Hammersmith Carpet Cleaning Complaints Procedure
Hammersmith Carpet Cleaning is committed to providing professional carpet, upholstery and floor cleaning services and to resolving any concerns fairly, promptly and transparently. 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.
Purpose of this complaints procedure
The purpose of this procedure is to give all customers a clear route to raise concerns about our cleaning services, our staff, or any aspect of their experience with Hammersmith Carpet Cleaning. We aim to:
Resolve issues as quickly as possible.
Treat all customers with respect and courtesy.
Investigate complaints thoroughly and impartially.
Use feedback to improve our services across our operating areas.
What we define as a complaint
A complaint is any expression of dissatisfaction about the standard of cleaning, conduct of staff, service quality, communication, scheduling, pricing clarity or any other aspect of our work, where you would like a response or resolution.
Examples of complaints include, but are not limited to:
The cleaning of carpets, rugs, upholstery or hard floors does not meet the agreed standard.
Damage is alleged to have been caused during a cleaning visit.
Our team arrived significantly late or failed to attend an appointment without adequate notice.
Conduct or behaviour of a team member is considered unprofessional.
There is confusion or disagreement about the price, scope of work or terms agreed before a service.
How to make a complaint
You can raise a complaint using any of the following methods:
Speaking directly to a team member on site at the time of service, where possible.
Contacting our customer service team through the usual communication channels listed on our main contact information.
Writing to us and clearly marking your message as a complaint.
When submitting a complaint, please provide:
Your full name and preferred contact details.
The service address where the work took place.
The date and approximate time of the service.
A clear description of the issue, including which areas or items were affected.
Any relevant photographs or supporting information that may help our investigation.
Timeframe for raising a complaint
We ask that complaints about the quality of cleaning are raised as soon as reasonably possible, ideally within 48 hours of the service. This enables us to accurately assess the condition of carpets, upholstery or floors and to take appropriate corrective action.
Complaints about billing, communication or staff conduct should also be raised promptly so that we can review records, schedules and internal notes while details remain clear.
Our complaints handling stages
Stage 1: Initial acknowledgement
Once we receive your complaint, we will acknowledge it using your preferred contact method. Our aim is to acknowledge all complaints within two working days. At this stage we may ask for additional information, such as photographs of the affected areas or copies of any written estimates or invoices.
Stage 2: Investigation
Your complaint will be assigned to an appropriate member of our management or customer care team who is not directly involved in the issue. The investigation may include:
Reviewing job records, booking details and service notes.
Speaking with the cleaning operatives who attended your property.
Reviewing any risk assessments or pre-inspection notes, where relevant.
Assessing any photographs or evidence provided.
Arranging a revisit to inspect the property where necessary and agreed.
We aim to complete our initial investigation and provide a substantive response within ten working days. If the matter is complex or requires more time, we will inform you of the revised timescale and keep you updated.
Stage 3: Outcome and resolution
Following the investigation, we will explain our findings and any proposed resolution. Possible outcomes may include, where appropriate:
A complimentary re-clean of specific areas.
A partial refund or adjustment to the invoice.
Guidance on routine maintenance where the issue relates to pre-existing wear or damage.
An explanation where we are unable to uphold the complaint.
Our response will set out the reasons for any decision and the steps we propose to take. We aim to handle all outcomes fairly and consistently across our customer base.
Stage 4: Escalation
If you are not satisfied with the outcome at Stage 3, you may request that your complaint is reviewed by a more senior member of our management team. To do this, please clearly state that you wish to escalate the complaint and explain why you are unhappy with the original decision.
The escalated review will focus on whether the procedure was followed correctly, whether all relevant information was considered, and whether the decision and proposed resolution were reasonable in the circumstances. We will aim to provide a final response within ten working days of your escalation request.
Our commitments to fairness and respect
We treat all complaints seriously and handle them in a professional and respectful manner. We will not tolerate abusive, threatening or discriminatory language directed at our staff. In rare cases where behaviour becomes unreasonable or abusive, we may restrict the methods of communication we will accept, while still seeking to address the substance of the complaint.
Recording and using complaint information
We keep a record of all complaints, investigations and outcomes. This information helps us to:
Monitor the quality and consistency of our carpet and upholstery cleaning services.
Identify patterns or recurring issues across our service area.
Improve training, procedures and customer communication.
Any personal information provided as part of a complaint will be processed and stored in line with our data protection obligations.
Updates to this complaints procedure
This Complaints Procedure may be updated from time to time to reflect changes in our internal processes or legal and regulatory requirements. The most current version will apply to all new and ongoing complaints about our cleaning services.
If you have any questions about this procedure or need help in making a complaint, please contact us using the information provided on our main contact page and our team will be happy to assist you.
