Complaints Procedure

Catford Carpet Cleaning Complaints Procedure

Catford Carpet Cleaning is committed to providing reliable and consistent cleaning services for homes and businesses. We recognise that, on occasion, things may not go as planned. This Complaints Procedure explains how you can raise a concern, how we will respond, and what you can expect from us at each stage.

Our Commitment To You

We aim to resolve all complaints fairly, promptly, and professionally. We treat every complaint as an opportunity to review our work, improve our services, and prevent similar issues from happening again. All complaints are handled with respect, courtesy, and confidentiality.

What This Procedure Covers

This procedure applies to complaints related to our carpet, rug, upholstery and hard floor cleaning services. It covers issues such as the quality of cleaning, conduct of cleaning staff, punctuality, damage or loss, and any concerns about how a booking or payment has been handled.

This procedure does not cover matters that are already the subject of legal action, or complaints about services that were not provided by Catford Carpet Cleaning.

How To Make A Complaint

If you are dissatisfied with any aspect of our service, please let us know as soon as possible so that we can investigate and put things right. Wherever possible, raise your concern within 48 hours of the cleaning visit, as this helps us assess the situation accurately.

You can make a complaint in the following ways:

Directly to the cleaner or team leader at the time of service, if appropriate, so that they have the opportunity to correct any issues on the spot.

In writing to our office, providing your name, address, details of the service, the date and time of your booking, and a clear description of the problem you experienced.

When making a complaint, please include supporting details such as photographs of the issue, a list of affected areas or items, and any relevant reference numbers or dates.

Information We Need From You

To help us investigate your complaint efficiently, please provide the following information where possible:

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

The date and approximate time of the cleaning session.

A clear description of what went wrong, including which rooms, items, or surfaces were affected.

Any steps already taken to address the problem, such as speaking with the cleaner on the day.

Photographs or other evidence, if available, especially for issues such as staining, damage, or areas that may have been missed.

How We Will Handle Your Complaint

We follow a clear, step by step process to ensure that all complaints are handled fairly and consistently.

1. Acknowledgement

Once we receive your complaint, we will record it in our internal system. We will then send you an acknowledgement confirming that your complaint has been received. We aim to acknowledge all complaints within three working days.

2. Investigation

We will review the details of your complaint carefully. This may involve speaking with the cleaners who attended, checking booking records and cleaning notes, and reviewing any photographs or other evidence you have provided.

We may contact you to ask for further information or clarification. In some cases, we may propose a follow up visit to inspect the property or to attempt to rectify the issue directly.

3. Response And Outcome

After we have completed our investigation, we will provide you with a written response. Our reply will explain our understanding of the complaint, the steps we have taken to investigate it, and the outcome of that investigation.

Where appropriate, we may offer one or more of the following:

An apology and explanation of what went wrong.

A re clean of specific areas or items, where this is practical and appropriate.

A partial or full refund, where justified by the findings.

Changes to our internal procedures, staff training or quality checks to prevent a similar issue arising in future.

We aim to provide a full written response within ten working days of acknowledging your complaint. If we are unable to meet this timescale, for example in more complex cases, we will let you know and provide an updated timeframe.

If You Are Not Satisfied With The Outcome

If you remain unhappy with our response, you may ask for your complaint to be reviewed by a senior member of our team who was not involved in the original investigation. They will re examine the details of your complaint, the investigation carried out, and the outcome offered.

Following this review, we will provide you with a final written response setting out our position and any further actions we are willing to take.

Time Limits For Complaints

We encourage customers to raise any concerns as soon as possible after the service has taken place. Complaints raised more than 14 days after the cleaning visit may be more difficult to investigate, particularly where access, condition of items, or evidence has changed over time. We will still consider late complaints but our ability to offer remedies may be limited.

Confidentiality And Data Protection

All complaints are handled in confidence. Information about your complaint will only be shared with staff who need it to investigate and resolve the issue. We will store information related to your complaint in line with our data protection responsibilities and retain it only for as long as necessary for legal, regulatory, and quality assurance purposes.

Using This Procedure Fairly

We are committed to treating every customer fairly and do not tolerate abusive, threatening, or discriminatory behaviour towards our staff. Where behaviour is considered unreasonable or abusive, we may limit or end further communication, while still meeting any legal or contractual obligations we may have.

Continuous Improvement

We regularly review complaints and feedback to monitor patterns and identify areas where our services can be improved. This may include updating training, adjusting cleaning methods, improving booking processes, or strengthening quality control checks across our service area.

Review Of This Complaints Procedure

This Complaints Procedure is reviewed periodically to ensure it remains clear, fair, and effective. Updated versions may be issued from time to time to reflect changes in our services, internal processes, or legal requirements.