Complaints Procedure for Carpet Cleaning Barnes

This Complaints Procedure sets out how customers of Carpet Cleaning Barnes can raise concerns about our carpet and upholstery cleaning services and how we will respond. Our aim is to handle every complaint promptly, fairly and in a way that protects your rights as a consumer.

Our commitment to resolving complaints

We are committed to providing a reliable and professional cleaning service across our local service area. If something goes wrong, we want to know about it so we can put it right and improve our standards. All complaints are taken seriously and handled confidentially in accordance with applicable consumer protection and data protection principles.

What counts as a complaint

A complaint is any expression of dissatisfaction about the quality of our work, the conduct of our staff or contractors, our prices and charges, our booking or administration processes, or the way we have handled a previous concern. You can complain whether you are a private household, landlord, tenant, or business client.

How to make a complaint

You can make a complaint in any of the following ways:

In writing: You may set out the details of your complaint and send it to our registered office or main trading address, marked for the attention of the complaints manager.

Online form or contact page: Where available, you may use any complaints or contact form on our website to describe the issue. Please clearly state that your message is a complaint.

Verbally: You may raise a complaint with a member of our team during a visit or over the phone. We will record details of your complaint and pass them to the person responsible for handling it.

When making a complaint, please include your full name, service address, approximate date and time of the clean, a description of what went wrong, and what outcome you are seeking, for example a re-clean or refund for part of the service.

Information we may request

To investigate your complaint effectively, we may ask you for additional information such as photographs of the affected area, copies of invoices or booking confirmations, and notes of any previous conversations about the issue. Providing clear and timely information will help us reach a fair and prompt resolution.

Timescales for acknowledging and responding

We will aim to acknowledge your complaint as soon as reasonably practical after receiving it. In most cases, we will provide a full written response within 14 days. If we need longer to investigate, for example where we need to visit the property again or obtain further information, we will let you know and give you an updated timescale.

How we investigate complaints

Once we receive your complaint, we will record it in our internal complaints log and assign it to an appropriate member of staff, usually a supervisor or manager who was not directly involved in the original work wherever possible. The investigation may include reviewing booking details and work orders, speaking with the operatives who carried out the cleaning, arranging a follow-up inspection of the property, and considering relevant service standards, guarantees or terms and conditions.

We will aim to conduct our investigation objectively and proportionately, taking into account all the information you have provided and any evidence from our team.

Possible outcomes and remedies

Depending on the findings of the investigation, we may offer one or more of the following remedies, where appropriate:

A clear explanation of what happened and whether our service fell below the standard we aim to provide. A repeat or additional clean of the affected area, at no extra cost to you. A partial or full refund, where justified by the circumstances. Practical advice on aftercare or maintenance to prevent further issues. An apology where we accept that we have fallen short of our standards.

Any remedy offered will be based on the evidence available and our obligations under consumer law. We will confirm the agreed resolution to you in writing where practical.

If you are not satisfied with our response

If you are unhappy with the outcome of your complaint, you may ask for it to be reviewed by a more senior member of our team. We will reconsider the information and may request further details or carry out another inspection. After this review, we will provide you with a final response setting out our position.

Nothing in this Complaints Procedure affects your statutory rights as a consumer or your ability to seek independent advice or pursue other remedies that may be available to you under law.

Urgent and health and safety issues

Where a complaint relates to a potential health and safety risk or serious damage to property, we will prioritise the investigation and, where necessary, take immediate steps to prevent any further risk. This may include stopping the use of certain products or equipment until checks have been completed or arranging an urgent visit to inspect the issue.

Confidentiality and data protection

All complaints will be handled in line with applicable data protection requirements. We will only share information about your complaint internally with those who need it to investigate and resolve the matter. We will keep records of complaints and their outcomes for an appropriate period so that we can monitor trends, train our staff and improve our service across the local area.

Continuous improvement

We view complaints as an important source of feedback. Where patterns or recurring issues are identified, we may review our cleaning methods, staff training, quality control checks, or booking processes. Our goal is to prevent problems from happening again and to enhance the experience of all customers who rely on carpet and upholstery cleaning services.

Changes to this Complaints Procedure

We may update this Complaints Procedure from time to time to reflect changes in the law, our services, or our internal processes. Any updates will apply from the date they are published and will not affect your existing legal rights.