Complaints Procedure

Fulham Carpet Cleaning Complaints Procedure

Fulham Carpet Cleaning is committed to providing reliable, high quality carpet, rug, upholstery and floor cleaning services. We recognise that on occasion things may not go as expected. This complaints procedure explains how you can raise a concern about our services, how we will respond, and what you can expect from us at each stage.

Purpose and Scope of This Procedure

This procedure applies to all domestic and commercial customers who have used Fulham Carpet Cleaning for cleaning services. It covers any expression of dissatisfaction about our work, our staff, the standard of cleaning, our conduct on site, our communication, or our handling of bookings and payments.

The complaints procedure is designed to be straightforward and accessible. It aims to resolve issues fairly, promptly and in a way that allows us to learn and improve our services across the local area we serve.

What We Class as a Complaint

A complaint is any concern or dissatisfaction you raise with us about our services, whether expressed verbally or in writing, where you would like a response or resolution. Examples include:

Cleaning not meeting the standard agreed in advance.

Damage allegedly caused during a visit.

Missed or significantly delayed appointments.

Unclear communication about pricing, scope of work or timings.

Conduct or attitude of cleaning staff on your premises.

If you are unsure whether your concern is a complaint, you may still raise it and we will confirm how it will be handled.

How to Raise a Complaint

You may raise a complaint through any reasonable method of communication, such as by phone, in writing by post or by speaking with a member of our team. When raising 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 the issue and how it has affected you.

Any steps already taken to resolve the matter informally.

Any supporting information, such as photos of areas of concern, if available.

Providing clear information helps us investigate more thoroughly and resolve your complaint more quickly.

Timeframe for Making a Complaint

To give us the best chance of investigating effectively, we ask that you raise any complaint as soon as possible after the cleaning service, and ideally within seven days. For matters relating to potential damage, it is particularly important that we are notified quickly so that we can inspect the area and consider any appropriate steps.

Our Complaint Handling Stages

We aim to resolve most issues promptly and informally. However, if a matter requires a more detailed review, we will follow the stages below.

Stage 1: Initial Review and Acknowledgement

Once we receive your complaint, we will review the information provided and acknowledge receipt as soon as reasonably practicable. At this stage, we may ask for further details to help us understand the issue clearly. We will also explain the next steps and the likely timescale for our investigation.

Stage 2: Investigation

A manager or supervisor will investigate your complaint. This may include:

Reviewing booking and job notes for your appointment.

Speaking with the cleaning technicians who attended your property.

Considering any photos, videos or other relevant evidence.

In some cases, we may request to revisit the property to inspect the carpet, upholstery or other surfaces in person. We will keep you informed if such a visit is needed.

Stage 3: Response and Outcome

After the investigation, we will provide you with a clear response. This will include:

A summary of your complaint.

Details of what we investigated and any findings.

Our decision on whether the complaint is upheld in full, in part, or not upheld.

Any actions we propose to resolve the matter.

Where appropriate, possible outcomes may include a re-clean of affected areas, a partial refund, a full refund, or other practical solutions. Our aim is to reach a fair outcome based on the information available.

Escalating Your Complaint Internally

If you are not satisfied with the outcome at the first stage, you may ask for your complaint to be reviewed by a senior member of our team not previously involved in the decision. When doing so, please explain why you are unhappy with the initial response and what outcome you are seeking.

The senior reviewer will consider the original investigation, any additional information, and whether our response was reasonable and in line with our policies. They may uphold, vary or overturn the earlier decision. We will then provide you with a final written response.

Our Commitments When Handling Complaints

Fulham Carpet Cleaning is committed to handling all complaints in a way that is fair, consistent and respectful. Specifically, we will:

Treat every complainant with courtesy and professionalism.

Acknowledge and address concerns without unnecessary delay.

Investigate impartially, considering all relevant information.

Keep you informed about progress where an investigation takes time.

Use what we learn to improve training, procedures and quality control.

Confidentiality and Data Protection

All complaints will be handled in confidence and shared only with those who need the information to investigate and respond. Any personal details you provide will be processed in line with applicable data protection requirements and used solely for the purpose of managing your complaint and improving our services.

Unreasonable or Abusive Behaviour

While we are committed to resolving complaints, we do not tolerate abusive, threatening or discriminatory behaviour towards our staff. In rare circumstances where a complainant acts unreasonably and this impacts our ability to handle a complaint, we may set clear boundaries on communications or, if necessary, bring our involvement to a close.

Continuous Improvement

Feedback from customers across our service area is essential to the ongoing improvement of Fulham Carpet Cleaning. We monitor and review complaints regularly to identify common themes and opportunities to enhance our cleaning processes, staff training and customer communication.

By following this complaints procedure, we aim to address issues constructively and maintain the high standards that our domestic and commercial customers expect from a professional cleaning company.