Complaints Procedure

Complaints Procedure for Surrey Carpet Cleaning Customers

Surrey Carpet Cleaning is committed to providing reliable, professional cleaning services and a positive customer experience. We recognise that, on occasion, you may feel that our service has not met your expectations. This complaints procedure explains how you can raise a concern, how we will respond, and what you can expect from us throughout the process.

Our Commitment to Handling Complaints

We take all complaints seriously and use them as an opportunity to review and improve our services. Our aims when dealing with a complaint are to:

Listen carefully to your concerns and understand what has gone wrong from your perspective.

Investigate the matter in a fair, thorough, and timely way.

Provide a clear explanation of our findings and any actions we will take.

Put things right where we reasonably can and learn from the outcome.

What This Procedure Covers

This complaints procedure applies to all residential and commercial customers of Surrey Carpet Cleaning and covers issues relating to:

The standard or quality of cleaning work carried out.

Conduct, behaviour, or professionalism of our cleaning staff or representatives.

Appointments, punctuality, access, or service delivery arrangements.

Charges and billing, where they relate to work we have performed.

Communication with our office or field teams.

Complaints relating to safety, property, or damage are also covered and will be treated with particular care and urgency.

How to Make a Complaint

You can raise a complaint in writing or verbally. When submitting a complaint, please provide as much detail as possible so that we can investigate effectively. It is helpful if you include:

Your full name and the address where the cleaning was carried out.

The date of the service and, if known, the name of the operative who attended.

A clear description of what went wrong and how it has affected you.

Any relevant photographs or information about damage, stains, or unfinished work.

Any steps already taken to resolve the issue informally with our team.

We encourage customers to raise concerns as soon as possible after the service so that we can investigate while details are still fresh and, where appropriate, revisit the property if this is necessary and practical.

Initial Acknowledgement of Your Complaint

Once you have contacted us with your complaint, we will acknowledge it as soon as we reasonably can. In our acknowledgement, we will:

Confirm that we have received your complaint.

Explain the next steps in the complaints process.

Provide an estimated timescale for our investigation and response.

If we need more information from you to understand the issue, we may ask additional questions or request photographs or supporting evidence.

How We Investigate Complaints

Our investigation will be proportionate to the nature and seriousness of your complaint. Depending on the circumstances, we may:

Review job records, booking details, and any notes from our operatives.

Speak to the cleaning operative or team who attended your property.

Ask you for further information or clarification if anything is unclear.

Arrange a follow up visit to inspect the area or work in question, where appropriate.

Consider whether our internal procedures were followed and whether any training or guidance is required.

We aim to approach all complaints in a fair and balanced way, considering the information from both you and our team.

Timescales for Response

We aim to resolve most complaints as quickly as possible. Where an immediate resolution is not possible, we will keep you informed of our progress. Our goal is to provide a full written or verbal response within a reasonable timeframe from the date we receive all the information we need to investigate.

If, for any reason, we are unable to respond within the estimated timescale, we will tell you why and provide a revised timescale.

Our Response and Possible Outcomes

Once we have completed our investigation, we will explain the outcome to you clearly and respectfully. Our response may include:

A summary of the complaint and the issues you raised.

Details of the investigation steps we have taken.

Our findings and whether we agree that the service fell below our usual standards.

Any actions we propose to take to put things right, where appropriate.

Actions may include, where reasonable and justified by the circumstances:

Offering a re clean of the affected area.

Providing advice or aftercare guidance for carpets, rugs, or upholstery.

Discussing a partial or full refund, where warranted by the findings.

Implementing internal training or process changes to prevent similar issues.

If You Are Not Satisfied With the Outcome

If you remain unhappy after receiving our response, you may ask us to review your complaint again. When requesting a review, please explain which parts of our response you disagree with and why. We will then re examine the matter, which may include a further review of the evidence and, where possible, consideration by a different member of our management team.

We will provide a final response once this review is completed. At this stage, we will explain our position clearly and confirm whether any further action will be taken.

Damage, Loss, and Insurance

In the event that you believe our work has caused damage to your property or belongings, please tell us as soon as you become aware of the issue. Where possible, do not dispose of any damaged items before we have had a reasonable opportunity to inspect them or review photographs. We will examine the circumstances and, where appropriate, consider whether the issue should be dealt with under our insurance arrangements or through another agreed solution.

Confidentiality and Data Protection

All complaints are handled in confidence. Information you provide will be used only for the purpose of investigating and resolving your complaint and for improving our services. We will handle your personal data in accordance with applicable data protection requirements.

Continuous Improvement

Surrey Carpet Cleaning values feedback and views complaints as an important source of information about how we can improve our carpet, upholstery, and floor cleaning services for customers across our service area. We periodically analyse complaints to identify patterns and take steps to enhance our training, quality control, and customer service practices.

This complaints procedure is kept under regular review to ensure that it remains clear, fair, and effective for all Surrey Carpet Cleaning customers.