Richmond Carpet Cleaners Complaints Procedure
Richmond Carpet Cleaners is committed to providing professional and reliable carpet, upholstery, and floor cleaning services. We recognise that occasionally things may not go as planned, and we welcome feedback to help us improve. This complaints procedure explains how you can raise a concern about our services, what you can expect from us, and how we will work with you to reach a fair outcome.
Purpose of This Complaints Procedure
The purpose of this procedure is to provide a clear and fair process for resolving any concerns or complaints you may have about our cleaning services, our team, or how we have handled your booking. Our aims are to:
• Make it easy for you to tell us if something has gone wrong.
• Respond promptly, politely, and professionally.
• Investigate the matter thoroughly and objectively.
• Put things right wherever reasonably possible.
• Learn from complaints to improve our services across our operating areas.
What Counts as a Complaint
A complaint is any expression of dissatisfaction about our services, whether it relates to the quality of cleaning, conduct of staff, communication, scheduling, or how we have handled a previous issue. You do not need to use the word “complaint” for this procedure to apply; if you are unhappy and want a response, we will treat it as a complaint.
Examples of issues that may be handled under this procedure include:
• Concerns about the standard of carpet or upholstery cleaning.
• Damage alleged to have been caused during a visit.
• Missed or significantly delayed appointments.
• Behaviour, attitude, or professionalism of team members.
• Problems with booking, billing, or service descriptions.
How to Make a Complaint
You can raise a complaint in writing or by speaking with us directly. While we will accept complaints made in any reasonable way, we encourage written complaints where possible, as this helps avoid misunderstandings and allows us to keep a clear record of what has happened.
When submitting a complaint, please provide as much detail as you can, including:
• Your full name and the address where the cleaning was carried out.
• The date of the service and approximate time of the visit.
• A description of what went wrong or what you are unhappy with.
• Any relevant photographs or supporting information.
• What outcome you would like, where applicable.
Time Limits for Raising a Complaint
To help us investigate effectively, we ask that you raise any concerns as soon as possible after the service has been provided. In most cases, we will only be able to fully investigate issues reported within a reasonable time frame after the cleaning appointment, particularly where the complaint relates to the condition of carpets, rugs, upholstery, or hard floors.
How We Will Handle Your Complaint
We aim to make the complaints process straightforward and transparent. Once we receive your complaint, it will usually go through the following stages:
1. Acknowledgement
We will acknowledge your complaint as soon as we can. If your complaint is made in writing, we will confirm that we have received it and provide an approximate timescale for our response.
2. Initial Review
A member of our management team will review the details of your complaint, any notes from the original booking, and any information provided by the cleaners who attended your property. Where appropriate, we may contact you to clarify points or request additional information.
3. Investigation
We will carry out a fair and proportionate investigation. This may include speaking to the staff involved, reviewing photographs or other evidence, and, in some cases, arranging to revisit the property to inspect the area of concern.
4. Response and Proposed Resolution
Once the investigation is complete, we will set out our findings and explain any action we propose to take. Depending on the nature and outcome of the complaint, this may include:
• Providing a further cleaning visit where appropriate.
• Offering practical advice on aftercare or maintenance.
• Offering a partial or full refund where justified.
• Explaining why we do not believe a particular remedy is appropriate.
We will always try to reach an outcome that is fair to you and to our business, based on the evidence available.
Timescales for Responding
We aim to resolve most complaints promptly. Simple issues may be resolved within a few working days, while more complex matters may take longer. If we are unable to provide a full response within the initial timescale we have indicated, we will let you know and keep you updated on progress.
If You Are Not Satisfied With the Outcome
If you feel that your complaint has not been resolved to your satisfaction, you may ask for your case to be reviewed by a senior member of our management team. When requesting a review, please explain why you are unhappy with the initial response and what you believe would be a fair resolution.
The senior review will focus on whether the complaint was properly investigated, whether relevant information was considered, and whether the outcome was reasonable in all the circumstances. After this review, we will provide you with a final position on your complaint.
Our Commitment to Fairness and Improvement
Richmond Carpet Cleaners treats all complaints seriously and uses them to improve staff training, customer communication, and the quality of our cleaning services across our service areas. We will never refuse service or treat you unfavourably because you have made a complaint in good faith.
By following this procedure, we aim to ensure that any concerns are dealt with respectfully, efficiently, and consistently, and that you feel listened to throughout the process. Your feedback is important to us, and we appreciate the opportunity to resolve any issues and continue to earn your trust.
