Acton Carpet Cleaners Complaints Procedure

Acton Carpet Cleaners is committed to providing reliable and professional carpet, rug and upholstery cleaning services. We aim to resolve any concerns quickly, fairly and consistently. This Complaints Procedure explains how you can raise a complaint, how we will handle it, and the standards you can expect from us.

Purpose of this Complaints Procedure

The purpose of this procedure is to give customers a clear and simple route to express dissatisfaction with any aspect of our cleaning services or customer care. It sets out our internal process for investigating complaints, responding to customers, and using feedback to improve our service across the local areas we cover.

This procedure applies to all services delivered by Acton Carpet Cleaners, including domestic and commercial carpet cleaning, upholstery cleaning, rug cleaning, stain removal and related work.

What We Class as a Complaint

A complaint is any expression of dissatisfaction, whether verbal or written, about the standard of our work, our staff, our communication, our pricing clarification, or how we have handled a previous concern. Examples include, but are not limited to:

Visible marks or stains remaining after a clean where you reasonably expected improvement; Concerns about damage allegedly caused during cleaning; Missed or significantly late appointments without reasonable notice; Behaviour or attitude of a member of our team that you consider unprofessional; Disagreement with a decision or remedy previously offered in response to a concern.

We encourage customers to raise issues as soon as possible so that we have the best chance of putting things right.

How to Make a Complaint

You can make a complaint in the way that is easiest for you. You may explain your concern in person to a technician at the time of the visit, or you may contact our office to raise your complaint. You may complain verbally or in writing.

When making a complaint, it is helpful if you can provide the following information: Your full name; The service address where the cleaning took place; The date of the clean and the type of service carried out, for example carpet, rug or upholstery cleaning; A clear description of what went wrong or why you are dissatisfied; Any relevant photographs, if the complaint concerns results or damage; What you would consider a reasonable outcome, if you have a particular resolution in mind.

If you raise a concern during or immediately after the visit, the technician may be able to resolve straightforward issues on the spot, for example by recleaning an area. Where this is not possible, or where the issue is more serious, it will be passed to our office for formal review under this procedure.

Our Complaint Handling Stages

We handle complaints in a structured way to make sure each case is properly reviewed and documented.

Initial acknowledgement: Once we receive your complaint, we will acknowledge it. We aim to confirm receipt within three working days. At this point, we may ask for any additional details we need in order to understand the issue clearly.

Investigation: A responsible member of our management or office team will review your complaint. This may include speaking with the technician who attended, checking job records, reviewing any photographs, and, if needed, arranging a visit to inspect the areas in question. We aim to complete our investigation within ten working days, although complex cases may take a little longer. If more time is required, we will explain why and give you an updated timeframe.

Response and proposed resolution: Once the investigation is complete, we will provide a clear response setting out our findings, whether we uphold your complaint in full or in part, and what we propose to do to resolve the matter. Where appropriate, this may include recleaning specific areas, offering practical advice, or discussing another form of remedy that is reasonable in the circumstances.

Possible Outcomes and Remedies

Our primary aim is always to correct any service shortcomings wherever practical. Depending on the nature of the complaint, possible outcomes may include:

Providing further cleaning to address missed areas or unsatisfactory results, where it is reasonable to expect improvement; Offering guidance on aftercare where cleaning results are affected by material type, age, wear, or pre-existing damage; Discussing a goodwill gesture if we conclude that our service fell below our usual standards; Explaining clearly where limitations of the fabric, fibres, historic staining, or prior damage mean that additional cleaning is unlikely to improve the result.

We will always try to agree a resolution that is fair to both you and our company, based on the evidence available.

If You Are Not Satisfied with the Outcome

If you remain unhappy after our initial response, you may ask for your complaint to be reviewed again by a senior member of our team, who was not directly involved in the original decision where possible. During this review we will:

Reassess the facts and evidence; Consider whether our procedure has been followed correctly; Check whether our proposed resolution is reasonable and consistent with similar cases.

Following the review, we will issue a final response explaining our position. We will also let you know if there are any further options that may be available to you outside our internal procedure, in line with your legal rights as a consumer or business customer.

Timescales and Communication

We aim to deal with all complaints promptly and keep you informed throughout the process. While we always try to respond sooner, our general targets are:

Acknowledgement of your complaint within three working days; Completion of our investigation and initial response within ten working days; Notification of any extension to these timescales if your complaint is complex or requires additional inspection.

We will communicate with you in a clear and courteous manner. Our responses will be written in plain language and will explain the reasons for our conclusions.

Using Feedback to Improve Our Services

Complaints and customer feedback are an important part of how we maintain and improve our carpet and upholstery cleaning services. We regularly review complaint patterns to identify areas where additional staff training, changes to processes, or clearer communication with customers may be beneficial across our service area.

By following this Complaints Procedure, Acton Carpet Cleaners aims to ensure that all concerns are treated seriously, handled consistently, and used positively to enhance the quality and reliability of our work.