Complaints Procedure for Belgravia Carpet Cleaners

Belgravia Carpet Cleaners is committed to providing reliable, professional cleaning services and clear communication with every customer. This complaints procedure explains how you can raise a concern about our services, how we handle complaints, the timescales you can expect, and what steps are available if you remain dissatisfied.

Our commitment to resolving complaints

We treat all complaints seriously and use them as an opportunity to review and improve our carpet, upholstery and hard floor cleaning services. We aim to:

• Make it easy for you to tell us when something has gone wrong
• Acknowledge and investigate complaints promptly and fairly
• Put things right where we have made a mistake
• Learn from feedback to improve our processes, staff training and service quality

What this complaints procedure covers

This procedure applies to complaints relating to:

• The standard or quality of cleaning work carried out
• The conduct, behaviour or professionalism of our cleaning operatives or office staff
• Damage or potential damage to property during a cleaning visit
• Missed or delayed appointments, or failures in communication
• Billing, quotations and service descriptions that relate to our cleaning work

It does not cover issues that fall outside our services, such as disputes between third parties at a property or matters that must be handled by insurance providers or regulatory bodies. In such cases, we will advise you where possible on the appropriate next steps.

How to make a complaint

If you are unhappy with any aspect of our service, please tell us as soon as possible so we can address it quickly. You can make a complaint verbally or in writing. Providing the following information will help us investigate effectively:

• Your full name and the address where the cleaning was carried out
• The date and approximate time of the service
• A clear description of what went wrong and how it has affected you
• Any photographs or supporting information that may help us understand the issue
• Details of any discussions you have already had with our staff about the matter

You are encouraged to raise any concerns with us within 7 days of the service, especially if your complaint relates to the quality of cleaning work. Timely notification helps us inspect the issue and, where appropriate, return to the property to review and resolve the problem.

Acknowledgement of your complaint

Once we receive your complaint, we will log it in our internal system and assign a member of our management or customer care team to handle it. We will normally acknowledge your complaint within 2 working days. Where the complaint is made verbally, we may confirm our understanding of the issue in writing to avoid any misunderstanding.

How we investigate complaints

Our investigation will depend on the nature of the complaint but may include the following steps:

• Reviewing your booking details, service notes and any relevant photographs
• Speaking to the cleaning operative or team who attended the property
• Requesting additional information or evidence from you, if needed
• Where appropriate, arranging a revisit to inspect the area in question

We aim to conduct all investigations fairly, objectively and without unnecessary delay. Our focus is on understanding what happened, whether our service fell below our expected standards, and what we can reasonably do to address the situation.

Response times and outcomes

We aim to provide a full response to most complaints within 10 working days from the date of acknowledgement. If a complaint is complex or requires further investigation, such as property damage assessments or multiple staff interviews, we will keep you informed and provide an updated timescale.

Our final response will explain:

• Our understanding of your complaint
• The findings of our investigation
• Any actions we propose to take to resolve the issue

Depending on the circumstances, possible outcomes may include:

• An apology and explanation
• A re-clean of specific areas, where appropriate
• A partial or full refund for the affected service, where justified
• A goodwill gesture
• Internal training or process changes to prevent a recurrence

Complaints about property damage

If you believe damage has occurred during our visit, please inform us as soon as possible and, where safe to do so, do not attempt to repair the item before we have had the opportunity to review it. We may request photographs and a description of the damage, and in some cases may need to inspect the item in person. Where appropriate, we may also request estimates or professional assessments to help determine the best way to resolve the issue in line with our terms and conditions and any relevant insurance arrangements.

If you remain dissatisfied

We aim to resolve complaints directly and amicably. If you remain dissatisfied after receiving our final response, you may request that your complaint is reviewed by a senior member of our management team. They will reconsider the information provided, the outcome reached, and whether any further steps are reasonable or appropriate.

While we cannot guarantee that we will always agree with your preferred outcome, we commit to explaining clearly the reasons for our decision and any options still available to you.

Confidentiality and data protection

All complaints are handled in confidence and in accordance with data protection laws. Information will only be shared internally with staff who need it to investigate and resolve the matter. We retain complaint records for a reasonable period to help monitor service quality, training needs and recurring issues.

Continuous improvement

Feedback from our customers, including complaints, is an essential part of maintaining high standards in our carpet and upholstery cleaning services. We regularly review complaint trends, outcomes and customer comments to identify areas where we can improve our booking processes, cleaning methods, equipment, staff training and communication.

By following this complaints procedure, Belgravia Carpet Cleaners aims to deal with any concerns fairly, consistently and in a way that maintains trust in our services across our operating area.