Complaints Procedure for Bermondsey Carpet Cleaners
Bermondsey Carpet Cleaners is committed to providing reliable and professional cleaning services, including carpet, rug, upholstery, and general floor care. 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 steps we take to put matters right and improve our services.
Our Commitment to You
We treat all complaints seriously and view them as an opportunity to learn and improve. Our goals when handling a complaint are to:
Listen carefully and understand your concern.
Respond promptly, clearly, and politely.
Investigate fairly and objectively.
Offer a suitable resolution where we have fallen short.
Use feedback to enhance our cleaning services and customer care.
What Is a Complaint
A complaint is any expression of dissatisfaction about our cleaning services, our staff, or the way we have handled an enquiry or booking, where you would like a response or resolution. Examples include:
Concerns about the quality of carpet or upholstery cleaning.
Damage or suspected damage to items or surfaces during a visit.
Missed, late, or cancelled appointments without adequate notice.
Issues with conduct, attitude, or appearance of our cleaning team.
Problems with invoicing, charges, or agreed work specifications.
How to Make a Complaint
You can raise a complaint using any written method convenient to you, such as a letter or an online contact form. To help us deal with your concern efficiently, please include:
Your full name and the address where the cleaning took place.
The date and approximate time of the service or incident.
A clear description of what went wrong and how it has affected you.
Any relevant photographs, notes, or supporting information.
What outcome or resolution you are seeking, if you have a preference.
If you prefer, you may begin by explaining your concern to a member of our team during or immediately after the visit. We encourage you to raise issues as soon as possible so we have a fair opportunity to inspect and address them.
Time Limits for Raising Complaints
To allow a proper assessment of any cleaning issue, we ask that you contact us within a reasonable timeframe. For most concerns about quality of work, reporting the matter within 48 hours of the service date is usually sufficient to enable an accurate review. For issues involving alleged damage, please inform us as soon as you become aware so we can assess the situation and consider appropriate next steps.
How We Will Handle Your Complaint
When we receive your complaint, we will follow these steps:
1. Acknowledgement
We will acknowledge your complaint and confirm that it is being reviewed. Where possible, we will inform you who is responsible for handling your case and the anticipated timescale for a full response.
2. Investigation
An appropriate member of our team will investigate your concerns. This may include reviewing job records, speaking with the cleaners involved, and, where necessary, arranging a visit to inspect the area or items in question. We aim to approach every complaint with an open mind and a focus on facts.
3. Response
Once the investigation is complete, we will provide a clear response outlining our findings. Where we agree that our service has not met the standards we expect, we will also explain the steps we propose to resolve the matter.
Possible Outcomes and Resolutions
Depending on the nature of the complaint and the outcome of our investigation, resolutions may include one or more of the following:
A return visit to re-clean specific areas at no additional cost, where appropriate.
Partial or full adjustment of charges where service levels were not met.
Advice on aftercare or further treatment where issues relate to stains, wear, or pre-existing damage.
Where damage is accepted and covered, consideration of repair or compensation in line with our terms and any applicable insurance arrangements.
An explanation or clarification where we are unable to uphold the complaint, including the reasons for that decision.
Escalating Your Complaint
If you are not satisfied with the outcome or the way your complaint has been handled, you may ask for your case to be reviewed by a more senior member of our team. When requesting an escalation, please state why you remain unhappy and what you feel would be a fair resolution. We will then reassess the information, which may include a second inspection or further discussion with the cleaners involved, before issuing a final response.
Fairness and Respect
We strive to treat all customers fairly, courteously, and with respect throughout the complaints process. We expect the same courtesy towards our staff. Aggressive, abusive, or threatening behaviour may limit the ways in which we are able to communicate, but it will not prevent us from considering the substance of a genuine complaint.
Continuous Improvement
Every complaint is logged and reviewed so that we can identify patterns and areas for improvement, whether in our cleaning techniques, equipment, staff training, or customer care processes. Feedback from customers across our service area helps us maintain consistent standards and deliver a professional, dependable cleaning service.
Confidentiality and Data Protection
All complaints are handled in confidence. Information you provide will only be shared with those who need it to investigate and resolve your complaint, or where we are required to do so by law. We handle personal data in line with applicable data protection requirements.
Updates to This Procedure
We may review and update this complaints procedure from time to time to reflect changes in legislation, industry practice, or our own internal processes. The version published by Bermondsey Carpet Cleaners at the time you raise your complaint will normally apply to how your concern is handled.
If you have any questions about this procedure or wish to provide general feedback, you are welcome to contact us using your preferred written method. We value your comments and the trust you place in Bermondsey Carpet Cleaners when choosing us for your cleaning needs.