Camden Carpet Cleaning Complaints Procedure

Camden Carpet Cleaning is committed to providing reliable, high quality carpet, upholstery and floor cleaning services to households and businesses. We aim to resolve any concerns quickly, fairly and consistently. This Complaints Procedure explains how you can raise an issue with us and what you can expect from our response.

Our Approach to Complaints

We treat every complaint seriously and view feedback as an opportunity to improve our services. Whether you are a residential customer or a commercial client, our objectives are to respond promptly, investigate thoroughly, and provide a clear outcome.

We will always try to resolve matters informally at first, however this procedure sets out the formal stages should you feel that an informal resolution is not suitable or has not fully addressed your concerns.

What This Procedure Covers

This Complaints Procedure applies to all cleaning services provided by Camden Carpet Cleaning, including but not limited to carpet cleaning, rug cleaning, upholstery cleaning, mattress cleaning, hard floor care and related work carried out at your home, office or other premises.

You may use this procedure to raise concerns about the quality of work, the conduct of our technicians, adherence to agreed appointments, or how we have handled your personal information or your booking details.

How to Make a Complaint

You can make a complaint in writing or verbally. If you raise a concern directly with a technician on site, they will aim to resolve it immediately where possible and will ensure that the office team is made aware of your concern.

When contacting us, please provide the following information so that we can deal with your complaint efficiently:

The name the booking was made under, the service address, the date and approximate time of the service, a description of what went wrong or fell below your expectations, and any steps you would like us to consider as part of the resolution. If applicable, you may also describe any visible issues such as staining, damage or incomplete areas, including when you first noticed them.

Timescales for Acknowledgement and Response

We aim to acknowledge all complaints as soon as reasonably possible after receipt. Where a full response cannot be provided immediately, we will open an internal review and keep you updated on progress.

Our aim is to provide a clear written or verbal response to most complaints within ten working days of acknowledgement. If your complaint is more complex or requires further investigation, for example where we need to review technician reports or revisit the property, we will let you know and give you an updated timescale.

Our Investigation Process

Once we receive your complaint, we will log the details in our internal system and assign a member of staff to manage the case. The investigation may involve speaking with the technicians who attended, reviewing work records, job notes and any photographs taken at the time of service, and if necessary, arranging a follow-up inspection at your premises.

We will review the complaint impartially, taking into account the information you have provided, the services booked, any limitations discussed before the work started, and the condition of the carpets or other items cleaned.

Outcomes and Resolutions

When the investigation is complete, we will explain our findings and the outcome to you clearly. Depending on the circumstances, possible outcomes may include additional cleaning work, practical advice on aftercare and drying times, guidance on realistic expectations where staining or wear is permanent, a partial or full refund where appropriate, or confirmation that the service was delivered in line with what was agreed and industry practice.

Our goal is always to reach a fair and reasonable solution that reflects both the condition of the item before cleaning and the service that was provided.

If You Remain Unhappy

If you are not satisfied with the initial outcome, you may ask for your complaint to be reviewed by a senior member of staff. They will re-examine the case, including the original investigation and any new information you wish to provide, and will issue a final position on behalf of Camden Carpet Cleaning.

Once a final decision has been given, we will normally consider the complaint closed, unless new and significant evidence comes to light that was not previously available.

Your Responsibilities as a Customer

To help us resolve complaints effectively, we ask that you raise any concerns as soon as reasonably possible after the service. Please follow any aftercare advice given, such as drying times, ventilation, and restrictions on foot traffic or furniture placement, as failing to do so can affect both the results and our ability to investigate.

We also ask that you treat our staff and technicians with respect. We do not tolerate abusive, threatening or discriminatory behaviour. In extreme cases, we may decline further services where behaviour towards our team is unacceptable.

Recording and Using Complaint Information

We keep a record of complaints in order to monitor performance, identify recurring issues and improve our carpet and upholstery cleaning services across our service area. Information relating to your complaint is handled in line with our data protection practices and is only shared internally where necessary for investigation and training.

By following this Complaints Procedure, Camden Carpet Cleaning aims to ensure that every customer has a clear, fair and accessible way to raise concerns and that all issues are dealt with in a professional and timely manner.