Complaints Procedure for Swiss Cottage Carpet Cleaners

Swiss Cottage Carpet Cleaners is committed to providing reliable and professional cleaning services for carpets, rugs, upholstery and related soft furnishings. We recognise that, on occasion, you may feel that our service has not met your expectations. This Complaints Procedure explains how you can raise a concern, how we will respond and what you can expect at each stage of the process.

Purpose of this Complaints Procedure

The purpose of this procedure is to provide a clear and fair framework for handling complaints from residential and commercial customers. Our goals are to resolve issues promptly, learn from feedback and continually improve our cleaning services across our local service area.

This procedure covers all aspects of our work, including bookings, communication, punctuality, conduct of cleaning staff, quality of carpet and upholstery cleaning, aftercare advice and any follow-up visits.

What We Class as a Complaint

A complaint is any expression of dissatisfaction about our services, whether justified or not, that requires a response. Examples include concerns about:

Quality of carpet, rug or upholstery cleaning, including visible marks or stains remaining after treatment. Professionalism, behaviour or attitude of our cleaning operatives. Punctuality, missed appointments or late arrivals. Misunderstandings about pricing, quotations or invoicing. Damage or suspected damage to property or belongings during cleaning. Communication before, during or after your booking.

We welcome all feedback, whether minor or serious, as it helps us to maintain and improve our standards.

How to Raise a Complaint

You can make a complaint in writing or verbally. While we will accept complaints made in any format, we encourage you to put your concerns in writing wherever possible, so that we have a clear record of the issue.

When raising a complaint, please provide as much detail as you can, including: Your full name and, if relevant, the name of your business. The property address where the cleaning took place. The date and approximate time of the service. A clear description of what went wrong or what you are dissatisfied with. Any photographs that illustrate the problem, for example remaining stains or areas you believe have been damaged. Any steps you have already taken to try to resolve the matter informally.

Providing detailed information at the outset helps us to investigate quickly and respond more effectively.

Time Limits for Making a Complaint

We ask that you raise any concerns as soon as reasonably possible after the service has been provided. For issues relating to cleaning quality, we recommend contacting us within 48 hours of the work being carried out, so that we can inspect the area while conditions are still similar to those at the time of cleaning.

Complaints raised after a longer period will still be considered, but our ability to assess and resolve the issue may be reduced if significant time has passed or if the area has been used or treated by someone else.

Our Complaints Handling Stages

Stage 1: Initial Review and Acknowledgement

Once we receive your complaint, we will record it and arrange for an appropriate member of our team to review the details. We aim to acknowledge your complaint within a reasonable timeframe and to confirm that it is being investigated.

Stage 2: Investigation

A supervisor or manager will examine the information you have provided, along with any relevant job records, technician notes, pre-inspection forms and photographs taken before or after the cleaning. Where appropriate, we may contact you to request further details or to arrange a site visit to inspect the areas of concern.

During the investigation, we will consider: The condition and age of the carpets or upholstery before cleaning. Any pre-existing wear, damage, stains or issues highlighted at the survey or on the day of service. The cleaning methods, products and machinery used. Compliance with our internal procedures and industry guidelines.

Stage 3: Response and Proposed Resolution

After the investigation, we will explain our findings and set out any proposed steps to resolve the matter. Depending on the circumstances, possible outcomes may include: Further cleaning or stain treatment of the affected areas. Practical aftercare advice to help you maintain results. A partial or full refund where appropriate and justified by the findings. An explanation where we believe the service was carried out correctly and no further action is possible.

We will always aim to respond in a fair and balanced way, taking into account the nature of the complaint, the condition of the items cleaned and the evidence available.

Stage 4: Escalation

If you are not satisfied with the outcome at Stage 3, you may request that your complaint be reviewed by a more senior member of our team. Please clearly explain why you remain unhappy and what outcome you are seeking. The senior reviewer will examine the original investigation, any new information and the proposed resolution before providing a final response on behalf of the company.

Our Commitments to You

In handling complaints, Swiss Cottage Carpet Cleaners is committed to the following principles: Treating all customers respectfully and without bias. Handling all complaints confidentially and in line with data protection requirements. Aiming to resolve issues as promptly as circumstances allow. Providing clear explanations of our decisions and any limitations of carpet and upholstery cleaning, especially for older or heavily soiled items. Using feedback and complaint outcomes to train staff and improve our local cleaning services.

Limitations and Fair Use of this Procedure

While we strive to provide excellent results, certain stains, odours, wear patterns and damage cannot always be fully removed or reversed, even with professional cleaning methods. This is particularly relevant for long-standing stains, pet damage, heavy traffic areas and items made from delicate or unstable fibres.

Our responsibility will be assessed in light of pre-existing conditions, agreed work scope and industry-accepted cleaning limitations. We will always be honest about what can and cannot be achieved with your carpets and upholstery.

Review of this Complaints Procedure

This Complaints Procedure is reviewed periodically to ensure it remains clear, practical and effective for customers using our services. Updates may be made to reflect changes in law, best practice or our internal processes. The most recent version will always apply to new complaints.

By outlining this process, Swiss Cottage Carpet Cleaners aims to provide reassurance that any concerns about our cleaning services will be taken seriously, investigated properly and handled in a professional and transparent manner.