Complaints Procedure
Complaints Procedure for Bermondsey Carpet Cleaners
Bermondsey Carpet Cleaners is committed to delivering reliable, high quality carpet and upholstery cleaning services. We recognise that, on occasion, customers may feel that the service they have received falls short of expectations. This Complaints Procedure explains how to raise a concern, how we will respond, and the steps we will take to put things right where possible.
Our Commitment to Handling Complaints
We treat all complaints seriously and aim to resolve them promptly, fairly and consistently. We view feedback as an opportunity to improve our services, staff training and customer experience. Every complaint will be handled in a respectful, non-confrontational manner, and we will always aim to minimise disruption to you and your property.
What Is a Complaint
A complaint is any expression of dissatisfaction about our cleaning services, our staff, our communication or any part of your experience with Bermondsey Carpet Cleaners, whether it is justified or not. This may include concerns about the quality of carpet, rug, upholstery or hard floor cleaning, punctuality, behaviour of staff, damage to property, or the way a previous concern was handled.
How to Make a Complaint
You can make a complaint in writing or verbally. Written complaints help us keep a clear record of the issue, but we will also accept complaints made in person or by other suitable means. When making a complaint, it is helpful if you can provide the following information so that we can investigate effectively:
The date the service took place and the time of the appointment, the address where the cleaning was carried out, a description of the service booked, such as carpet cleaning, upholstery cleaning, rug cleaning, end of tenancy cleaning or stain removal, a clear description of what went wrong or what you are unhappy about, and any relevant photos, notes or other information that may help us understand the issue.
If your complaint relates to something that may change or worsen over time, such as a stain reappearing or dampness following cleaning, please tell us as soon as possible so we can assess the situation promptly.
Timescales for Raising a Complaint
We request that complaints are raised as soon as reasonably possible after the service. In most cases, issues relating to the standard of cleaning are best reported within 48 hours of the work being completed. This allows us to see the results while they are still recent and to determine what has caused the problem.
Complaints raised after a longer period of time will still be considered, but our ability to fully investigate and offer practical remedies may be reduced if circumstances have changed significantly since the service was provided.
How We Will Handle Your Complaint
Once we receive your complaint, we will record the details and begin our investigation. We aim to acknowledge verbal complaints immediately and written complaints within a reasonable time. Where further information is required, we may contact you to clarify details or to arrange a suitable time to visit the property if a site inspection is needed.
We will review job records, cleaning notes, staff statements and, where applicable, photographs or other evidence. Our investigation will be carried out by a person who was not directly involved in the original service wherever possible, to ensure a fair and objective assessment.
Response and Resolution
After we have investigated your complaint, we will explain our findings and any steps we propose to take. Outcomes may include one or more of the following actions, depending on the circumstances:
An explanation of what happened and, where appropriate, why it occurred; a follow-up visit to re-clean an area that did not meet our usual standards; practical advice on aftercare or maintenance where this may have contributed to the issue; a goodwill gesture where we consider it appropriate; or, in limited circumstances, consideration of a partial or full refund where evidence supports this and no reasonable alternative resolution is possible.
We will always aim to reach a fair outcome based on the information available, the terms agreed at the time of booking and what is reasonably within our control as a cleaning service provider.
Situations That May Limit Remedies
There are some situations in which our ability to offer a remedy may be limited. These can include pre-existing damage, wear or staining that could not reasonably be improved by professional cleaning, issues resulting from failure to follow our aftercare advice, such as walking on damp carpets too soon or using inappropriate products after our visit, and circumstances that arise outside our control, for example building defects, leaks or external contamination after the clean has been completed.
We will always explain clearly if we believe an issue falls outside what our service could reasonably achieve and, where possible, will offer guidance on alternative options.
Escalating a Complaint
If you are not satisfied with the outcome of your complaint at the first stage, you may request that your complaint is reviewed by a more senior member of our team. In doing so, please explain why you remain dissatisfied and what outcome you are seeking. The reviewer will reconsider the information, may contact you for further details, and will provide a final decision on behalf of Bermondsey Carpet Cleaners.
Recording and Using Complaint Data
We keep a record of complaints to help us identify patterns, recurring issues or areas in which we can improve. Complaint data may be used to develop staff training, refine our cleaning methods, upgrade equipment or improve our booking and communication processes. Personal information will be handled in line with our privacy and data handling commitments.
Continuous Improvement and Customer Care
Our goal is to maintain a respectful, open and constructive relationship with all customers using our carpet and upholstery cleaning services. By following this Complaints Procedure, we aim to ensure that any concerns are listened to, investigated thoroughly and resolved wherever reasonably possible, helping us to provide a consistently high standard of service across our operating area.
