Complaints Procedure
Complaints Procedure for Hounslow Carpet Cleaners
Hounslow Carpet Cleaners is committed to providing reliable, professional carpet and upholstery cleaning services across our local service area. We aim to deliver work to a high standard on every visit. If you are not satisfied with any part of our service, we want to hear from you so we can put things right and improve for the future.
This page explains how you can raise a complaint, how we will handle it, and what you can expect from us at each stage of the process.
Our Approach to Complaints
We treat all complaints seriously and see them as an opportunity to improve the way we operate. Our key principles are:
We make it simple to raise a concern about any cleaning service we have provided. We aim to acknowledge complaints promptly and investigate them fairly and thoroughly. We try to resolve issues as quickly as possible, usually with the person who carried out or arranged the work. We keep you informed about progress and our findings. We use feedback to review our systems, staff training and quality standards.
What You Can Complain About
You can raise a complaint about any part of our carpet, rug, upholstery or related cleaning services, including:
The standard or quality of the cleaning work carried out in your home or business. The conduct, attitude or behaviour of any member of our team while on your premises. Failure to arrive within an agreed time window, where this has not been communicated. Any damage you believe has been caused during the cleaning process. How your booking, rescheduling or cancellation was handled. Any aspect of our customer service, communication or invoicing.
This procedure covers complaints from domestic customers and commercial clients who use our cleaning services in our operating area.
How to Raise a Complaint
If you are unhappy with our service, please let us know as soon as possible. It is usually easier to resolve issues quickly when they are raised close to the time of the clean.
You can contact us through our usual communication channels with the following details:
Your full name and the address where the cleaning took place. The date of the service and, if known, the name of the cleaner or team. A clear description of what went wrong or why you are not satisfied. Any photographs or notes that help explain the issue, such as marks left after cleaning or areas missed. What you would ideally like us to do to resolve the matter, for example, a re-clean or an explanation.
You do not need to quote policy names or legal terms. A clear, factual description in your own words is sufficient.
Stage One – Initial Resolution
In the first instance, we aim to resolve complaints informally and quickly. A member of our team will review your message and may contact you to ask for further information. Where appropriate, we may offer:
A detailed explanation of what happened and why. Practical steps to put things right, such as a re-clean of the affected areas. Advice on aftercare where this may have contributed to the issue. A goodwill gesture, where we consider this appropriate in the circumstances.
We aim to respond to most complaints at this stage within a reasonable timeframe, taking into account the nature and complexity of the issue.
Stage Two – Formal Investigation
If you remain dissatisfied after the initial response, you can ask for your complaint to be reviewed at a more formal level.
At this stage, we will:
Review all the information you have provided and any notes from the initial handling. Speak with the cleaner or staff members involved, where relevant. Review our job records, checklists and internal procedures relating to your booking. Consider whether our usual standards and procedures were followed.
We will then send you a written response explaining:
Our understanding of your complaint. The steps we have taken to investigate it. Our findings and any conclusions we have reached. Any further actions we propose to take to resolve the matter.
Timeframes for Handling Complaints
We aim to acknowledge complaints promptly and to resolve most issues as quickly as reasonably possible. The time we need will depend on the nature of the complaint, the availability of staff for comment, and whether we need to visit your property again to inspect the work.
If we believe an investigation will take longer than normal, we will let you know and provide an indicative timeframe and an update when we are able.
Possible Outcomes and Remedies
Depending on the circumstances, we may offer one or more of the following outcomes:
A clear explanation of what happened and, where appropriate, an apology. A return visit to carry out further cleaning work on the affected areas. Advice on maintenance or aftercare where this will help improve results. A partial or full adjustment to your invoice, where we consider this appropriate and justified.
Each complaint is considered on its own facts. We will always aim to be fair and reasonable in light of the information available.
Your Responsibilities as a Customer
To help us investigate and respond effectively, we ask that you:
Raise your concerns as soon as possible after the service has taken place. Provide clear and accurate information about what went wrong. Allow us reasonable access to your property if we need to inspect the work. Treat our staff with respect while your complaint is being reviewed.
Where issues arise due to factors beyond our control, such as pre-existing damage, wear, or failure to follow aftercare instructions, we will explain this clearly.
Confidentiality and Data Protection
All complaints are handled in confidence. Information about you and your property is only shared within our company with those who need it to investigate and resolve the complaint, or where we are required to share information for legal or regulatory reasons.
Reviewing This Complaints Procedure
We review our complaints procedure regularly to ensure it remains clear, fair and effective. Feedback from customers across our service area is used to improve our cleaning practices, staff training and quality control so that we can continue to provide a dependable carpet cleaning service.
If you have any questions about this procedure, please contact us and we will be happy to explain any part of it in more detail.
