Complaints Procedure
Notting Hill Carpet Cleaning Complaints Procedure
Notting Hill Carpet Cleaning is committed to providing reliable and professional carpet and upholstery cleaning services. We take all concerns and complaints seriously and see them as an opportunity to improve our services. This complaints procedure explains how you can raise an issue with us, how we will respond, and what you can expect at each stage of the process.
Scope of this complaints procedure
This procedure applies to any expression of dissatisfaction about our carpet cleaning, upholstery cleaning, rug cleaning, or related services, whether the work was carried out in a home or a commercial property. It covers concerns about the quality of work, conduct of staff, punctuality, communication, or any aspect of the service you have received from Notting Hill Carpet Cleaning.
This procedure does not cover general enquiries, booking questions, or requests for quotations, which are handled through our standard customer service channels.
Our commitment to you
We aim to handle all complaints in a way that is:
Fair and impartial, giving you the opportunity to explain your concerns in full.
Timely, with clear timeframes for acknowledging and investigating your complaint.
Transparent, so you understand what will happen next and who is dealing with your case.
Respectful, ensuring you are treated with courtesy at every stage.
Raising a complaint
If you are unhappy with any aspect of our service, we encourage you to tell us as soon as possible so we can try to put things right promptly. You can raise a complaint in the following ways:
Speak directly to the cleaning technician on site at the time of service, if appropriate. Many issues can be resolved immediately through discussion.
Contact our office team after the visit, providing your name, service address, date and time of the cleaning appointment, and a clear description of your concerns.
Submit your complaint in writing to our customer care team, including any relevant photographs or supporting information that may help us understand the issue.
When raising a complaint, please provide as much detail as possible so we can investigate effectively. This may include the specific rooms or items cleaned, any pre-existing issues noted, and the outcome you are seeking, such as rectification work or clarification.
Stage one: Initial review and acknowledgement
Once we receive your complaint, we will record it in our internal system and assign it to a member of our customer care team.
We will aim to acknowledge your complaint within a reasonable period, explaining that it has been received and is under review. At this stage, we may ask you for further details or clarification if anything is unclear, so that our investigation can be accurate and complete.
Stage two: Investigation and proposed resolution
Our team will review the information you have provided, together with any notes, job reports, or photographs from the cleaning technician. Where necessary, we may contact you and the technician for further information.
Depending on the nature of the complaint, we may propose one or more of the following actions:
Arranging a revisit to inspect the work in person.
Carrying out additional cleaning in specific areas, where this is appropriate and practical.
Providing an explanation of any service limitations that may have affected the result, such as permanent stains, wear, or damage that cleaning cannot rectify.
Offering another reasonable form of remedy where justified by the findings of the investigation.
We will share our findings with you and explain the reasons for our proposed resolution in clear and straightforward language.
Stage three: Escalation of your complaint
If you are not satisfied with the outcome at stage two, you can request that your complaint be escalated for a further review by a senior member of our team.
When requesting escalation, please explain why you are unhappy with the initial response and set out any information you believe has not been fully considered. The senior reviewer will re-examine your complaint, the previous investigation, and any additional details you provide.
After this review, we will provide you with a final written response setting out our decision and any further actions we can reasonably take. This will normally conclude our internal complaints process.
Timeframes for handling complaints
We aim to deal with complaints as promptly as possible. Actual times may vary depending on the complexity of the case, access to the property, and availability of staff, but our general approach is as follows:
Acknowledge your complaint within a reasonable period.
Complete the initial investigation and respond with our proposed resolution within a further reasonable timeframe, depending on the nature of the complaint and whether a revisit is required.
If the complaint is escalated, provide a final review response within a further reasonable period.
If we anticipate any delay, we will keep you informed and explain the reasons, along with a revised timeframe.
Your responsibilities as a customer
To help us handle your complaint efficiently, we ask that you:
Raise any issues as soon as reasonably possible after the service, ideally within a short time frame while the work is still recent.
Provide accurate information about the service, including date, time, and areas cleaned.
Allow us reasonable access to inspect the property or carry out any agreed remedial work.
Communicate with our staff in a respectful and courteous manner, as we will with you.
Continuous improvement
We review complaints regularly to identify recurring issues, training needs, or changes that could improve our carpet and upholstery cleaning services. Feedback from customers, including complaints, is a key part of maintaining and enhancing our standards.
By following this complaints procedure, we aim to address your concerns promptly and fairly, and to ensure that Notting Hill Carpet Cleaning continues to provide a professional and dependable service to all customers.
