Complaints Procedure
Complaints Procedure for Swiss Cottage Carpet Cleaners
Swiss Cottage Carpet Cleaners is committed to delivering reliable, high quality carpet, rug and upholstery cleaning services. We recognise that, on occasion, clients may feel that the service they received did not meet their expectations. This complaints procedure explains how to raise a concern, how we will respond, and the steps we will take to resolve matters in a fair and timely manner.
Purpose and Scope
This complaints procedure applies to all domestic and commercial customers who use our cleaning services. It covers concerns about the quality of work, punctuality, conduct of cleaning staff, communication, pricing clarity and any aspect of the customer experience directly related to our services.
The aim of this procedure is to provide a clear process so that complaints are handled consistently, respectfully and efficiently, and to ensure that any justified concerns lead to improvements in how we operate.
What We Class as a Complaint
A complaint is any expression of dissatisfaction, whether spoken or written, where a customer expects a response or resolution. Examples include situations where you believe that:
The standard of cleaning did not meet what was agreed, reasonable or previously experienced.
Our team did not arrive within the agreed time frame without reasonable explanation.
Our staff behaved in a way that you consider unprofessional or discourteous.
You feel that charges were unclear, inaccurate or did not reflect the service provided.
Your property or belongings may have been damaged during the delivery of our services.
You are unhappy with how a previous concern or query was handled.
How to Raise a Complaint
We encourage customers to raise concerns as soon as possible so that we can investigate while the details are fresh and resolve issues promptly. You can make a complaint verbally or in writing.
When you submit a complaint, please provide the following information where possible:
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 or did not meet your expectations.
Any supporting information you feel is relevant, such as photographs or a list of areas you believe were missed.
How you would ideally like us to resolve the issue, for example a re-clean or other remedy you consider reasonable.
Timescales for Making a Complaint
To allow us to investigate effectively, we ask that you contact us as soon as possible after the service, and no later than 7 days after the work has been completed. Complaints raised outside this period may be more difficult to verify due to subsequent use of the property or changes to conditions, but we will still review the matter and decide what steps, if any, we can reasonably take.
Our Complaints Handling Process
Once a complaint is received, we will follow these stages:
Acknowledgement. We aim to acknowledge your complaint promptly. Where the complaint is made verbally, we will confirm our understanding of the issue with you. For written complaints, we will confirm that we have received your message and are investigating.
Initial Assessment. We will review the information provided, including any records from the booking, notes from the cleaning team and any images or evidence you have supplied. Where needed, we may ask you for further details to make sure we have a full picture of what happened.
Investigation. The complaint will be reviewed by an appropriate member of management who was not directly involved in the original service wherever possible. They may speak with the cleaning operatives concerned, check schedules and review any relevant internal documents.
Outcome and Response. After the investigation, we will explain our findings and any decision in clear terms. Where we agree that the service fell below our usual standards, we will outline the remedy we can offer. Where we do not uphold your complaint, we will explain the reasons for that decision.
We aim to provide a full response within 10 working days of receiving your complaint. If, for any reason, we anticipate that it will take longer, we will let you know and give an indication of when you can expect a final response.
Possible Resolutions
Our priority is to find a fair and practical solution. Depending on the nature and extent of the issue, appropriate resolutions may include:
A complimentary re-clean of the affected area or areas, scheduled at a mutually convenient time.
A partial or, in rare cases, full refund where this is deemed reasonable.
A goodwill gesture, which may be offered in addition to or instead of other remedies.
An explanation or clarification where the complaint arises from a misunderstanding about the scope of work or limitations of certain cleaning processes.
We will always consider the condition of items prior to cleaning, the information provided at the time of booking, and any disclaimers or limitations explained before work began.
Situations Where We May Not Be Able to Uphold a Complaint
While we strive to be fair and accommodating, there are circumstances where we may not be able to uphold a complaint or offer the remedy requested. For example:
Where pre-existing damage, heavy wear or permanent staining limits the results that any cleaning process can achieve.
Where the issue arises from factors outside our control, such as ongoing building works, pets, or subsequent spills after the service was completed.
Where the scope of work was clearly defined and delivered as agreed, and the complaint relates to additional tasks that were not booked or paid for.
We will always explain our reasoning clearly and respectfully if we are unable to agree with your assessment of the situation.
Escalating a Complaint
If you are not satisfied with the initial response, you may ask for your complaint to be reviewed by a more senior member of our team. They will re-examine the details, any evidence provided, and the decision already made. The outcome of this review will be communicated to you, along with any further actions we can reasonably take.
Confidentiality and Data Protection
All complaints will be handled in confidence and only shared with staff who need the information in order to investigate and resolve the issue. Any personal data collected in connection with your complaint will be processed and stored securely in line with our data protection obligations and retained only for as long as necessary to manage the complaint and meet legal or regulatory requirements.
Continuous Improvement
We value feedback and see every complaint as an opportunity to improve our carpet and upholstery cleaning services. Where recurring issues are identified, we will review our staff training, procedures, and quality checks to reduce the likelihood of similar concerns arising in the future.
By publishing this complaints procedure, Swiss Cottage Carpet Cleaners aims to provide clarity, transparency and reassurance to all customers in our service area. We want you to feel confident that any concerns will be taken seriously, examined carefully and addressed fairly.
