Surrey Carpet Cleaners Complaints Procedure
Surrey Carpet Cleaners is committed to providing reliable, high quality carpet, upholstery and floor cleaning services. We recognise that, on occasion, things may not go as planned. This complaints procedure explains how you can raise a concern, how we will respond, and the standards you can expect from us throughout the process.
Our Commitment to Resolving Complaints
We take all complaints seriously and treat them as an opportunity to review and improve our services. Our aims are to:
Listen carefully to your concerns and understand what went wrong from your perspective.
Investigate the matter thoroughly, fairly and promptly.
Provide a clear explanation of what we find.
Where appropriate, offer practical solutions or remedies.
Use the outcome of complaints to improve training, systems and service quality for future customers.
What Is a Complaint
A complaint is any expression of dissatisfaction about our services, staff, contractors, communication, or the way we have handled a previous concern. You do not need to use the word complaint for us to treat your concern formally. If you are unhappy with any aspect of your experience with Surrey Carpet Cleaners, you are entitled to raise a complaint under this procedure.
How to Make a Complaint
You can raise a complaint in writing or verbally. So that we can investigate efficiently, please provide as much detail as possible, including:
Your name and preferred method of contact.
The address where the cleaning service took place.
The date and approximate time of the service.
A clear description of what went wrong or why you are dissatisfied.
Any relevant supporting information, such as photos or notes taken at the time.
Whether you have already spoken to a member of staff about the matter.
We encourage you to raise your complaint as soon as possible after the issue arises, while details are still fresh and any evidence can be easily reviewed.
Initial Resolution by the Service Team
In many cases, issues can be resolved quickly and informally by the team that provided the service. If you feel comfortable doing so, please first raise your concern with the operative or team leader present at the property, or with the office team soon after your appointment.
At this stage we will:
Listen to your concerns and clarify any points to ensure we understand the problem.
Check relevant work notes, booking details and any instructions agreed before the visit.
Offer a practical solution where possible, which may include additional cleaning, redoing part of the work, or discussing an alternative remedy depending on the situation.
If we are unable to resolve the complaint informally or if you prefer a formal review, the matter will be escalated in line with this procedure.
Formal Complaint and Acknowledgement
When a complaint is treated formally, we will acknowledge receipt within a reasonable timeframe. In our acknowledgement we will:
Confirm that we have received your complaint.
Provide the name or role of the person responsible for handling your case.
Outline the next steps in the process and the expected timescale for our response.
In some situations, we may need to contact you for further information or clarification before we begin our detailed investigation.
Investigation Process
The person assigned to your complaint will carry out a fair and proportionate investigation. This may involve:
Reviewing booking records, job sheets and any prior correspondence.
Speaking with the operatives or supervisors who attended your property.
Examining any photos or other evidence you have provided.
Where appropriate, arranging a follow up visit to view the work or the areas of concern in person.
Our aim is to reach a balanced view based on all available information and to ensure that both your account and our team members account are properly considered.
Our Response and Possible Outcomes
Once the investigation is complete, we will provide you with a clear response. This will usually include:
A summary of your complaint and the issues we have considered.
An explanation of the findings of our investigation.
Any steps we have already taken to address the problem.
Details of any remedy we are offering, where appropriate.
Possible outcomes may include an apology, additional cleaning work, corrective action on site, a gesture of goodwill, or confirmation that we are unable to uphold part or all of the complaint with reasons. Where we identify improvements to our service or procedures, we will implement these internally and use your feedback constructively.
Timescales
We aim to handle all complaints promptly and to keep you informed throughout. While exact timescales may vary depending on the complexity of the issues and the need for site visits, our general approach is to:
Acknowledge your formal complaint within a reasonable period.
Complete our investigation and provide a full response as soon as is practical.
If we require more time due to the nature of the complaint, we will let you know and explain the reasons for any delay.
Your Responsibilities During the Process
To help us deal with your complaint effectively, we ask that you:
Provide accurate information to the best of your knowledge.
Allow reasonable access to the property if a visit is necessary to review the work.
Treat our staff with courtesy and respect, as we will do the same for you.
Engage constructively with any proposed solutions or follow up work.
Confidentiality and Data Protection
We treat all complaints in confidence. Information you provide will only be shared with staff who need it to investigate and resolve your complaint, or where we are required to share it by law. Any personal data we hold in relation to your complaint will be managed in line with our data protection obligations and retained only for as long as necessary to deal with the matter and meet regulatory requirements.
Continuous Improvement
Surrey Carpet Cleaners values feedback from all customers in our service area. Complaints are recorded and reviewed regularly so we can identify recurring issues, improve staff training, refine our cleaning methods, and enhance communication. By raising a concern, you are helping us maintain high standards and deliver better results for every home and business we serve.