Complaints Procedure for Notting Hill Carpet Cleaners

Notting Hill Carpet Cleaners aims to provide reliable, professional carpet and upholstery cleaning services to every customer. 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 at each stage of the process.

Our Commitment to Resolving Complaints

We take all complaints seriously and view them as an opportunity to improve our services. Our goals when handling a complaint are to listen carefully, respond promptly, investigate fairly, and provide a clear outcome. Wherever possible, we will try to put things right quickly and prevent similar issues from happening again.

What Counts as a Complaint

A complaint is any expression of dissatisfaction about our cleaning services, our staff, or our processes, where you expect a response or resolution. This can include issues such as the standard of carpet or upholstery cleaning, conduct or attitude of cleaning technicians, missed or delayed appointments, damage to property alleged to have been caused by our work, or concerns about how your booking or payment was handled.

Raising a Complaint Informally

Many concerns can be resolved quickly and informally. In the first instance, you are encouraged to raise any issue with the cleaning technician on site, or with our office team as soon as possible after the service. Informal resolution allows us to correct problems promptly, such as re-cleaning an area, clarifying a misunderstanding, or adjusting a minor error in your booking details.

If you are not satisfied with the response at this stage, or prefer not to discuss the matter informally, you may use our formal complaints procedure detailed below.

How to Make a Formal Complaint

To help us investigate effectively, please provide your full name, service address, details of the service you booked, the date and approximate time of the service, and a clear description of your concerns. If relevant, please also explain what outcome you are seeking, such as a re-clean, partial refund, or explanation of a particular decision.

You can submit a formal complaint in writing or by speaking with a senior member of our team, who will record the details on your behalf. Written complaints are preferred as they allow us to keep an accurate record of your concerns.

Time Limits for Raising a Complaint

We ask that you raise any complaint as soon as reasonably possible after the service, and ideally within seven days. Prompt notification helps us investigate while the details of the visit are still clear and, where relevant, while any visible results of the cleaning are still evident. We may still consider complaints raised after this period, but our ability to investigate and resolve them may be reduced.

Stage One: Acknowledgement and Initial Review

Once we receive your formal complaint, we will acknowledge it within a reasonable timeframe. In this acknowledgement, we will confirm that we have received your complaint and outline the next steps in the process. We may contact you to request further information or clarification in order to understand your concerns fully.

At this stage, your complaint will usually be reviewed by a supervisor or manager who was not directly involved in the original service, to help ensure a fair and balanced assessment.

Stage Two: Investigation

During the investigation, we may speak with the cleaning technicians who attended your property, review booking records, job notes, and any relevant photographs or documentation. Where appropriate, we may contact you to discuss your experience in more detail or to arrange a visit to inspect the work.

We aim to complete our investigation within a reasonable period of time, taking into account the complexity of the issues raised. If, for any reason, the investigation is likely to take longer, we will keep you informed of the progress.

Stage Three: Response and Outcome

After completing the investigation, we will provide you with a clear response. This will explain what we have found, whether your complaint is upheld in full, in part, or not upheld, and what actions we propose to take. Possible outcomes may include an apology, additional cleaning or remedial work, a goodwill gesture, or a refund or partial refund where appropriate.

We will also explain the reasons for our decision, referencing the information we have gathered. Our aim is to be transparent and fair, even where we are unable to agree with every aspect of your complaint.

If You Remain Dissatisfied

If you are not satisfied with the outcome of your complaint, you may request that your case is reviewed by a more senior manager, where available. You should explain why you disagree with the initial decision and provide any additional information you believe is relevant. We will then conduct a further review and provide a final response.

Our Responsibilities and Your Responsibilities

We are responsible for taking your concerns seriously, treating you with respect, protecting your personal information, and investigating complaints in a fair and objective way. We also expect customers to treat our staff with courtesy and to provide accurate, honest information. Abusive or threatening behaviour will not be tolerated and may result in us limiting communication to written channels.

Confidentiality and Data Protection

All complaints are handled in confidence. Information about your complaint will only be shared with those who need it to investigate and respond to your concerns. We will handle your personal data in line with applicable data protection requirements and will retain complaint records only for as long as necessary to meet legal and operational needs.

Using Feedback to Improve Our Services

Every complaint, whether upheld or not, is recorded and reviewed. We use this feedback to identify patterns, staff training needs, and areas where our carpet and upholstery cleaning processes, booking systems, or customer communication can be improved. By raising a complaint, you help us maintain and enhance the quality of our services for all customers.

Notting Hill Carpet Cleaners is committed to resolving complaints fairly and promptly, and to continually improving the customer experience across our service area.