Complaints Procedure

Complaints Procedure at Paddington Carpet Cleaning

Paddington Carpet Cleaning is committed to providing a reliable and professional carpet, upholstery and floor cleaning service for homes and businesses. On the rare occasion that something goes wrong, we want to know about it and put it right quickly. This complaints procedure explains how you can raise a concern, how we will respond, and what you can expect from us at every stage.

Our Commitment to Handling Complaints

We treat all complaints seriously and view them as an opportunity to improve our services. We aim to resolve issues promptly, fairly and consistently. Every complaint will be handled with respect, confidentiality and without prejudice. Our team will listen carefully, investigate thoroughly and provide a clear response and outcome.

What This Procedure Covers

This complaints procedure applies to any concerns or dissatisfaction arising from our cleaning services, including but not limited to carpet cleaning, rug cleaning, upholstery cleaning, stain removal and related work in residential or commercial properties within our service area. It covers issues such as service quality, conduct of staff, missed or delayed appointments, damage allegations and communication concerns.

How to Make a Complaint

You can raise a complaint in any written format that is convenient for you. When submitting a complaint, please provide as much detail as possible so we can investigate effectively. Useful information may include your full name, property address where the cleaning took place, date and time of the service, a clear description of the problem, photographs if relevant, and your preferred outcome or what you would like us to do to resolve the issue.

We recommend that you raise your complaint as soon as possible after the event so that details are fresh and evidence is easier to review. Complaints made promptly help us to reach a fair and accurate resolution more quickly.

Verbal Concerns Raised on the Day

If you notice a problem while our cleaning technicians are still on site, please mention it to them immediately. In many cases, an issue can be resolved on the spot, for example by re-cleaning an area, addressing a missed section or explaining expected results for particular stains or fibres. Our technicians are trained to escalate concerns to a supervisor when needed.

If the issue is not resolved to your satisfaction during the visit, you can still make a formal complaint under this procedure.

Step 1: Acknowledgement of Your Complaint

Once we receive your complaint, we will acknowledge it and record it in our internal complaints log. At this stage, we may ask for additional information or clarification so that we fully understand the circumstances. We aim to acknowledge complaints within a reasonable time frame and explain the next steps in the process.

Step 2: Investigation of the Issue

Your complaint will be assigned to a responsible person who was not directly involved in the original work whenever possible. The investigation may include reviewing job records, technician reports, booking details, pre-inspection notes, risk assessments and any photographs taken before or after the cleaning. If appropriate, we may request a follow-up visit to inspect the property and discuss the matter with you in person.

We aim to complete investigations within a practical time scale, taking into account the complexity of the issue and the availability of relevant information. If the investigation is likely to take longer than expected, we will keep you informed of progress.

Step 3: Our Response and Proposed Resolution

When the investigation is complete, we will provide a clear response setting out our findings, whether the complaint is upheld in full, in part or not upheld, the reasons for our decision, and any proposed resolution. Possible outcomes may include an apology, an explanation, a re-clean of specific areas, a partial or full refund, or other remedial actions where appropriate.

We aim to offer solutions that are fair and proportionate to the circumstances, while taking into account the nature of carpets and fabrics, pre-existing conditions, manufacturer guidelines and limitations of cleaning processes.

If You Are Not Satisfied with the Outcome

If you are unhappy with the outcome of your complaint or feel that it has not been handled properly, you may request that it be reviewed. A more senior member of our team will consider the original complaint, the investigation and the response you received. They may contact you for further information or to clarify certain points.

Following this review, we will issue a final position on your complaint. This represents the conclusion of our internal complaints procedure.

Time Limits for Complaints

We encourage customers to raise concerns as soon as possible and ideally within a reasonable period after the cleaning service has taken place. This allows us to inspect the work while conditions are still similar and evidence is available. Complaints raised after excessive delay may be more difficult to investigate fully, particularly where carpets and soft furnishings have since been used, cleaned again or altered.

Customer Responsibilities

To help us manage complaints fairly and efficiently, we ask that you provide accurate information, cooperate with our investigation, allow reasonable access to the property for inspection where needed, follow any care advice given for your flooring and furnishings, and treat our staff with courtesy at all times.

Data Protection and Confidentiality

All complaints are handled in line with our data protection obligations. Information you provide will be used only for the purpose of investigating and resolving your complaint and for improving our services. Details of your complaint will be shared internally only with those who need to know in order to respond appropriately.

Continuous Improvement

Paddington Carpet Cleaning reviews complaints regularly to identify patterns, training needs and potential improvements to our cleaning processes, customer service and booking systems. Feedback from customers, whether positive or negative, helps us to refine our services for households and businesses across our service area.

By following this complaints procedure, we aim to resolve issues in a transparent and constructive way and maintain the trust of every customer who chooses Paddington Carpet Cleaning.