Belgravia Carpet Cleaning Complaints Procedure

Belgravia Carpet Cleaning is committed to providing a reliable, professional and courteous cleaning service. We recognise that, on occasion, things may not go as planned. This Complaints Procedure explains how you can raise a concern, how we will handle your complaint, and what you can expect from us at every stage of the process.

Our Commitment to You

We aim to resolve all complaints fairly, promptly and transparently. Every complaint is treated as an opportunity to review our work, improve our cleaning services and maintain high standards of customer care. We will always handle your concerns with respect and without prejudice, whether you are a regular customer or using our services for a one-off visit.

What This Procedure Covers

This procedure applies to complaints about any aspect of our services, including but not limited to carpet cleaning, upholstery cleaning, rug cleaning, end of tenancy cleaning and related customer service or administrative matters. It covers issues such as the quality of cleaning, punctuality, conduct of staff, damage to property, and the accuracy of information provided before, during or after a booking.

How to Make a Complaint

If you are unhappy with any part of our service, we encourage you to raise the issue as soon as possible so we have the opportunity to put things right. You can make a complaint in writing, by telephone or in person to a member of our team. When submitting a complaint, please provide the following information where possible:

The date and location of the service, a clear description of the issue, the names of any team members involved if known, and any supporting details such as photographs or notes. The more information you provide, the easier it will be for us to investigate and reach a fair outcome.

Timeframe for Raising a Complaint

To help us investigate effectively, we ask that you raise any complaint within 7 days of the service taking place or of becoming aware of the issue. Complaints raised later than this will still be considered where reasonable, but our ability to investigate fully may be limited, particularly in relation to the condition of carpets, rugs or upholstery that may have changed over time.

Acknowledgement of Your Complaint

Once we receive your complaint, we will acknowledge it within a reasonable time. This acknowledgement will confirm that we have received your concerns and explain the next steps in the process. In most cases, acknowledgement will be provided within 2 working days. If your complaint is made in person, we will confirm during the conversation how it will be handled and who will be responsible for following it up.

Investigation Process

Your complaint will be reviewed by a member of our management team who is not directly involved in the issue wherever possible. The investigation may include:

Reviewing the booking details and service notes, speaking with the cleaning operatives who attended the property, assessing any photographs or evidence provided, and, where appropriate, arranging a revisit or inspection of the affected areas. We will aim to complete our investigation promptly, taking into account the nature and complexity of the complaint.

Our Response and Resolution

Once the investigation is complete, we will provide you with a clear response outlining our findings and any proposed resolution. We aim to issue this response within 10 working days of acknowledging your complaint, although more complex matters may take longer. If this happens, we will keep you informed of progress.

Possible outcomes may include an explanation or clarification, an apology, a partial or full re-clean of affected areas, a gesture of goodwill, or other appropriate remedial action. Where we do not uphold a complaint, we will explain our reasons and the evidence considered in reaching that decision.

Escalation of Your Complaint

If you are not satisfied with the outcome of your complaint, you may request that it is reviewed at a higher level within Belgravia Carpet Cleaning. In your escalation request, please explain why you remain dissatisfied and what outcome you are seeking. A senior member of our team will then review the case, including the initial investigation and response, and will issue a final decision. This review will normally be completed within 10 working days of your escalation request.

Complaints Relating to Damage

In the unlikely event that you believe our team has caused damage to your carpets, upholstery, flooring, furniture or other property, you must notify us as soon as possible, preferably on the same day as the service. We may ask for photographs and a description of the damage, and in some cases we may arrange an inspection. All claims for damage will be considered in line with our terms and conditions and any relevant insurance provisions.

Confidentiality and Data Protection

All complaints are handled confidentially and in accordance with applicable data protection laws. Information about your complaint will only be shared with those who need it in order to investigate and resolve the issue. We will store records of complaints securely and only for as long as necessary for legal, regulatory and quality assurance purposes.

Using Complaints to Improve Our Service

We regularly review complaints to identify patterns, training needs and opportunities for improvement. By analysing feedback on our carpet and upholstery cleaning services, we aim to prevent similar issues from arising in the future and to maintain consistent standards for customers throughout our service area.

Accessibility of This Procedure

This Complaints Procedure is available to all customers and prospective customers on request. If you require the procedure in an alternative format or need assistance in raising a complaint, please let us know and we will do our best to accommodate your needs.

Continuous Review

Belgravia Carpet Cleaning reserves the right to update or amend this Complaints Procedure from time to time to reflect changes in our operations, best practice guidance or legal requirements. The version in force at the time a complaint is made will apply to that complaint.

We value your feedback and thank you for giving us the opportunity to address any concerns and to improve our cleaning services.