Complaints Procedure for Carpet Cleaners E3 Customers
This complaints procedure explains how customers of Carpet Cleaners E3 can raise concerns about our carpet, rug and upholstery cleaning services, and how we will respond. Our aim is to handle every complaint fairly, consistently and as quickly as possible, while using feedback to improve our services across the area we cover.
Our Commitment to Resolving Complaints
We are committed to providing a professional cleaning service and clear communication at every stage. If something goes wrong, we want to know about it so we can put matters right. All complaints are taken seriously and are treated with respect, confidentiality and without discrimination. You will never be charged for making a complaint and raising a concern will not affect any ongoing or future services with us.
What Counts as a Complaint
You may wish to make a complaint if you are dissatisfied with any aspect of our service, including but not limited to:
Quality of carpet, rug or upholstery cleaning work carried out at your property.
Conduct, attitude or professionalism of our cleaning technicians or office staff.
Appointments, timings, delays, or our communication regarding bookings.
Damage, marks or other issues you believe were caused during our visit.
How we have handled a previous enquiry, request, or concern.
If you are unsure whether your concern is covered, you may still raise it and we will guide you through the next steps.
How to Make a Complaint
You can raise a complaint in writing or verbally. Written complaints are preferred where possible, as they help us keep a clear record and ensure we understand all the details. When making a complaint, please provide the following information:
Your full name and address where the cleaning took place.
The date of the service and, if possible, your booking reference.
A clear description of what happened and why you are unhappy.
Any relevant photos, such as images of areas you believe were not cleaned properly or potential damage.
What outcome you are seeking, for example a re-clean, correction of an issue, or a refund.
Verbal complaints can be made to a member of our team, who will record the details and follow the same process as written complaints.
Timescales for Raising a Complaint
To help us investigate effectively, we ask that complaints relating to completed work are raised as soon as possible, and ideally within 72 hours of the service. For concerns about damage, stains, or issues that have appeared after drying, we understand some matters may only become visible later. In these cases, please contact us as soon as you notice a problem.
How We Handle Your Complaint
We follow a structured process to ensure every complaint is reviewed carefully:
Initial acknowledgement. We will acknowledge your complaint and confirm that it is being reviewed. Where you have contacted us in writing, we will respond using the same channel unless you request otherwise.
Information gathering. We may ask for further details to help us understand what happened. This can include photographs, clarification of the issues, or confirmation of who was present during the service.
Internal review. The complaint will be reviewed by a senior member of staff who was not directly involved in the original job wherever possible. They may speak with the cleaning technician and office staff and review any notes, job forms or photographs we hold.
Proposed resolution. Once we have completed our review, we will explain our findings and set out our proposed resolution. We aim to do this within a reasonable time frame. If we need more time for a complex issue, we will let you know and keep you updated.
Possible Outcomes and Remedies
Depending on the circumstances and findings of our investigation, we may offer one or more of the following outcomes:
A re-clean of part or all of the affected area, such as specific rooms or items of upholstery.
A partial or full refund where this is appropriate and proportionate.
Rectification or contribution towards repair, in line with any applicable terms and conditions and subject to evidence.
An explanation and, where necessary, an apology if service standards have not been met.
Changes to our internal processes, staff training or service methods to reduce the risk of similar issues arising again.
We will always aim to reach a fair and reasonable outcome that reflects the circumstances of your complaint and any evidence available.
Escalating Your Complaint
If you are not satisfied with the outcome of your complaint or how it has been handled, you may request that the matter be escalated for a further internal review. This review will be carried out by a more senior member of the company who will reconsider the information and the decision already made. After this stage, we will confirm our final position in writing. Any further escalation options may depend on the nature of the service, any insurance involvement, or applicable consumer rights.
Confidentiality and Data Protection
All complaints are handled confidentially. Information you provide will be used only for the purposes of investigating and resolving your complaint, managing our services and meeting our legal obligations. We store complaint records securely and only share details internally with staff who need them to deal with your case.
Using Feedback to Improve Our Services
Every complaint and piece of feedback helps us improve our carpet and upholstery cleaning services. We regularly review complaint trends to identify areas where we can enhance staff training, equipment, cleaning methods or customer communication. Our goal is to use your experience, whether positive or negative, to deliver a consistently higher standard of service to all customers in our service area.
Review of This Complaints Procedure
This complaints procedure is reviewed periodically to ensure it remains clear, accessible and effective. We may update it to reflect changes to our services, working practices or legal requirements. The latest version will always apply to any new complaints raised with us.
