days of the service. Carpet and upholstery issues are usually easier to assess and resolve while they are fresh, and early contact allows us to arrange an inspection or remedial work promptly.

We will still consider complaints raised later than this where reasonable, but an early report gives us the best chance to put matters right.

How We Will Handle Your Complaint

On receipt of your complaint, we will log your details and assign a person responsible for responding. Our process typically follows these steps:

Acknowledgement: We aim to acknowledge complaints at the earliest opportunity. Where a complaint is made verbally and can be resolved straight away, we may not issue a separate written acknowledgement.

Investigation: A manager or senior team member will review the information provided, speak to the technicians involved, and where appropriate, examine job sheets, cleaning notes and before or after photos. We may ask you for further information or request permission to revisit your property to inspect the areas of concern.

Response: Once the investigation is complete, we will explain our findings and confirm any actions we will take. This may include offering a re-clean of affected areas, providing guidance on aftercare, clarifying our terms, or where appropriate, considering a partial or full refund.

Timescales for Responding

Our goal is to resolve most complaints quickly, often within a few working days. If your complaint is more complex or requires a site visit, it may take longer. In such cases, we will keep you informed of progress and provide an estimated timescale for a full response.

If we are unable to meet the estimated timescale, we will let you know and explain the reason for the delay, along with a revised timeframe.

Outcomes and Remedies

Where we find that we are at fault, we will aim to offer a fair and reasonable remedy. Depending on the circumstances, this may include:

Offering a re-clean of the affected areas at no additional cost.

Providing practical advice or guidance to help address the issue where it relates to factors outside our control, such as pre-existing damage or wear.

Adjusting or refunding charges where appropriate, in line with our terms and conditions.

Reviewing and, if necessary, updating our internal procedures, training and quality checks to prevent a recurrence.

If You Are Not Satisfied with Our Response

If you feel that your complaint has not been resolved to your satisfaction, you may ask for your case to be reviewed by a senior manager. They will reassess the information, including any additional points you wish to raise, and provide a further response.

We will always explain the reasons for our decisions, even if we are unable to agree to the outcome you requested. Our priority is to ensure that you receive a clear, courteous and transparent explanation.

Confidentiality and Data Protection

All complaints are handled confidentially. Information about your complaint will only be shared with staff members who need it to investigate and respond. We handle personal data in accordance with applicable data protection requirements and retain complaint records only for as long as necessary for our legitimate business and legal purposes.

Continuous Improvement

Richmond Carpet Cleaning regularly reviews complaint records to identify patterns and areas for improvement. Feedback from customers helps us refine our cleaning methods, staff training and customer service processes so that we can maintain high standards across our service area.

By following this complaints procedure, we aim to resolve your concerns fairly, professionally and with as little inconvenience to you as possible.