Richmond Carpet Cleaners Complaints Procedure

Richmond Carpet Cleaners is committed to delivering reliable, high quality carpet and upholstery cleaning services. We recognise that, on occasion, customers may feel that our service has not met their expectations. This Complaints Procedure explains how you can raise a concern, how we will respond, and what you can expect from us at each stage.

Purpose and Scope of This Procedure

This procedure sets out the steps we follow when dealing with complaints about our cleaning services. It applies to all residential and commercial customers who have used Richmond Carpet Cleaners. A complaint is any expression of dissatisfaction about our work, our staff, our communication, or the way your booking or account has been handled, where you would like a response or resolution.

Our Complaints Principles

When handling complaints, we follow these principles:

We listen carefully to understand your concern in full. We aim to resolve issues as quickly and fairly as possible. We treat all customers with respect and courtesy. We investigate complaints impartially and consider all relevant evidence. We use feedback from complaints to improve our carpet and upholstery cleaning services and customer care.

How to Raise a Complaint

You can raise a complaint through any of our standard contact methods. When doing so, please provide as much information as possible about your concern so that we can review it efficiently. We ask that you include:

Your full name and the name the booking was made under. The property address where the cleaning service took place. The date of the clean and, if known, the approximate time. A clear description of what went wrong and how you were affected. Any relevant photographs, invoices, or job references that may help us understand the issue.

You should contact us as soon as reasonably possible after the service. This enables us to investigate effectively while the details are still recent and, where appropriate, to revisit the property to inspect the work in person.

Initial Acknowledgement

Once you have submitted your complaint, we will record the details in our system and allocate it to an appropriate member of the team. We aim to acknowledge all complaints within a reasonable timeframe. Our acknowledgement will confirm that we have received your complaint and will outline the next steps in the process.

Investigation Process

The member of staff handling your complaint will review all relevant information, which may include:

Notes from the original booking and any special instructions. Reports or notes from the cleaning team who attended the property. Before and after photographs, where available. Any communications between you and Richmond Carpet Cleaners relating to the booking.

Where necessary, we may contact you to request further details or clarification. We may also offer to revisit the property to inspect the areas of concern. Our aim is to ensure the investigation is fair, thorough, and based on accurate information.

Timeframes for Response

We aim to provide a full response to your complaint within a reasonable period following acknowledgement. If, for any reason, the investigation is likely to take longer, we will inform you and explain the reason for the delay. We will also provide an updated timeframe for when you can expect a final response.

Our Response and Possible Outcomes

Once the investigation is complete, we will provide you with a clear written response. This will summarise the details of your complaint, the steps we have taken to investigate, and our findings. Depending on the outcome, we may offer one or more of the following:

A detailed explanation and, where appropriate, an apology. A return visit to re-clean specific areas of carpet, upholstery, rugs, or hard flooring. Practical steps to put things right where possible. A gesture of goodwill or adjustment to charges, where this is considered appropriate and fair.

Any resolution offered will take into account the nature of the issue, the service originally requested, and the findings of our investigation.

If You Are Not Satisfied With the Outcome

If you are unhappy with our response or feel that your complaint has not been handled fairly, you may ask for a further review. In your request for review, please explain why you are dissatisfied with the outcome and identify any information you believe has not been considered.

A senior member of our team will then reassess the complaint, the original investigation, and the response provided. Following this review, we will send you a final position on the matter.

Unreasonable or Abusive Behaviour

We understand that making a complaint can be stressful and that customers may feel upset or frustrated. Our staff will always aim to communicate courteously and professionally. In return, we ask that customers treat our staff with respect.

We may decide to limit or end communication where behaviour is abusive, threatening, or persistently unreasonable. In such cases, we will explain the reason for our decision and confirm what, if any, further contact will be accepted regarding the complaint.

Using Complaints to Improve Our Services

Richmond Carpet Cleaners values all feedback, whether positive or negative. Complaints help us identify where our carpet and upholstery cleaning services, booking processes, and customer communication can be improved. We regularly review complaint trends and outcomes to guide staff training, refine our service standards, and enhance the overall experience for customers throughout our service area.

Updates to This Complaints Procedure

We may update this Complaints Procedure from time to time to reflect changes in our services, internal processes, or relevant good practice. Any new version will apply from the date it is published and will be used for all complaints raised after that date.