Complaints Procedure

Complaints Procedure for Brent Carpet Cleaning Customers

Brent Carpet Cleaning is committed to providing professional, reliable and courteous cleaning services. We understand that occasionally things may not go as planned. This Complaints Procedure explains how you can tell us if you are unhappy with any aspect of our service and how we will work with you to resolve the matter as quickly and fairly as possible.

Purpose of this Complaints Procedure

The purpose of this procedure is to give customers clear information on how to raise a complaint, what to expect from us at each stage, and the standards we aim to uphold when dealing with any concerns. We use all feedback, including complaints, to improve our carpet, upholstery and related cleaning services.

What Is a Complaint

A complaint is any expression of dissatisfaction about our services, conduct, standard of work, pricing clarity, or the behaviour of our staff or representatives, where you would like a response or resolution. This can include, but is not limited to:

Unsatisfactory cleaning results or missed areas during a visit.

Damage or suspected damage to your property during a service.

Delays, missed appointments or poor communication about bookings.

Concerns about the attitude, behaviour or appearance of staff.

Disagreement with how we have handled a previous issue.

How to Make a Complaint

You can raise a complaint using any of the following methods:

Speak to our team on site and explain the issue at the time of the visit, giving them an opportunity to put things right where possible.

Contact our office and provide details about the problem, including the date of service, the address where the service took place, and a clear description of what went wrong.

When you contact us, please provide your full name, service address, approximate date and time of the visit, and any relevant reference details you may have been given at the time of booking. The more information we have, the easier it will be for us to investigate and resolve your complaint.

Time Limits for Making a Complaint

We encourage customers to raise any concerns as soon as possible so that we can respond promptly and accurately. Ideally, complaints about the quality of cleaning or any damage should be raised within 48 hours of the service taking place. Complaints raised after a significant delay may be harder to investigate, but we will always review the information you provide and respond appropriately.

Our Complaints Handling Stages

Stage 1: Initial Review and Acknowledgement

Once we receive your complaint, we will log it, assign it to a responsible member of our team and acknowledge it. We aim to acknowledge all complaints within a reasonable timeframe during working days. In our acknowledgement, we will confirm that we have received your complaint and outline the next steps and expected timeframes.

Stage 2: Investigation

A manager or senior member of staff will review your complaint in detail. This may include:

Speaking with the cleaning technicians who attended your property.

Reviewing any internal notes, job sheets or checklists from the service.

Reviewing photographs or evidence, where available.

We may contact you during this stage to request further information or clarification. Our goal is to understand what went wrong, why it happened and how we can prevent similar issues in the future.

Stage 3: Response and Proposed Resolution

After we complete our investigation, we will provide you with a clear response. This will include:

A summary of your complaint and our understanding of the issues raised.

Details of the investigation and findings.

Our decision on whether your complaint is upheld in full, in part or not upheld.

Any proposed resolution or remedial action.

Where a complaint is upheld, possible resolutions may include, depending on the situation:

Offering a re-clean of the affected areas.

Providing a partial or full refund where appropriate.

Offering a discount on future services.

Implementing changes to our processes, training or quality checks.

Stage 4: Further Review

If you are not satisfied with our response, you may request a further review. In this case, your complaint will be re-examined by a different senior member of our team, who will look at the details afresh. We will then provide a final response, explaining any changes to our original decision or confirming the outcome and reasons.

Timescales for Handling Complaints

We aim to resolve most complaints as quickly as possible, often within a few working days. More complex matters may take longer to investigate. If we are unable to provide a full response within a reasonable timeframe, we will keep you informed and update you on our progress until the complaint is resolved.

Customer Responsibilities

To help us handle your complaint fairly and efficiently, we ask that you:

Provide accurate and complete information about your concerns.

Allow us reasonable access and opportunity to inspect any alleged damage or unresolved cleaning issues.

Treat our staff with courtesy and respect throughout the process.

Refrain from making unfounded or malicious claims.

How We Use Complaints to Improve Our Services

Every complaint is recorded and reviewed to help us identify patterns and areas where we can improve. In response to customer feedback, we may introduce additional staff training, adapt our cleaning processes and equipment, or make changes to our booking and communication systems. Our aim is to continually raise our standards and provide a dependable cleaning service for all our customers.

Confidentiality and Data Protection

All complaints are handled confidentially and in accordance with applicable data protection laws. Information you provide will only be shared with team members who need it to investigate and resolve your complaint. We will retain records of complaints for a reasonable period for monitoring and improvement purposes.

Review of this Complaints Procedure

This Complaints Procedure is reviewed regularly to ensure it remains clear, fair and effective. Brent Carpet Cleaning may update this procedure from time to time to reflect changes in our operations, customer feedback or relevant legal or regulatory requirements.

If you have any questions about this Complaints Procedure, please contact our office for further information.