Complaints Procedure for Bermondsey Carpet Cleaning
At Bermondsey Carpet Cleaning, we aim to provide reliable, professional cleaning services across our service area. 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 the steps we take to reach a fair resolution.
Our Commitment to You
We are committed to handling all complaints politely, promptly and consistently. Every concern raised is treated as an opportunity to review our performance, improve our carpet and upholstery cleaning services, and maintain your confidence in our team.
All complaints are handled confidentially and in line with our internal policies. We will always treat you with respect and expect our staff to be treated in the same way.
What This Procedure Covers
This procedure covers complaints relating to services provided by Bermondsey Carpet Cleaning, including but not limited to:
Quality of carpet, rug, upholstery or hard floor cleaning work carried out.
Conduct, behaviour or professionalism of our operatives or office staff.
Scheduling, punctuality, access, or communication before, during or after a booking.
Concerns about how we have handled your personal information or payment details.
Issues with invoices, quotes, or charges applied to your account.
This procedure does not cover routine requests for amendments to bookings, general enquiries, or standard feedback. Those can be raised through our usual customer contact channels.
How to Make a Complaint
If you are dissatisfied with any aspect of our cleaning service, please tell us as soon as possible so we can address the issue promptly. When raising a complaint, please provide the following information to help us investigate effectively:
Your full name and, if applicable, your company name.
The service address and date of the cleaning visit.
A clear description of what went wrong and how it has affected you.
Any relevant supporting details, such as room names, specific items or areas, and the time our team attended.
If you are able to provide photographs or written notes, this can help us understand the situation more accurately. We encourage you to submit your complaint within 7 days of the service, particularly for issues relating to service quality or visible results, so we can assess the matter while details are still recent.
How We Will Respond
Once we receive your complaint, we will follow a structured process to ensure that your concerns are reviewed thoroughly and fairly.
Initial acknowledgement: We aim to acknowledge all complaints within two working days. In this acknowledgement, we will confirm that we have received your concerns and explain the next steps.
Investigation: A suitable member of our team, who was not directly involved in the original service wherever possible, will review your complaint. This may include speaking with the cleaning operatives, reviewing job notes, assessing any photographs or evidence you have provided, and, where appropriate, arranging a revisit to inspect the areas of concern.
Timescales: We aim to provide a full response to most complaints within 10 working days. If the investigation is likely to take longer, for example due to the need for additional information, we will keep you informed of the likely timescale and provide updates where reasonable.
Outcome: After the investigation, we will write to you with our findings and proposed resolution. We will explain clearly what we have concluded, what action we will take, and the reasons for our decision.
Possible Resolutions
Our goal is to resolve your complaint in a way that is fair, proportionate, and reflects both our terms of service and the circumstances of your case. Depending on the nature of the complaint and the outcome of our investigation, possible resolutions may include:
A clear explanation or apology, where something has gone wrong in our handling of your booking or communication.
Offering a re-clean of the affected areas, particularly where results did not meet the agreed standard and it is practical and safe to carry this out.
A partial or full credit against a future cleaning service, where appropriate.
A partial or full refund, where our service has fallen significantly below the level that was reasonably expected, and a re-clean is not appropriate or not possible.
We consider each complaint individually and will always explain the reasons behind the resolution we offer.
If You Are Not Satisfied With the Outcome
If you are unhappy with the outcome of your complaint, you may ask for a further review. When doing so, please explain why you believe the decision is not fair or complete, and include any additional information that you feel has not been considered.
Your complaint will then be reviewed by a more senior member of the team who was not involved in the original decision. They will reassess the information, may contact you for further clarification, and will provide a final response. We aim to complete this review within 10 working days of your request, and we will inform you if more time is needed.
Use of Information and Confidentiality
All complaints are handled in line with our privacy practices and applicable data protection requirements. The information you provide will be used only for the purpose of investigating and resolving your complaint, training our staff, and improving our cleaning services and internal procedures.
Your details and the content of your complaint will not be shared outside our organisation except where required by law or where you have explicitly asked us to share information as part of resolving the issue.
Continuous Improvement
We record, monitor, and review all complaints on a regular basis to identify recurring issues or trends. This helps us improve our cleaning processes, staff training, and communication with customers throughout our service area.
By following this complaints procedure, Bermondsey Carpet Cleaning aims to resolve your concerns promptly and fairly while continuing to deliver reliable, high quality cleaning services for homes and businesses.
