Complaints Procedure
Complaints Procedure for Marylebone Carpet Cleaners
Marylebone Carpet Cleaners is committed to providing reliable, professional cleaning services for homes and businesses. We recognise that, on occasion, things may not go as planned. This complaints procedure explains how you can raise concerns about our carpet, upholstery, rug, or related cleaning services, and how we will handle and resolve your complaint promptly and fairly.
Our Commitment to Service and Fairness
We aim to deliver a consistently high standard of cleaning and customer care across our service areas. When something goes wrong, we are committed to listening, understanding the issue, and putting things right where we can. We treat all complaints seriously, whether they relate to the quality of work, behaviour of staff, scheduling, access to your property, or any other aspect of our service.
We use the feedback from complaints to improve our systems, staff training, and quality control so that we can prevent similar issues from occurring in the future.
What Counts as a Complaint
A complaint is any expression of dissatisfaction about our cleaning services or the way we have handled an enquiry or booking, where you expect a response or resolution. This may include:
Issues with the quality or completeness of carpet, rug, upholstery, or mattress cleaning; Concerns about punctuality, missed appointments, or last minute changes; Concerns about the conduct, attitude, or presentation of our cleaning teams; Problems relating to pricing that is different from what was clearly agreed in advance; Concerns about care taken with your property or belongings, including accidental damage; Any dissatisfaction with how a previous concern or query was handled.
We encourage you to raise any issues as soon as possible after the service so that we can investigate while details are still clear.
How to Make a Complaint
You can make a complaint in writing or verbally. Written complaints help us keep clear records and ensure we understand all the details. You may wish to include the following information to help us investigate:
Your full name and, if relevant, the name on the booking; The service address and the date the cleaning was carried out; A description of the service you booked, such as carpet cleaning, upholstery cleaning, or end of tenancy cleaning; A clear description of what went wrong, including specific rooms, items, or areas; Any photographs that help illustrate the problem, if available; Details of what you would consider a fair and reasonable resolution.
We recommend submitting your complaint within seven days of the service. Where a complaint is raised later, we will still do our best to investigate, but evidence may be more limited.
How We Handle Your Complaint
Once we receive your complaint, it will follow a clear and structured process to ensure it is handled fairly and efficiently.
Initial acknowledgement: We will confirm receipt of your complaint and may ask for any further details or photographs that will help us understand the situation. Investigation: A senior team member or manager will review the cleaning records, any notes from the cleaners, and any supporting information you have provided. They may contact you for clarification or to arrange a convenient time to revisit the property if inspection is required. Assessment: We will consider whether the service met our internal standards, agreed scope of work, and any specific instructions you provided at the time of booking. Response: We will provide you with a clear response explaining our findings, any steps we propose to resolve the matter, and any actions we will take to improve our service where relevant.
We aim to provide a full response within ten working days of receiving all relevant information. If we need longer due to the complexity of the issue, we will let you know and provide an updated timeframe.
Possible Outcomes and Remedies
Where our investigation shows that our service did not meet the standards we aim to provide, we will propose a fair and proportionate remedy. Depending on the circumstances, this may include:
Offering a re clean of the affected areas within a reasonable timeframe; Offering a partial or full refund where appropriate; Providing a credit or discount for future services; Taking internal action such as further staff training or changes to our processes; Where damage has occurred and we are responsible, considering repair, replacement, or an appropriate contribution in line with our terms and conditions.
Any remedy offered will take into account the nature of the issue, how significantly it affected you, and the terms of the service that were agreed before the cleaning took place.
If You Are Not Satisfied With the Outcome
If you are unhappy with the outcome of your complaint or feel that your concerns have not been fully addressed, you may ask for your complaint to be reviewed by a more senior manager. During this review, we will reassess the information, consider any new details, and confirm our final position.
We will explain the reasons for our final decision clearly. While we may not always be able to agree with your preferred solution, we are committed to reaching a fair and reasonable conclusion based on the evidence available.
Using Complaints to Improve Our Services
Complaints are an important source of feedback and help us to improve our carpet and upholstery cleaning services for all customers. We regularly review complaints data to identify patterns, such as recurring issues with particular types of cleaning, products, or procedures, and then take steps to address them.
This may include updating our cleaning methods, revising checklists, reviewing our booking procedures, or providing additional staff training to ensure that your experience of Marylebone Carpet Cleaners remains as reliable and professional as possible.
Confidentiality and Data Protection
We handle all complaints with respect and confidentiality. Information you provide in connection with a complaint is used solely for investigating and resolving your concerns, monitoring service quality, and meeting our legal and regulatory responsibilities. We store and process any personal information in line with applicable data protection laws and our internal policies.
By setting out this complaints procedure, Marylebone Carpet Cleaners aims to ensure that every customer knows how to raise a concern and what to expect from us in response. We value your feedback and appreciate the opportunity to put things right when they go wrong.
