Shepherds Bush Carpet Cleaners Complaints Procedure

Shepherds Bush Carpet Cleaners is committed to providing reliable, high-quality carpet, rug and upholstery cleaning services. We recognise that, on occasion, things may not go as expected. This Complaints Procedure explains how you can tell us if you are unhappy, how we will respond, and what you can expect at each stage of the process.

Our Commitment to You

We aim to resolve all complaints fairly, consistently and as quickly as possible. We will always treat you with respect, listen carefully to your concerns, and use the feedback we receive to improve our cleaning services across the area we serve.

What This Procedure Covers

This procedure covers complaints relating to carpet cleaning, upholstery cleaning, rug cleaning and related services carried out by Shepherds Bush Carpet Cleaners, including:

• Quality of cleaning work performed
• Conduct, attitude or behaviour of our cleaning technicians or office staff
• Missed or delayed appointments and scheduling issues
• Damage or suspected damage to items or property during a visit
• Billing queries and disputes directly connected to a service received

This procedure does not cover issues that are outside our reasonable control, such as access problems, pre-existing damage or conditions, or situations where our recommendations and terms were not followed.

How to Make a Complaint

If you are dissatisfied with any aspect of our service, please let us know as soon as possible. The sooner you contact us, the easier it is for us to investigate and put things right.

Information to Provide

When raising a complaint, please include the following information where possible:

• 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 this has affected you
• Any reference number or other details provided at the time of booking
• Photographs of the issue, where relevant and available

Stage One: Initial Resolution

In many cases, issues can be resolved quickly and informally by speaking with our office team. We encourage you to raise your concern at the earliest opportunity so we can attempt an immediate resolution.

At this stage we will:

• Listen carefully to your concern and clarify any details if needed
• Check your booking history and service notes
• Where appropriate, discuss the matter with the cleaning technician involved
• Propose a practical solution, which may include re-cleaning specific areas, adjusting an invoice where justified, or other reasonable steps

We aim to resolve most complaints at this stage within a reasonable timeframe. If we are unable to do so, or if you are not satisfied with the response, you may ask for your complaint to be reviewed formally under Stage Two.

Stage Two: Formal Complaint Review

If your complaint cannot be resolved informally, it will be escalated for a formal review by a senior member of our team.

During this stage we will:

• Acknowledge your complaint and confirm that it is being reviewed
• Conduct a more detailed investigation, which may include speaking to the staff involved and reviewing any photographs or supporting evidence
• Consider the terms and conditions agreed at the time of booking
• Assess whether our service met our internal standards and reasonable industry practice

Once the investigation has been completed, we will provide you with a written response setting out:

• A summary of the issues you raised
• The findings of our investigation
• Any actions we will take to put things right, where appropriate
• Any changes we intend to make to our processes, where relevant

Possible Outcomes

Depending on the nature and outcome of the investigation, possible resolutions may include:

• A detailed explanation and, where appropriate, an apology
• A partial or full re-clean of certain areas, where reasonable and practical
• A goodwill gesture, where appropriate
• An adjustment or refund, where justified by the findings

All resolutions are considered on a case-by-case basis, taking into account the circumstances, evidence, and the terms under which the service was provided.

Your Responsibilities

To help us resolve your complaint effectively, we ask that you:

• Report issues as soon as possible after the service
• Provide clear and accurate information about what has gone wrong
• Allow us reasonable access to inspect, investigate or re-clean affected areas where this is required
• Communicate with our team in a polite and respectful manner

Using Feedback to Improve Our Service

Every complaint is an opportunity for us to review how we work and improve the quality and consistency of our carpet and upholstery cleaning across our service area. We regularly review feedback and complaint outcomes to identify patterns, provide further training for our staff, and refine our systems and processes.

Updates to This Complaints Procedure

We may update this Complaints Procedure from time to time to reflect changes in our services, internal processes or legal requirements. The current version will always apply to any complaint raised with us.

This Complaints Procedure is designed to be transparent and easy to understand. If anything is unclear or you would like further information about how we handle complaints, please let us know when you contact us.