Lambeth Carpet Cleaners Complaints Procedure

At Lambeth Carpet Cleaners we are committed to providing a professional and reliable carpet and upholstery cleaning service. We aim to deliver consistent quality on every visit, but we recognise that occasionally things may not go as expected. When this happens, we want to know so we can put it right and improve our service for the future.

Our commitment to handling complaints

This Complaints Procedure explains how you can raise a concern about any aspect of our cleaning services and what you can expect from us in response. We will treat all complaints seriously, fairly and confidentially, and we will always seek to resolve issues as quickly and constructively as possible.

We use feedback and complaints to review our work, update our training and refine our cleaning processes across the local areas we serve.

What can be considered a complaint

A complaint is any expression of dissatisfaction about our services, staff, communication or the way a booking has been handled, where you would like a response or resolution. This may include concerns about:

• The standard or outcome of a carpet, rug or upholstery clean
• Damage you believe occurred during a cleaning visit
• Missed or incomplete work during a scheduled appointment
• Conduct, attitude or behaviour of any member of our team
• Delays, cancellations or issues with bookings and arrival times
• Inaccurate information provided before or after a service
• The way a previous complaint or query has been handled

Raising a complaint

You can make a complaint verbally or in writing, whichever is easier for you. We encourage you to raise your concerns as soon as possible after the service, particularly if your complaint relates to cleaning quality or possible damage, so we can assess the situation accurately.

Please provide the following information when making a complaint:

• Your full name and the address where the service was carried out
• The date and approximate time of the cleaning visit
• A clear description of what went wrong and what you are unhappy about
• Any relevant details, such as the specific room, item or area affected
• Any steps already taken to resolve the issue with our team on site
• How you would ideally like us to resolve the matter

Timescales for complaints

We will acknowledge your complaint as soon as reasonably practicable. Where possible we will provide an initial response within a few working days. For more complex matters that require investigation, we may need additional time, but we will keep you informed of our progress and expected timescales.

To help us investigate fairly and thoroughly, we ask that complaints relating to the quality of cleaning or potential damage are reported within a reasonable time frame from the date of service.

How we investigate complaints

Once we receive your complaint, we will:

• Review the information you have provided, along with any relevant booking records
• Speak to the cleaner or team members who attended your property, where appropriate
• If necessary, arrange to revisit the property to inspect the area of concern
• Consider whether our procedures, products or equipment may have contributed to the issue
• Assess whether any further cleaning, repair, compensation or other remedy may be appropriate

We will always aim to be objective and to consider both your account and that of our team so that we can reach a fair outcome based on the facts available.

Outcomes and resolution

After investigating your complaint, we will explain our findings and any actions we propose to take. Depending on the circumstances, possible outcomes may include:

• An apology and explanation of what went wrong
• A return visit to re-clean specific areas at no additional cost
• Practical advice on aftercare, drying times or stain treatment
• A goodwill gesture or partial refund, where appropriate
• In rare cases, consideration of contribution towards repairs if damage is clearly attributable to our work

All outcomes are assessed on a case-by-case basis, taking into account our terms and conditions, the nature of the work, any pre-existing issues and the information provided by both you and our team.

If you are still unhappy

If you are not satisfied with the initial outcome, you may ask for your complaint to be reviewed. Where possible, this review will be carried out by a senior member of staff who was not directly involved in the original investigation. They will reassess the information and may contact you for further details before making a final decision on behalf of Lambeth Carpet Cleaners.

Your responsibilities

We aim to work cooperatively with all customers. To help us resolve your complaint effectively, we ask that you:

• Provide accurate and complete information about the issue
• Allow our team reasonable access to inspect and, where appropriate, rectify the problem
• Follow any aftercare or safety guidance given for carpets, rugs and upholstery
• Communicate with our staff courteously and respectfully at all times

Using complaints to improve our service

Every complaint is an opportunity for us to review how we operate and how we can better serve homes and businesses in our area. We monitor the nature and frequency of complaints and use this information to:

• Update training for our cleaning technicians
• Review and refine our cleaning methods and products
• Improve our booking and communication processes
• Strengthen our quality checks before and after visits

Changes to this Complaints Procedure

We may update this Complaints Procedure from time to time to reflect changes in our services, internal processes or relevant regulations. Any updated version will replace previous versions and will apply to new complaints from the date of publication.

Lambeth Carpet Cleaners values your feedback and the trust you place in us to look after your soft furnishings. If you have a concern about any part of our service, please use this procedure so we can address it promptly and professionally.