Twickenham Carpet Cleaning Complaints Procedure

Twickenham Carpet Cleaning is committed to delivering reliable and professional carpet, upholstery and hard floor cleaning services. We recognise that, on occasion, customers may feel that we have not met their expectations. This Complaints Procedure explains how you can raise a concern, how we will respond, and the steps we take to put things right wherever possible.

Our commitment to handling complaints

We treat all complaints seriously and use them as an opportunity to improve our services across our cleaning areas. We aim to handle every complaint fairly, consistently and promptly, keeping you informed at each stage. We will always treat you with courtesy and respect, and we expect our customers to engage with our team in the same way.

What this procedure covers

This procedure covers complaints relating to residential and commercial carpet cleaning, upholstery cleaning, rug cleaning and other associated cleaning services provided by Twickenham Carpet Cleaning. It includes concerns about the quality of work, conduct of cleaning staff, punctuality, damage to property and administration or booking issues.

This procedure does not cover general enquiries, requests for quotations or cancellations that follow our normal booking terms. Those should be handled through our usual customer service channels at the time of booking or before the scheduled service.

Before making a formal complaint

In many cases, issues can be resolved quickly by speaking with us as soon as you notice a problem. If you are unhappy with any aspect of your cleaning service, please let us know as soon as possible, ideally on the day of the clean or within a short period afterwards. Early communication gives us the best chance to inspect the area, review what happened and agree a suitable solution, such as a re-clean or adjustment to the service.

How to make a complaint

If your concern cannot be resolved informally, or you prefer a more formal approach, you can submit a complaint in writing. When you contact us, please provide the following information so we can investigate thoroughly:

1. Your full name and the service address
2. The date and approximate time of the cleaning service
3. A clear description of the issue and how it has affected you
4. Any relevant photographs or notes describing the problem
5. Details of any discussions you have already had with our staff about the issue

Providing complete information helps us understand what has happened and speeds up the investigation process.

Time limits for raising a complaint

We ask that complaints are raised within a reasonable time of the service being provided. For most cleaning work, complaints should normally be made within 7 days of the service date. Issues relating to damage to property should be reported as soon as they are noticed. While we will always try to help, it may be more difficult to investigate or resolve complaints raised significantly after the work has taken place.

What happens after we receive your complaint

Once we receive your complaint, we follow a clear process designed to be fair, transparent and timely. The stages are as follows:

1. Acknowledgement: We will confirm that we have received your complaint and record it in our internal system.
2. Initial review: A senior member of staff will review the details and may contact you to clarify any points or request additional information.
3. Investigation: We may speak to the cleaning technicians involved, review any job notes, inspect the property if appropriate, and assess any photographs or evidence you have provided.
4. Response: After the investigation, we will provide you with a written response explaining our findings, any conclusions we have reached and the steps we propose to take.

Timescales for responses

We aim to acknowledge complaints promptly and to complete our investigation within a reasonable timeframe. Straightforward issues may be resolved within a few working days, while more complex matters may take longer. If we need more time, we will let you know and provide an updated timescale. Our goal is always to keep you informed so you understand what is happening and when you can expect a final response.

Possible outcomes and resolutions

Where our investigation shows that our service has fallen below the standards we expect, we will aim to put things right. Depending on the circumstances, possible outcomes may include one or more of the following:

1. An explanation of what went wrong and why
2. A re-clean of part or all of the affected area
3. A partial or full refund for the service, in line with our terms
4. A goodwill gesture where appropriate
5. Internal training or process improvements to prevent similar issues in future

Where we do not uphold the complaint, we will explain our reasons clearly and provide any information that supports our decision.

If you remain dissatisfied

If you are not satisfied with the outcome of your complaint, you may request that it is reviewed by a different senior staff member. They will examine the original investigation, any new information you provide, and decide whether the initial response should be upheld or amended. This review will be the final stage of our internal complaints procedure.

Our approach to fairness and confidentiality

We handle all complaints confidentially and only share information with staff who need it to investigate and resolve the issue. We aim to treat both customers and staff fairly, considering all perspectives before reaching a conclusion. We do not tolerate abusive, threatening or discriminatory behaviour towards our team, and we may restrict communication or withdraw services in serious cases.

Using complaints to improve our services

Feedback from customers, including complaints, is an important part of maintaining high standards in our carpet, upholstery and floor cleaning work. We regularly review complaint patterns to identify areas where we can improve training, equipment, scheduling or communication. By following this Complaints Procedure, we aim to resolve individual issues and continuously enhance the quality and reliability of our services in the areas we serve.