Roehampton Carpet Cleaning Complaints Procedure

Roehampton Carpet Cleaning is committed to providing a reliable, professional and courteous cleaning service for homes and businesses in our service area. We recognise that, on occasion, things may not go as planned. When that happens, we want to hear from you so that we can put matters right quickly and use your feedback to improve our services.

This complaints procedure explains how you can raise a concern about our carpet, upholstery or related cleaning services, what you can expect from us at each stage, and the timescales we aim to follow. Our goal is to deal with every complaint fairly, consistently and transparently.

Scope of this complaints procedure

This procedure covers complaints relating to any cleaning service carried out by Roehampton Carpet Cleaning, including but not limited to carpet cleaning, rug cleaning, upholstery cleaning, stain treatment and related work performed at residential or commercial premises within our operating area.

You may use this procedure to complain about issues such as service quality, conduct of staff attending your property, adherence to agreed appointment times, damage or alleged damage in connection with our work, or problems with communication or administration relating to your booking.

Our complaints principles

When you raise a complaint, we will aim to:

Listen carefully to your concerns and treat you with respect at all times.

Take your complaint seriously and investigate it objectively.

Acknowledge any mistakes we have made and explain what went wrong in clear language.

Put things right wherever reasonably possible, including carrying out remedial work when appropriate.

Learn from the situation to improve the way we deliver cleaning services in the future.

How to make a complaint

You can raise a complaint in the way that is most convenient for you. You may tell our cleaning technician while they are on site, contact our office team, or write to us setting out the details of your concerns. Please clearly mark your message as a complaint so that it can be handled under this procedure.

To help us investigate your complaint thoroughly and efficiently, please provide the following information where possible:

Your full name and the address where the cleaning service was carried out.

The date of the appointment and the type of cleaning service booked.

A clear description of what went wrong, including any relevant times, rooms or items affected.

Any photographs or other information that may help us understand the issue, especially where you believe damage has occurred.

What outcome you are seeking, such as clarification, an apology, a revisit or another remedy you consider appropriate.

Stage one: Initial response and informal resolution

In many cases, we can resolve a concern quickly at the first point of contact. If you raise an issue with the cleaning technician on the day, they will try to address it immediately where it is safe and reasonable to do so.

If you contact our office with a complaint, we will aim to acknowledge your message as soon as reasonably practical. A team member may contact you to gather more information, ask follow-up questions and clarify the outcome you are seeking.

We will then review the details, including any notes from the technician and photographs if available. Where appropriate, we may offer a prompt solution such as further cleaning, a partial re-clean of affected areas, an explanation of limitations of the service, or another practical remedy. Our priority at this stage is to resolve your complaint informally to your satisfaction.

Stage two: Formal investigation

If you are not satisfied with the outcome of the initial response, or if your complaint raises more complex issues, you may request that it is considered as a formal complaint. This will usually be handled by a manager or supervisor who was not directly involved in the original work, to ensure a fair and objective review.

During the formal investigation, we may:

Review job records, booking details and communication related to your appointment.

Speak with the technician or staff involved.

Ask you for further information or supporting evidence where necessary.

Consider relevant industry standards and reasonable expectations for domestic and commercial cleaning services in our area.

We will aim to complete our investigation and send you a written response setting out our findings and any proposed resolution. In that response we will explain whether we uphold your complaint in full, in part, or not at all, and why we have reached that conclusion.

Possible outcomes and remedies

Depending on the nature of the complaint and the outcome of our investigation, possible remedies may include, where appropriate:

A clear explanation and, where justified, an apology.

Further cleaning work or a re-clean of specific areas.

Practical steps to prevent a similar issue occurring on future visits.

Other remedies that we consider fair and proportionate in the circumstances.

Where a complaint concerns alleged damage to items or property, we will review the situation carefully, taking into account the condition of the item before cleaning, the information provided to us at the time of booking, the instructions given to the technician and any manufacturer or care guidelines for the surface or fabric. Any remedy offered will reflect our assessment of responsibility, the age and condition of the item and the reasonable limits of cleaning processes.

Time limits for complaints

We encourage customers to tell us about any concerns as soon as possible after the service has been carried out. Prompt notification makes it easier to investigate what happened and, where appropriate, arrange timely remedial work.

While we will always consider complaints made in good faith, delays in notifying us may affect the options realistically available to resolve the issue, especially where further use of carpets, rugs or upholstered items may have changed their condition after our visit.

Continuous improvement

Roehampton Carpet Cleaning values all feedback, including complaints, as an important tool for improving the way we work across our service area. We review complaint outcomes regularly to identify any recurring themes, training needs or process changes that could enhance service quality and customer satisfaction.

By following this complaints procedure, we aim to handle every concern in a way that is fair, timely and respectful, while ensuring that lessons learned are built into our ongoing staff training and service development.

If you have any questions about this complaints procedure or would like clarification on how it applies to a particular situation, you are welcome to contact us and we will be happy to explain further.