Complaints Procedure for Tooting Bec Carpet Cleaners

Tooting Bec Carpet Cleaners is committed to delivering reliable, professional carpet and upholstery cleaning services. We understand that on occasion something may not meet your expectations. This Complaints Procedure explains how you can raise a concern about our services and what you can expect from us in response.

Our Commitment to You

We aim to provide a clear, fair and prompt process for handling all complaints. Every concern raised is taken seriously and is used as an opportunity to review and improve our work. We are committed to:

Responding to complaints politely and professionally.

Investigating matters thoroughly and impartially.

Keeping you informed at each stage of the process.

Offering a fair resolution where a service has fallen below the standards we aim to provide.

Scope of This Complaints Procedure

This procedure covers complaints relating to our carpet, rug, upholstery and related cleaning services, including:

Quality of cleaning or finishing.

Conduct or behaviour of staff or operatives.

Timescales, punctuality and access arrangements.

Damage to property or belongings allegedly arising from our work.

Administration issues such as bookings, invoicing or payment disputes.

This procedure does not cover general enquiries, requests for quotes, or routine booking changes, which should be raised through our usual customer service channels.

How to Make a Complaint

You can raise a complaint in writing or verbally. Written complaints help us to review and record matters clearly, but we will accept complaints in any reasonable form. When contacting us, please provide:

Your full name and, if relevant, the property address where the service took place.

The date and approximate time of the cleaning visit.

A clear description of the issue you are unhappy about.

Any steps already taken to resolve the matter informally with our team.

Any supporting information you consider relevant, for example photographs of areas of concern or copies of invoices.

We encourage you to raise your complaint as soon as possible after the service, so we can investigate while details are still fresh and any issues can be inspected easily.

Initial Resolution and Informal Handling

Many issues can be resolved quickly through discussion with our team. In the first instance, we will usually:

Review your concerns with the operative or team member involved.

Offer, where appropriate, to revisit the property to inspect the work carried out.

Explain any relevant limitations of cleaning processes, for example where staining or damage is permanent and cannot be remedied by cleaning alone.

Where a straightforward solution is available, such as re-cleaning an area or addressing a minor oversight, we will seek to put this in place promptly with your agreement.

Formal Complaint Handling Process

If your concern cannot be resolved informally, or you request that it be treated as a formal complaint, the following process will apply.

Acknowledgement

We will acknowledge your complaint as soon as reasonably possible. In our acknowledgement we will confirm that your complaint has been logged and provide an outline of the next steps and indicative timescales.

Investigation

Your complaint will be reviewed by a manager or senior member of staff who was not directly involved in the work in question wherever possible. The investigation may include:

Reviewing records of the booking, job sheets and any photographs taken by our team.

Speaking with the staff members who attended the property.

Requesting additional information or clarification from you if necessary.

Arranging a site visit to inspect the areas of concern, if appropriate and with your agreement.

We aim to complete our investigation within a reasonable timeframe, depending on the complexity of the matter and the availability of all parties.

Outcome and Response

Once we have completed our investigation, we will provide you with a clear response. This will normally include:

A summary of your complaint.

An outline of the steps we took to investigate.

Our findings and conclusions.

Any proposed resolution or remedial action.

Where we find that our service has fallen below the standard we aim to provide, we may offer one or more of the following, depending on the circumstances:

Additional cleaning work at no extra cost.

A partial or full refund of the service fee.

Practical steps to remedy or reduce any impact where reasonably possible.

Where we do not uphold your complaint, we will explain the reasons for our decision.

Time Limits for Raising Concerns

To enable an effective investigation, we ask that you raise any complaint about cleaning quality or visible issues as soon as practicable, and ideally within a short period after the service has been completed. Delays in notifying us may limit our ability to inspect the work or verify conditions at the time of service and may affect the options available for resolution.

Your Responsibilities

We ask that all customers treat our staff with respect and allow us a reasonable opportunity to investigate and resolve matters. This includes:

Providing accurate information about the service and the issues you have experienced.

Allowing access to the property for inspection or remedial work, where agreed.

Communicating in a courteous and constructive manner throughout the process.

Continuous Improvement

All complaints are recorded and reviewed periodically so we can identify patterns, training needs, or improvements to our systems and procedures. Feedback, whether positive or negative, helps us improve the reliability and quality of the carpet and upholstery cleaning services we provide.

Updates to This Complaints Procedure

We may update this Complaints Procedure from time to time to reflect changes in our services or in relevant industry practices. The version made available on our website will always be the most current. Any changes will apply to complaints raised after the updated procedure is published.

If you have any questions about this Complaints Procedure or how it applies to your particular situation, you can contact us through our usual customer service channels and we will be happy to explain the process in more detail.