Complaints Procedure for Hammersmith Carpet Cleaners
Hammersmith 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 planned. When this happens, we want to hear from you so we can put things right and improve our services. This complaints procedure explains how to raise a concern, how we handle complaints, and what you can expect from us.
Purpose of this Complaints Procedure
The purpose of this complaints procedure is to provide a clear and fair process for customers who wish to raise concerns about any aspect of our cleaning services. It applies to all domestic and commercial customers using Hammersmith Carpet Cleaners and covers services delivered at homes, offices and other premises within our regular service areas.
We use feedback and complaints to review our standards, training and working practices. Every complaint is treated seriously and handled with professionalism, courtesy and confidentiality.
What We Class as a Complaint
A complaint is any expression of dissatisfaction about our services, staff conduct, communication, or how we handle bookings and payments, where a customer expects a response or resolution. Examples include:
Cleaning standards not meeting agreed expectations.
Damage or alleged damage to items or property during a visit.
Missed or significantly delayed appointments without adequate notice.
Concerns about the behaviour or attitude of a cleaner or staff member.
Disputes regarding charges, invoices, or the services delivered.
How to Make a Complaint
You can make a complaint using any usual communication method you use with Hammersmith Carpet Cleaners. When raising a complaint, please provide the following information to help us investigate efficiently:
Your full name and preferred contact details.
The service address and date of the clean.
A clear description of what went wrong and when it occurred.
Any supporting information, such as photographs, if available.
What outcome you are seeking, for example a re-clean or clarification on a charge.
We encourage you to raise any concerns as soon as possible, ideally within 48 hours of the service, particularly where cleaning quality or property condition is involved. This allows us to inspect and respond while the evidence is fresh and, where appropriate, carry out a rectifying clean.
Our Complaints Handling Stages
Our complaints procedure has three main stages to ensure your concerns are reviewed fairly and thoroughly.
Stage 1: Initial Review and Acknowledgement
Once we receive your complaint, we will log it in our internal system and acknowledge it within a reasonable timeframe. We will confirm that we have received your complaint and advise who will be responsible for handling it.
During this stage we may contact you for further information, clarify any points, or request supporting evidence. We aim to resolve straightforward issues at this stage, often with an explanation, a re-clean, or a mutually agreed solution.
Stage 2: Investigation and Response
If your complaint cannot be resolved immediately, it will proceed to a more detailed investigation. This may include:
Speaking with the cleaning operatives who attended the property.
Reviewing booking notes, job reports and any photographs.
Checking our service terms and any specific instructions given at the time of booking.
We will consider your comments carefully, alongside our records, to reach a balanced view. After the investigation, we will provide you with a written or clearly recorded response setting out:
Our understanding of your complaint.
The findings of our investigation.
Any proposed remedy or next steps.
We aim to complete this stage within a reasonable and practical timeframe, depending on the complexity of the issues raised.
Stage 3: Escalation and Final Review
If you are not satisfied with the outcome of Stage 2, you may request that your complaint be escalated for a final review by a senior member of the Hammersmith Carpet Cleaners team. At this stage, we will:
Re-examine all available information and the outcome reached at Stage 2.
Consider any new evidence or points you wish to raise.
Provide a final decision and explanation of our position.
Once this final decision has been issued, our internal complaints process will normally be considered complete.
Possible Outcomes and Remedies
Where a complaint is upheld, we may offer one or more of the following, depending on the circumstances:
A re-clean of the affected areas where this is appropriate and practical.
A partial or full refund for the relevant service, where justified.
An apology and explanation of what went wrong and how we will prevent recurrence.
Internal training or procedural changes to improve our service delivery.
All remedies are considered on a case-by-case basis, taking into account the nature of the service, the evidence available, and our responsibilities as a professional cleaning company.
Fairness, Confidentiality and Respect
We handle all complaints fairly and without discrimination. We expect our staff and customers to communicate respectfully throughout the process. Abusive, threatening or unreasonable behaviour may result in us limiting the ways we communicate while still addressing genuine service concerns where possible.
Your personal information will only be used for managing your booking and complaint, in line with our general data handling practices. Details are shared internally on a need-to-know basis so we can investigate and respond effectively.
Continuous Improvement
Hammersmith Carpet Cleaners views complaints and feedback as an essential part of maintaining and improving quality across all locations we serve. We periodically review complaints data to identify recurring themes, update staff training, and refine our cleaning methods, equipment and customer service procedures.
By following this complaints procedure, we aim to resolve individual issues promptly and fairly while strengthening our overall standards for every customer we serve.