Complaints Procedure for Tolworth Carpet Cleaners

Tolworth Carpet Cleaners is committed to providing reliable, high quality carpet and upholstery cleaning services for homes and businesses. We recognise that, on occasion, things may not go as planned. This complaints procedure explains how you can raise a concern, how we will respond, and what you can expect from us at each stage.

1. Purpose of this complaints procedure

The purpose of this procedure is to provide a clear, fair and transparent process for handling complaints about our services. It applies to all work we carry out, including carpet cleaning, rug cleaning, upholstery cleaning, stain removal and related services in our service area.

We use all feedback, including complaints, to review our work, improve staff training and enhance the way we deliver our cleaning services.

2. What we define as a complaint

A complaint is any expression of dissatisfaction about our services, whether justified or not, where you would like us to review what has happened and respond. This may include concerns about:

• The quality of the cleaning carried out in your property
• The conduct, behaviour or attitude of our technicians or office staff
• Missed or late appointments and schedule changes
• Damage, loss or alleged damage during or following our visit
• How your booking, payment or aftercare was handled
• Any part of our communication with you before, during or after the job

We encourage you to raise concerns as soon as possible so that they can be investigated while the details are still clear.

3. How to raise a complaint

You can make a complaint in any written form. We ask that you contact us using the same communication method you used for your booking or as set out in your booking confirmation. Please provide the following information so we can investigate effectively:

• Your full name
• The property address where the cleaning took place
• The date of the service and, if known, the approximate time
• A clear description of what went wrong or did not meet your expectations
• Any relevant photos or supporting information
• How you would like us to put things right, if you have a preferred outcome

If you need assistance putting your complaint in writing, please let us know and we will try to support you in the most practical way possible.

4. Time limits for making a complaint

To help us investigate accurately, we ask that you raise your complaint within seven days of the cleaning service. For issues concerning results that develop over time, such as stains reappearing after drying, we still encourage you to contact us as soon as you notice the problem.

Complaints made after a longer period may be more difficult to investigate, especially in busy homes or commercial premises, but we will always review the circumstances and respond as fairly as we can.

5. How we handle your complaint

We aim to acknowledge your complaint promptly. In most cases this will be within two working days of receiving your written complaint. We will then begin our investigation, which may include:

• Reviewing the initial booking information and any notes from our team
• Speaking to the technicians who attended your property
• Examining any photos, videos or other evidence you provide
• Arranging a follow-up visit to inspect the work, where appropriate

We aim to provide a full response within ten working days of acknowledging your complaint. If the matter is complex or requires further investigation, we will let you know and provide an updated timescale.

6. Possible outcomes and resolutions

Once our investigation is complete, we will write to you with our findings and proposed outcome. Depending on the circumstances, this may include one or more of the following:

• An explanation of what happened and, if applicable, why things went wrong
• An apology, where we accept that our service fell below our standards
• A return visit to re-clean affected areas, where this is appropriate and practical
• Practical advice on aftercare and how to achieve the best results from the service
• A goodwill gesture, discount or partial refund, where justified by our findings
• Confirmation of any steps we are taking to avoid similar issues in future

We will always try to reach a fair outcome based on the evidence available, our service terms and the condition of the items we were asked to clean.

7. If you are not satisfied with our response

If you are unhappy with the outcome of your complaint, you may request that it is reviewed by a senior member of the team who was not involved in the original investigation. To do this, please respond to our decision in writing, explaining why you remain dissatisfied and what further outcome you are seeking.

The senior review will focus on whether the complaint was handled fairly and whether the outcome was reasonable in light of the evidence. We aim to complete this review and respond within ten working days.

8. Our commitment to fairness and respect

We treat all complaints seriously and investigate them without prejudice. We expect our staff to remain professional, courteous and respectful at all times. We also expect customers to engage with us in a respectful way. Abusive, threatening or discriminatory behaviour towards our team will not be tolerated and may result in us limiting or ending further communication.

9. Learning from complaints

We regularly review complaints and feedback to identify patterns, training needs and opportunities to improve. This may include updating our cleaning methods, investing in new equipment, revising booking procedures or providing additional guidance to our technicians working in homes and business premises.

By raising a concern, you help us to refine our services and maintain high standards across the areas we cover.

10. Updates to this complaints procedure

We may update this complaints procedure from time to time to reflect changes in how we operate or in relevant guidance for service providers. The version published on our website is the procedure that applies to any complaint made at that time.

If you have any questions about this procedure or are unsure how to raise a concern, please contact us using your usual method of communication and we will be happy to explain the next steps.