Brent Carpet Cleaners Complaints Procedure
Brent Carpet Cleaners is committed to delivering high quality carpet, rug and upholstery cleaning services and to resolving any concerns in a fair, transparent and timely way. This complaints procedure explains how you can raise an issue with us, what information we need, and how we will manage, investigate and respond to your complaint.
Our Commitment to You
We aim to put customers at the centre of everything we do. If something goes wrong, we want to know about it so we can put matters right where possible and improve our service in the future. We will treat every complaint seriously, with courtesy and respect, and will do our best to provide a clear explanation and outcome.
We will always seek to:
• Make it easy for you to tell us about a problem with our cleaning services.
• Acknowledge your complaint and keep you informed throughout the process.
• Investigate your concerns carefully and impartially.
• Offer a fair resolution where a complaint is upheld.
• Use feedback to improve our processes, training and service standards.
What Counts as a Complaint
A complaint is any expression of dissatisfaction about our cleaning services, our team members, or the way we have handled a previous query, where you would like a response or resolution. This may include, for example:
• Concerns about the quality or results of carpet, rug, upholstery or hard floor cleaning.
• Issues related to punctuality, conduct or attitude of cleaning staff.
• Problems with booking, scheduling, access or communication.
• Disagreements about pricing, estimates or invoicing for cleaning work.
• Damage or suspected damage to property during the course of our work.
If you are unsure whether your issue is a complaint, you are welcome to raise it with us and we will treat it under this procedure if appropriate.
How to Make a Complaint
You can make a complaint in writing or verbally. Written complaints help us to keep an accurate record of the details and reduce the chance of misunderstanding, so we encourage written communication where possible.
When you contact us, please include:
• Your full name and the address where the service was carried out.
• The date of the cleaning appointment and, if known, the time or time slot.
• A clear description of what went wrong or why you are dissatisfied.
• Any relevant photos or notes that illustrate the issue, such as areas you believe were missed, staining that has reappeared, or damage you believe occurred during cleaning.
• Details of any discussions you have already had with a member of our team about the issue.
• What outcome you are seeking, for example a further visit, explanation, partial refund or another form of resolution.
Although there is no strict time limit, we recommend raising complaints as soon as possible after the service so that we can inspect any concerns promptly and assess the situation accurately.
Our Complaints Handling Process
We aim to deal with complaints as quickly and efficiently as possible while ensuring a thorough review.
1. Acknowledgement
We will acknowledge your complaint and let you know that it has been received and is being investigated. If we need any further information or clarification, we will ask for it at this stage.
2. Investigation
A manager or senior representative of Brent Carpet Cleaners will review the details of your complaint, including any supporting photos or notes and our own records of the job. Where appropriate, we may arrange a follow-up visit to inspect your carpets, rugs, upholstery or other surfaces in person.
3. Response and Outcome
Once we have completed our investigation, we will explain our findings and the reasons for our decision. Where we agree that our service has fallen short of our standards, we will propose a suitable form of resolution. Depending on the circumstances, this may include, for example:
• Additional cleaning or re-cleaning of specific areas.
• A gesture of goodwill or partial refund, where justified.
• An explanation and guidance for future cleaning or maintenance where issues are outside our control.
We will always aim to provide a clear and respectful response, whether or not the complaint is upheld.
Timescales for Handling Complaints
We aim to acknowledge all complaints promptly and to provide a full response as soon as we reasonably can. The time required will depend on the complexity of the issue, the availability of any necessary inspections and our need to gather accurate information.
If we anticipate that our investigation will take longer than usual, we will let you know and provide an updated timescale. We will keep you informed of progress until a final response is given.
Follow Up and Further Steps
If you are not satisfied with our initial response, you may ask for your complaint to be reviewed by a more senior member of our management team. They will reconsider the information available, along with any further details you wish to provide, and will issue a final internal decision.
Our aim at all times is to reach a fair and reasonable outcome through open dialogue and by taking your concerns seriously.
Using Complaints to Improve Our Service
Brent Carpet Cleaners views complaints and feedback as a valuable opportunity to learn and improve. We review complaints regularly to identify any patterns, training needs or service improvements. This may involve changes to how we plan visits in our service area, how we communicate with customers before and after appointments, or how we train cleaning staff in specialist techniques.
By following this complaints procedure, we seek to ensure that your concerns are handled consistently, respectfully and in a way that supports our ongoing commitment to professional carpet, rug and upholstery cleaning services.
