Complaints Procedure for Bermondsey Carpet Cleaning

Bermondsey Carpet Cleaning is committed to providing professional, reliable and courteous carpet, rug and upholstery cleaning services. We take all concerns seriously and view feedback, including complaints, as an important way to improve our services. This complaints procedure explains how you can raise a complaint, how we will respond, and what you can expect at each stage of the process.

Our Commitment to You

We aim to resolve any dissatisfaction as quickly and fairly as possible. When you contact us with a complaint, we will:

Listen carefully to your concerns, treat you with respect and courtesy, and keep your information confidential and secure. We will aim to resolve most issues informally at the earliest opportunity and explain our decisions clearly in plain language. Where appropriate, we will use feedback from complaints to review and improve our carpet and upholstery cleaning practices, staff training, and customer care procedures.

What Counts as a Complaint

A complaint is any expression of dissatisfaction about our services or the way they have been delivered that requires a response. This can include concerns about the quality or outcome of a cleaning visit, punctuality or conduct of cleaning staff, communication before or after a booking, adherence to agreed quotations or scope of work, or how a previous concern or query was handled.

If you are unsure whether your issue is a complaint or a request for information, you are welcome to contact us and we will guide you through the most appropriate next steps.

How to Make a Complaint

You can raise a complaint using whichever method is most convenient for you. You may contact us by phone, in writing by post, or through the contact form on our website. When making a complaint, please provide your full name, the service address, the date of the cleaning appointment or incident, a clear description of what went wrong, and what outcome you are seeking if you have a preferred resolution in mind.

Providing photographs, invoices, or any other relevant information can help us to understand the issue and investigate it more effectively, especially for concerns about visible results after cleaning or potential damage.

Timeframes for Raising a Complaint

We encourage customers to raise any concerns as soon as possible after the service has taken place, ideally within seven days. For issues such as re-soiling, staining, or damage that may not be immediately apparent, please contact us as soon as you notice the problem. Prompt notification helps us investigate accurately and, where appropriate, visit the property to assess the situation in person.

Informal Resolution

Many complaints can be resolved informally at the first point of contact. Our aim is to address straightforward issues immediately or within a short timeframe. In such cases, we may offer to:

Clarify information about the work carried out, arrange a re-visit to inspect or rectify a problem where appropriate, or provide guidance on aftercare that may help improve the results of the cleaning. If you are satisfied with the outcome, the matter will be closed. If you remain unhappy, you may request that your complaint be treated under the formal procedure.

Formal Complaints Procedure

If your complaint cannot be resolved informally, or if it is of a more serious nature, it will follow our formal process. Your complaint will be acknowledged as soon as reasonably possible. In this acknowledgement we will confirm that we have received your complaint and explain the next steps and expected timescales.

A member of our management team will review the details of your complaint, examine any records related to the service such as booking details, job notes, and staff reports, and where necessary contact you to request further information or arrange an inspection visit. We will aim to provide a written outcome within a reasonable timeframe, setting out our findings, any actions we propose to take, and the reasons for our decision.

Possible Outcomes and Remedies

Where our investigation finds that we could have provided a better standard of service, we will look for a fair and proportionate remedy. This may include offering a re-clean of the affected area where suitable, practical advice on addressing any remaining issues, or, in some cases, a partial or full refund as appropriate to the circumstances.

If we find that our service met agreed standards and industry practices, we will explain this clearly and provide any supporting information that may help you understand our position. Whether or not your complaint is upheld, we appreciate the feedback and may use it to refine our systems, equipment choices, or customer communication.

Escalating Your Complaint

If you are not satisfied with the outcome of the formal investigation, you may request that the complaint be reviewed at a higher level within Bermondsey Carpet Cleaning. A senior member of our team, who was not directly involved in the original decision, will re-examine the case, including all relevant evidence and any additional information you provide. We will then send you a final response setting out our conclusions and any further actions we propose to take.

Confidentiality and Data Protection

All complaints are handled in confidence. Information you share with us will only be used for the purpose of investigating and resolving your complaint, improving our cleaning services, and meeting our legal and regulatory obligations. Any personal data will be processed in line with our privacy and data protection responsibilities.

Continuous Improvement

Bermondsey Carpet Cleaning regularly reviews patterns and themes arising from customer complaints and feedback across our service area. These reviews help us identify training needs, update our cleaning methods and equipment, and improve how we communicate with customers before, during and after appointments. By raising your concerns, you help us maintain and improve the quality and reliability of our carpet cleaning, upholstery cleaning, and related services for all customers.