Brixton Carpet Cleaners Complaints Procedure

At Brixton Carpet Cleaners we are committed to providing a professional, reliable and high-quality cleaning service to all customers. We recognise that sometimes things may not go as planned, and we welcome feedback that helps us improve our carpet, upholstery and domestic cleaning services. This complaints procedure explains how you can raise a concern, how we will respond, and the steps we will take to reach a fair resolution.

Purpose of this Complaints Procedure

This procedure is designed to give customers a clear and accessible way to tell us when they are unhappy with any aspect of our cleaning services or customer care. It aims to ensure that complaints are handled promptly, consistently and transparently, and that any lessons learned are used to improve our services across the local area we serve.

The procedure covers all services provided by Brixton Carpet Cleaners, including carpet cleaning, rug cleaning, upholstery cleaning, end of tenancy cleans and related work carried out in residential and commercial properties.

What We Class as a Complaint

A complaint is any expression of dissatisfaction about our services or conduct, whether the issue is minor or serious. Examples include:

Poor quality or incomplete cleaning work. Damage or suspected damage to carpets, upholstery, flooring or other items. Missed or significantly delayed appointments. Concerns about the behaviour, attitude or professionalism of our staff or contractors. Problems with booking, invoicing or communication.

If you are unsure whether your concern counts as a complaint, please raise it with us anyway. We would rather hear about an issue early so that we can put it right.

How to Make a Complaint

You can make a complaint in writing or verbally. Written complaints are easier for us to track, but we will accept complaints in any reasonable format. When making a complaint, please provide as much detail as possible, including:

Your full name and the address where the cleaning took place. The date and approximate time of the service. A clear description of what went wrong and how it has affected you. Any relevant supporting information, such as photographs of the area cleaned, itemised notes, or copies of invoices or job sheets you have received.

Please raise your complaint as soon as possible after the issue occurs. Prompt notification gives us the best opportunity to investigate thoroughly and resolve matters quickly.

Our Complaints Handling Stages

Stage 1: Initial Review and Acknowledgement

Once we receive your complaint, we will record it in our internal system and carry out an initial review. We will acknowledge your complaint within a reasonable time, normally within three working days. The acknowledgement will confirm that we have received your complaint and outline the next steps in the process.

Stage 2: Investigation

Your complaint will be allocated to an appropriate member of our team who has the authority and experience to review what happened. As part of the investigation, we may:

Review booking and job records related to your service. Speak to the cleaners or supervisors who attended your property. Request further details, clarifications or evidence from you if necessary. Arrange a follow-up visit to inspect the affected areas or items.

We aim to complete our investigation and provide a full response within ten working days of acknowledging your complaint. If, for any reason, we expect the investigation to take longer, we will inform you and explain the reason for the delay.

Stage 3: Response and Proposed Resolution

After the investigation is complete, we will send you a written or verbal response summarising:

The issues you raised in your complaint. The steps we took to investigate. Our findings and any conclusions reached. Any action we propose to take to put things right.

Depending on the circumstances, possible outcomes may include an explanation or apology, a repeat or corrective clean, a partial or full adjustment of charges, or other appropriate remedies. Our priority is to deal with complaints fairly and proportionately.

Stage 4: Escalation if You Remain Dissatisfied

If you are not satisfied with our response at Stage 3, you may ask for your complaint to be reviewed by a senior member of our management team. Please explain why you remain unhappy and what outcome you are seeking.

The senior review will focus on whether the complaint was handled properly, whether the investigation was thorough and whether the outcome was reasonable in light of the evidence. After this review, we will provide you with our final position on the matter.

Time Limits and Late Complaints

We encourage customers to raise complaints within 30 days of the service date wherever possible. Complaints raised after this period may be harder to investigate fully, especially where carpets and upholstery have since been cleaned again or used extensively. However, we will still consider late complaints and will do our best to reach a fair view based on the information and evidence available.

Your Responsibilities When Making a Complaint

To help us resolve your complaint efficiently, we ask that you:

Provide accurate and complete information about the service and the issue. Allow us reasonable access to the property or items in question for inspection if needed. Keep any relevant evidence, such as photographs of the affected areas, until the matter is resolved. Communicate with our team courteously and allow us time to investigate properly.

Our Commitments to You

In handling complaints, Brixton Carpet Cleaners is committed to the following principles:

Fairness: We will consider all sides of the situation before reaching a conclusion. Confidentiality: We will handle your personal information and the details of your complaint sensitively and in line with our privacy practices. Professionalism: Our staff will treat you with respect and will work constructively to address your concerns. Continuous improvement: We will use feedback from complaints to review and refine our cleaning methods, staff training and customer service processes across the areas we cover.

Recording and Using Complaint Data

We record all complaints and their outcomes so that we can monitor patterns, identify recurring issues and improve the quality of our carpet and upholstery cleaning services. This monitoring helps us maintain consistent standards for households, landlords, tenants and commercial clients who rely on our work.

Review of This Procedure

This complaints procedure is reviewed periodically to ensure it remains clear, effective and in line with good practice for service providers. Updated versions may be issued when necessary, and any significant changes to the way we handle complaints will be reflected in our customer information.

Brixton Carpet Cleaners values every customer and takes all complaints seriously. If you experience any problem with our services, we encourage you to use this procedure so that we have the opportunity to put things right and continue improving the service provided in our local community.