Teddington Carpet Cleaners Complaints Procedure

Teddington Carpet Cleaners is committed to providing a reliable, professional and courteous service to all customers. We recognise that occasionally things may not go as planned. When this happens, we want to know about it so that we can put matters right and improve our services. This Complaints Procedure explains how you can raise a concern, what you can expect from us, and how we will work with you to reach a fair resolution.

Purpose of This Complaints Procedure

The purpose of this procedure is to provide a clear and transparent process for customers who wish to raise a complaint about any aspect of our services, including carpet and upholstery cleaning, rug cleaning, stain treatment, and related work carried out by our team. Our objectives are to handle complaints promptly, treat all customers fairly and respectfully, learn from feedback, and continually improve the quality of our work.

What We Class as a Complaint

A complaint is any expression of dissatisfaction about our services or the way they have been delivered, whether it is made verbally or in writing. Examples of complaints include concerns about the quality of a clean, damage or suspected damage to property, missed or delayed appointments, conduct or attitude of team members, unclear pricing or charges, or any other service-related issue. If you are unsure whether your concern counts as a complaint, we encourage you to raise it so we can address it appropriately.

How to Raise a Complaint

You may raise a complaint with Teddington Carpet Cleaners in the way that is most convenient for you. You can explain your concerns to a team member on site at the time of service, contact our office to discuss the issue, or submit your complaint in writing. When making a complaint, please provide as much relevant information as possible, including your full name, the service address, the date and time of the service, a clear description of what went wrong, and any supporting details such as photographs, invoices or job references if available. The more information you provide, the easier it will be for us to investigate and respond.

Timeframe for Submitting a Complaint

We recommend that you raise any concerns as soon as possible after the service has taken place. This helps us to investigate while the details are still fresh and any evidence is readily available. While we will always consider complaints raised later, reporting an issue promptly increases the likelihood that we can resolve it quickly and effectively.

Our Complaints Handling Stages

We aim to resolve most issues informally at the first point of contact, but where this is not possible, the following stages will apply.

Initial Review

Once we receive your complaint, we will acknowledge it and record the details in our internal system. We will assign a member of our management or office team to review the matter. During this stage, we may contact you for further information or clarification if needed. Our goal is to understand clearly what has happened and what outcome you are seeking.

Investigation

The assigned team member will investigate your complaint by reviewing job notes, speaking to the operatives involved, and considering any evidence you have provided. Where necessary, we may arrange a revisit to inspect the work or the area of concern. All complaints are handled impartially, and we will take into account both your account and the information gathered from our team.

Response and Proposed Resolution

Following the investigation, we will provide you with a written or verbal response explaining our findings. Where we agree that service has fallen short of our standards, we will outline the steps we propose to rectify the issue. Depending on the circumstances, this may include a partial or full re-clean, advice on further treatment, a goodwill gesture, a refund or partial refund, or another appropriate remedy. If we do not uphold your complaint, we will explain the reasons clearly and respectfully.

Timeframes for Our Responses

We will aim to acknowledge your complaint as soon as reasonably possible. We seek to provide a full response within a reasonable timeframe from the date the complaint is received, depending on the complexity of the issue and the need for any site visits or further investigation. If we are unable to provide a full response within that period, we will let you know and keep you updated on progress until the matter is resolved.

If You Are Unhappy With the Outcome

If you are not satisfied with our proposed resolution, you may request that the complaint be reviewed by a more senior member of our team. During this review, we will re-examine the details of your complaint, the steps we have taken, and any new information you wish to provide. We will then issue a final decision. While this will normally conclude our internal complaints process, we remain open to constructive dialogue and will always consider reasonable suggestions for reaching a mutually acceptable outcome.

Customer Responsibilities During the Process

To help us handle your complaint efficiently, we ask that you provide accurate information, respond to requests for further details in a timely manner, and allow us reasonable access to the property to inspect any concerns where appropriate. We also ask that all communication is conducted in a respectful and courteous manner. We are committed to treating you with respect and ask the same in return for our staff.

Confidentiality and Data Protection

All complaints are handled in confidence. Information you provide will only be shared with those who need it in order to investigate and resolve your complaint. We will handle your personal data in line with our wider data protection obligations and will use it solely for managing your enquiry and improving our services.

Continuous Improvement

Teddington Carpet Cleaners views complaints as an important source of feedback. We regularly review complaint records to identify patterns, training needs, and opportunities to enhance our cleaning methods, communication, and customer care across our service area. Your comments help us maintain and improve the standards of service that customers expect from a professional cleaning provider.

Updates to This Complaints Procedure

We may review and update this Complaints Procedure from time to time to reflect changes in our operations, legal requirements, or best practice in customer service. The most current version will apply to any new complaint raised. If you have any questions about how this procedure works or how it applies to your situation, please contact us and we will be happy to explain further.