Complaints Procedure for Canary Wharf Carpet Cleaning
Canary Wharf Carpet Cleaning is committed to delivering reliable, high-quality carpet and upholstery cleaning services. We recognise that, on occasion, customers may feel that we have not met their expectations. This Complaints Procedure explains how you can raise a concern, how we will respond, and what you can expect from us at each stage.
Our Commitment to Fair and Transparent Handling
We aim to deal with all complaints promptly, fairly, and consistently. Every complaint is treated as an opportunity to improve our services across the areas we cover. We will always listen carefully, investigate thoroughly, and keep you informed of our findings and any actions we take.
We handle all complaints confidentially and in line with relevant legal and regulatory requirements. Information is only shared with team members who need it to investigate and resolve your concern.
What Is a Complaint
A complaint is any expression of dissatisfaction about our cleaning services, customer service, or the conduct of our staff, whether the issue is raised verbally or in writing. This may include concerns about the quality of cleaning, punctuality, behaviour of operatives, pricing clarity, or how your enquiry or booking was handled.
We encourage you to raise a complaint as soon as you notice a problem, so we can address it while the details are still fresh and any practical issues can be resolved quickly.
How to Make a Complaint
You can make a complaint using any of the following methods:
Verbal complaints: You may raise a concern directly with the cleaning operative on site, or with a member of our office team. If possible, please provide the date and time of the service, the address where the work was carried out, and a brief description of the issue.
Written complaints: You can submit a written complaint via post or an online form where available. Please include your full name, service address, date of service, and a clear description of your concerns, along with any relevant photographs or documentation that support your complaint.
We recommend making your complaint within 7 calendar days of the service, especially for issues relating to visible cleaning results, to allow us to assess the situation accurately.
Information We Need From You
To help us investigate your complaint effectively, please provide:
Your name and contact details so we can respond to you
The address where the service was carried out
The date and approximate time of the service
A clear description of what went wrong and when you first noticed the issue
Details of any discussions you have already had with our team or operatives
Any photos, invoices, or notes that help illustrate the problem
The more information you supply, the easier it will be for us to reach a fair and timely resolution.
How We Will Handle Your Complaint
We will follow a clear, step-by-step process to handle your complaint:
1. Acknowledgement
We will acknowledge your complaint as soon as reasonably possible. For written complaints, this will usually be within 3 working days of receipt. Our acknowledgement will confirm that we have received your complaint and outline the next steps.
2. Initial Assessment
We will review the details you have provided and decide who is best placed within the company to investigate. In most cases, this will be a manager who was not directly involved in carrying out the original service.
3. Investigation
During the investigation we may:
Review job notes, booking details, and any service records
Speak with the cleaning operatives or staff involved
Request further information or clarification from you
Arrange, where appropriate, to revisit the property to assess the issue in person
4. Response and Proposed Resolution
Once the investigation is complete, we will provide a clear response. This will normally be within 10 working days of acknowledging your complaint, although more complex matters may take longer. If we need more time, we will let you know and explain the reason for the delay.
Our response will explain:
What we have investigated
What we have found
Whether your complaint has been upheld in full, in part, or not upheld
What actions we propose to take to resolve the matter
Possible Outcomes and Remedies
Depending on the nature of your complaint and our findings, possible outcomes may include:
A repeat visit to rectify the cleaning work where feasible
Adjustment to the service provided or recommendations for further treatment
A partial or full refund, where appropriate
An apology and explanation where the issue cannot be practically remedied
Internal measures such as staff training or changes to our procedures to prevent a similar issue arising again
We aim to propose outcomes that are proportionate, fair, and focused on putting things right wherever reasonably possible.
If You Are Not Satisfied With the Outcome
If you are unhappy with our initial decision or proposed resolution, you may request that your complaint be reviewed by a more senior member of our management team. Please explain why you remain dissatisfied and what outcome you are seeking.
The senior review will consider all available information and may involve additional enquiries. We will then provide you with a final response, explaining our position and any further options that may be open to you.
Time Limits and Historic Complaints
We encourage customers to raise any concerns as soon as possible. Complaints made many weeks or months after the service may be more difficult to investigate fully, especially where conditions at the property have changed or where evidence is no longer available. While we will always do our best to help, our ability to offer remedies for historic complaints may be limited.
Continuous Improvement
All complaints are logged and reviewed regularly so we can identify trends and areas for improvement. This may lead to updates to staff training, service procedures, or customer communication, helping us to maintain high standards in the communities and properties we serve.
We appreciate your feedback and the opportunity to address any concerns you may have. Our goal is to resolve issues constructively and maintain your confidence in Canary Wharf Carpet Cleaning.
