Complaints Procedure for Twickenham Carpet Cleaners

Twickenham Carpet Cleaners is committed to providing reliable, professional carpet and upholstery cleaning services. We aim to resolve any concerns quickly, fairly, and in a way that leaves customers confident in our work. This complaints procedure explains how to raise a complaint, how we will handle it, and what you can expect from us throughout the process.

Our Commitment to You

We understand that issues can sometimes arise, even with careful planning and experienced cleaning technicians. When this happens, we want to put things right as soon as possible. We are committed to:

Listening carefully to the details of your complaint;
Responding promptly and clearly;
Investigating the matter thoroughly and impartially;
Keeping you informed at every stage;
Offering a fair and appropriate resolution wherever we are at fault;
Using feedback to improve our services across our local cleaning areas.

What Is a Complaint

A complaint is any expression of dissatisfaction about our services, staff, communication, or the way we have handled a booking or visit, where you would like a response or resolution. This may include:

Concerns about the quality of carpet, rug, upholstery, or hard floor cleaning;
Issues with punctuality, professionalism, or conduct of our cleaners;
Disputes about pricing, quotations, or payment;
Problems with how an appointment was arranged, changed, or cancelled;
Damage alleged to have occurred during a cleaning appointment;
Any situation where you feel we have not met the standard of service you expected.

How to Raise a Complaint

We encourage customers to raise any concern as soon as possible, so that we can investigate while details and evidence are still clear. You can make a complaint by contact method already provided to you when you booked your service. When you contact us, please provide:

Your full name and the service address;
The date and approximate time of the cleaning visit;
A clear description of what went wrong and how it has affected you;
Any relevant photographs or supporting information that may help us review the matter;
How you would ideally like the issue to be resolved.

If your concern is raised verbally during a visit, the attending technician will do their best to resolve it on the spot and will pass full details to our office so that it can be logged and reviewed.

Timescales for Acknowledgement and Response

We will aim to acknowledge your complaint within three working days of receiving it. This acknowledgement will confirm that we have received your complaint and provide information about the next steps.

We aim to provide a full response within ten working days. If the matter is complex or requires additional investigation, it may take longer to reach a conclusion. In such cases, we will keep you updated and explain the reason for any delay, along with an expected timeframe for our final response.

How We Investigate Complaints

Every complaint is taken seriously and is reviewed objectively. Our investigation may include:

Reviewing your booking details, job notes, and any relevant photographs or reports;
Speaking with the technician or team who attended your property;
Checking our cleaning methods, products, and equipment used for the job;
Assessing whether industry standards and our own procedures were followed;
Considering any previous communication with you relating to the booking.

We will weigh all information provided by you and by our staff in order to reach a balanced and fair outcome.

Possible Outcomes and Resolutions

Once the investigation is complete, we will provide you with a clear explanation of our findings and any actions we propose to take. Depending on the situation, these actions may include, where appropriate:

Offering to revisit your property to re-clean specific areas;
Providing advice or guidance on aftercare where this may help improve results;
Offering a partial or full refund where our service has clearly fallen short;
Providing a goodwill gesture, at our discretion, to recognise inconvenience caused;
Explaining why no further action is possible, where we are not found to be at fault.

Any agreed resolution will be confirmed to you in writing where appropriate, so that you have a clear record of the outcome.

Damage or Loss During Cleaning

If you believe that damage or loss has occurred during a visit by Twickenham Carpet Cleaners, please notify us as soon as possible. We may ask you for photographs and for access to the affected area or item so that we can assess the situation and consider whether the issue is linked to our work.

We will review any claim carefully and fairly, taking into account the age and condition of items, pre-existing wear, typical risks associated with cleaning, and manufacturer care instructions. Where we are found to be responsible, we will discuss appropriate remedies with you. These may include repair, replacement, or contribution towards costs, depending on the circumstances and any applicable limitations or terms you were provided before the service.

Escalating a Complaint

If you are unhappy with the initial outcome of your complaint, you may ask for it to be reviewed again. In your request, please explain why you remain dissatisfied and what further resolution you are seeking. A more senior member of our team will then re-examine the case, including all previous correspondence and evidence, and provide a final written response wherever possible.

Using Complaints to Improve Our Service

Feedback from customers across our service areas is vital in helping us maintain and improve standards. We review complaints regularly to identify patterns and make changes, such as additional staff training, adjustments to our booking procedures, or improvements to our cleaning methods and equipment.

By following this complaints procedure, Twickenham Carpet Cleaners aims to handle all concerns fairly, transparently, and with respect for our customers and staff. We appreciate the opportunity to resolve issues and to demonstrate our commitment to high-quality cleaning services.