Paddington Carpet Cleaners Complaints Procedure

This Complaints Procedure explains how Paddington Carpet Cleaners manages and resolves complaints about our carpet, upholstery and related cleaning services. We are committed to providing a professional and reliable service across our local service area, and we take all concerns seriously so that we can put things right and improve our standards.

Our Commitment to You

We aim to deliver high quality cleaning, clear communication and respectful conduct in every home and workplace we visit. If you are unhappy with any aspect of our work or our customer service, we want to know. We will handle your complaint promptly, fairly and confidentially, and will use the outcome to help us improve our services.

What Counts as a Complaint

A complaint is any expression of dissatisfaction about our services or how they were provided, whether it is about:

Issues such as the standard of cleaning, damage or suspected damage during a visit, punctuality or missed appointments, conduct or behaviour of staff, communication before, during or after the job, or how a previous concern was handled may all be treated as a complaint. We will also consider other reasonable concerns related to our cleaning services within the local area.

How to Raise a Complaint

You can raise a complaint in writing or verbally. When contacting us, please clearly state that you wish to make a complaint and provide as much relevant information as possible, including your full name, the property address where the service was carried out, the date of the service, a brief description of the issue and what you would like us to do to resolve the matter.

Providing photographs, copies of estimates or invoices, and any relevant notes or messages can help us understand the situation and investigate more effectively. We encourage you to raise any concerns as soon as possible after the service so that we can address them promptly.

Stage One: Initial Response and Acknowledgement

Once we receive your complaint, we will log it and arrange for it to be reviewed by an appropriate member of our team. We will acknowledge your complaint within a reasonable timeframe and may ask you for further details if anything is unclear.

Where possible, we will try to resolve simple issues quickly, for example by clarifying information, arranging a return visit or organising a practical remedy agreed with you. If the matter is more complex, we will proceed to a more detailed investigation.

Stage Two: Investigation and Resolution

For complaints that require investigation, we will review the details of the work carried out, speak to the cleaner or team involved, and consider any supporting evidence provided by you. We may also ask you for additional information, or, if appropriate, arrange an inspection of the area that was cleaned.

After completing our investigation, we will provide you with a clear response setting out our findings, any actions we propose to take, and the reasons for our decision. Possible outcomes may include an explanation or apology, a repeat or partial repeat of the service, a remedy such as further cleaning work, or other appropriate steps depending on the circumstances.

Timeframes for Handling Complaints

We aim to acknowledge complaints promptly and to provide a full response within a reasonable and proportionate timeframe, taking into account the nature and complexity of the issue. If we need more time to investigate, we will let you know and keep you informed of our progress.

If You Are Not Satisfied with the Outcome

If you are unhappy with our response, you may ask for your complaint to be reviewed again. Where appropriate, this review will be carried out by a different member of staff or a more senior representative, who will consider whether the initial investigation and outcome were fair and reasonable.

After this further review, we will confirm our final position and any further action we are prepared to take. This will usually conclude our internal complaints process.

Your Responsibilities When Making a Complaint

To enable us to handle your complaint effectively, we ask that you provide accurate and complete information, communicate with our staff courteously, allow us reasonable access to inspect or revisit the property where necessary, and give us a fair opportunity to put things right.

Confidentiality and Data Protection

We treat all complaints confidentially and will only share information with those who need it to investigate and respond. Any personal data supplied as part of a complaint will be handled in line with applicable data protection requirements and our internal policies.

Using Complaints to Improve Our Service

We welcome feedback and see complaints as an opportunity to learn. We regularly review the complaints we receive to identify patterns, training needs and possible improvements to our cleaning processes, equipment and customer service. This helps us maintain consistent standards for clients across our service area.

Updates to This Complaints Procedure

We may update this Complaints Procedure from time to time to reflect changes in our services, operating practices or legal obligations. The most recent version will apply to any new complaint made after the date of publication.