Belgravia Carpet Cleaning Complaints Procedure

Belgravia Carpet Cleaning is committed to providing a reliable, high quality cleaning service to all customers. We recognise that, on occasion, things may not go as planned. When this happens, we want to know about it so we can put matters right promptly and improve our services for the future. This Complaints Procedure explains how you can raise a concern, how we will respond, and what you can expect at each stage.

Purpose and Scope

This procedure applies to all domestic and commercial customers who have used Belgravia Carpet Cleaning for any cleaning service, including but not limited to carpet, upholstery, rug, and hard floor cleaning. It covers complaints about the standard of work, conduct of staff, scheduling issues, communication, and any aspect of the service you feel has fallen below your expectations.

We treat all complaints seriously, whether minor or significant, and aim to resolve them fairly, consistently, and as quickly as possible.

What We Class as a Complaint

A complaint is any expression of dissatisfaction with our services, however small, where you are seeking a response or resolution. Examples include:

Service quality issues, such as areas missed during cleaning, visible residues, damage allegedly caused during a visit, or results not matching what was agreed.

Customer care issues, such as unprofessional behaviour, lateness without notice, or poor communication before, during, or after an appointment.

Administrative issues, such as incorrect invoices, booking errors, or misunderstanding about pricing or the scope of work.

If you are unsure whether your concern is a complaint, please raise it with us; we will always listen and advise on the best way forward.

How to Make a Complaint

You can make a complaint using any written method that is convenient for you, for example via our website contact form or by sending a written note to our office address. If you prefer to speak to someone, you may also raise your concern verbally with a team member, who will record the details for you.

To help us investigate quickly, please provide:

Your full name and the address where the service was carried out.

The date and approximate time of the service.

A clear description of what went wrong and how you believe it could be put right.

Any supporting information, such as photographs or notes, if relevant.

We encourage customers to raise complaints as soon as possible after the issue arises, ideally within 7 days of the service, so that we can investigate while details are still fresh and, where appropriate, inspect the work.

Our Complaints Handling Stages

Stage 1: Acknowledgement

Once we receive your complaint, we will acknowledge it in writing. We aim to acknowledge all complaints within 3 working days. This acknowledgement will confirm that we have received your complaint and will explain the next steps, including who will be handling the matter and the expected timescale for a full response.

Stage 2: Investigation

Your complaint will be reviewed by a senior member of our team who was not directly involved in the original work wherever possible. The investigation may include:

Reviewing your booking details and job notes.

Speaking to the operatives who attended your property or business premises.

Examining any photographs, correspondence, or other evidence you have provided.

If necessary and practical, we may request a site visit to inspect the area of concern and understand the issue fully. We will always seek your agreement before arranging any visit.

Stage 3: Response and Resolution

Following the investigation, we will send you a written response. We aim to provide a full response within 10 working days of acknowledging your complaint. If we need more time, for example due to the complexity of the issue or the need to arrange a site visit, we will let you know and provide an updated timescale.

Our response will set out:

What we have understood your complaint to be.

What we have found during our investigation.

Any steps we have already taken.

Our proposed resolution or explanation if we do not uphold part or all of the complaint.

Possible resolutions may include, where appropriate and at our discretion, a re-clean of the affected area, a partial or full refund, a credit towards future services, or an explanation and advice where limitations of materials or pre-existing conditions are the cause of the issue.

If You Are Not Satisfied With the Outcome

If you are unhappy with our Stage 3 response, you may ask for a further review. In this case, your complaint and our initial handling will be reviewed by a more senior manager or director, who will consider whether the procedure has been followed correctly and whether the outcome was reasonable based on the evidence available.

Following this review, we will provide a final written response. This will normally be issued within 10 working days of your request for a review. This final response will explain our position clearly and will mark the conclusion of our internal complaints process.

Our Commitment to Fairness and Confidentiality

All complaints are handled confidentially and in line with applicable data protection requirements. Information is only shared internally with staff who need it to investigate and resolve the complaint. We aim to handle all matters impartially and without discrimination, ensuring that making a complaint does not affect the standard of service you receive from Belgravia Carpet Cleaning in the future.

Using Feedback to Improve Our Services

We view complaints and customer feedback as an important opportunity to improve. All complaints are recorded and monitored so we can identify recurring issues, training needs, or changes required to our systems and working practices. This helps us continually refine the way we deliver carpet and upholstery cleaning services across our service area and ensures a consistent, professional experience for all customers.

Summary

Belgravia Carpet Cleaning aims to resolve complaints quickly, fairly, and professionally. By following this Complaints Procedure, we seek to ensure that every customer feels listened to, respected, and treated with honesty and transparency. If you have any concerns about our services, we encourage you to contact us so that we can work with you to reach a satisfactory outcome.