Complaints Procedure for Brockley Carpet Cleaners

Brockley Carpet Cleaners is committed to providing a reliable and professional cleaning service. We aim to resolve any concerns quickly, fairly and in a way that maintains trust with our customers. This complaints procedure explains how you can raise a complaint about our carpet, rug, upholstery or related cleaning services, and how we will handle it from start to finish.

1. Purpose of this complaints procedure

The purpose of this complaints procedure is to provide a clear and accessible process for customers who are dissatisfied with any aspect of our service. This may include the quality of the cleaning work, conduct of staff, appointment issues, or how we have communicated with you. Our goal is to understand what went wrong, put things right where possible, and learn from the experience to improve our services across the area we cover.

2. What we define as a complaint

A complaint is any expression of dissatisfaction, whether verbal or written, where a customer expects a response or resolution. This can include, but is not limited to:

• Concerns about the standard or outcome of a cleaning service
• Issues with punctuality, missed appointments or late cancellations
• Concerns about the behaviour, attitude or professionalism of our team members
• Problems with quotations, invoices or payment arrangements
• Any situation where you feel we have not met the level of service you reasonably expected

We encourage you to raise concerns as soon as possible so that we have the best chance to investigate thoroughly and resolve them promptly.

3. How to make a complaint

You can make a complaint in the way that is most convenient for you. You may raise your complaint verbally with a member of our team during or after a visit, or you may contact our office in writing. When you make your complaint, please provide as much detail as possible, including:

• Your full name and the address where the service was carried out
• The date and approximate time of the service
• A clear description of what went wrong or why you are dissatisfied
• Any relevant photographs or notes that help explain the issue
• How you would ideally like us to resolve the matter

This information helps us to review what happened and to respond in a timely and informed way.

4. Initial acknowledgement and timescales

We aim to acknowledge all complaints as soon as reasonably possible. In our acknowledgement, we will confirm that we have received your complaint, explain the next steps and provide an estimated timeframe for a full response. For most complaints, we aim to provide a detailed response within ten working days. If the complaint is more complex or requires further investigation, we will keep you updated on our progress and provide a revised timescale where necessary.

5. Investigation of your complaint

Once we receive your complaint, we will review the details carefully and carry out an investigation. Depending on the nature of the complaint, this may include:

• Speaking with the cleaning team members who attended your property
• Reviewing notes, job records and service instructions relating to your booking
• Considering any photographs or evidence provided by you
• Assessing whether our agreed processes and standards were followed

We approach each complaint with an open mind and aim to understand both what happened and why it happened. Our priority is to deal with each matter fairly and consistently.

6. Our response and possible outcomes

After we have completed our investigation, we will provide a clear response explaining:

• Our understanding of your complaint
• The steps we took to investigate
• Our decision and the reasons for it
• Any actions we will take to put things right, where appropriate

Depending on the circumstances, possible outcomes may include:

• An apology and explanation where we have fallen short of our standards
• A return visit to re-clean certain areas, where reasonable and practical
• A partial or full adjustment of charges, where justified
• Changes to our internal processes, staff training or guidance to prevent similar issues in future

We will always aim to reach an outcome that is fair to both you and Brockley Carpet Cleaners.

7. If you are not satisfied with the outcome

If you are unhappy with our initial decision or feel that your complaint has not been fully addressed, you may ask for a further review. In this case, a senior member of our management team who was not directly involved in the original investigation will re-examine the complaint, the evidence, and the steps already taken. They will then provide a final response, normally within ten working days of receiving your request for a review. This final response will outline our position and any further actions we can reasonably take.

8. Our commitment to fairness and respect

We treat every complaint seriously and respectfully. We will never refuse to consider a complaint simply because it is inconvenient or critical. We expect our staff to remain polite, professional and objective throughout the process. In return, we ask customers to communicate with our team in a respectful manner. Where communication becomes abusive or threatening, we may restrict the way we interact, while still seeking to address the issues raised as appropriately as possible.

9. Learning from complaints

Complaints provide valuable feedback that helps us to improve our services for all customers in our service area. We regularly review complaints to identify any recurring themes or areas where our cleaning practices, customer care or scheduling systems can be strengthened. Where appropriate, we adjust our training, procedures and quality checks to reduce the likelihood of similar issues arising in the future.

10. Data protection and confidentiality

All complaints are handled in line with our data protection obligations. Information about your complaint will be kept confidential and will only be shared with staff who need it to investigate and resolve the issue. We retain complaint records for an appropriate period so that we can monitor trends, demonstrate how we handled specific cases, and continue to refine our service.

11. Continuous improvement

Brockley Carpet Cleaners values your feedback, whether positive or negative. By following this complaints procedure, we aim to provide a transparent, consistent and fair approach for every customer. We are committed to reviewing this procedure regularly to ensure it remains effective, clear and supportive of the high standards we aim to deliver in every cleaning appointment.