Fulham Carpet Cleaners Complaints Procedure

Fulham Carpet Cleaners is committed to delivering reliable, professional carpet, rug and upholstery cleaning services. We recognise that, on occasion, things may not go to plan and you may wish to raise a concern or complaint. This Complaints Procedure explains how you can tell us about an issue, how we will respond, and what you can expect at each stage of the process.

Our Commitment to You

We aim to handle all complaints fairly, consistently and in a timely manner. Every complaint is an opportunity for us to put things right and to improve our cleaning services and customer care. We will always treat you with respect and expect our team to be treated reasonably in return.

When you contact us with a complaint, we will listen carefully, record the details accurately, and focus on resolving the matter as quickly and effectively as possible.

What Counts as a Complaint

A complaint is any expression of dissatisfaction about our services, staff, systems or communication where you would like a response or resolution. This can include, but is not limited to:

Poor quality carpet, rug or upholstery cleaning work;
Damage alleged to have been caused during a visit;
Missed, late or cancelled appointments;
Concerns about staff conduct or behaviour;
Issues with quotations, invoices or payment;
Problems with booking, communication or follow-up.

If you are unsure whether your concern is a complaint, please raise it with us and we will guide you through the most appropriate next step.

How to Make a Complaint

You can make a complaint in the way that is most convenient for you. You may contact us in writing or speak to us directly. If the complaint relates to a recent visit, we encourage you to contact us as soon as possible, ideally within 48 hours of the service, so that we can assess the work and respond promptly.

When submitting your complaint, please include the following information where possible:

Your full name and address;
Date and time of the cleaning appointment;
Type of service provided, for example carpet cleaning, rug cleaning or upholstery cleaning;
A clear description of the issue you experienced;
Any photographs or other evidence that may help us understand the problem;
How you would like us to resolve the matter, where this is known.

Stage One: Initial Resolution

In the first instance, complaints are handled by our customer service team or the relevant supervisor. Our aim at Stage One is to resolve straightforward issues quickly, often within a few working days.

We will:

Acknowledge receipt of your complaint and confirm that it is being reviewed;
Clarify any details if we require more information;
Review your booking and service records, and speak with the team member who attended your property where appropriate;
Provide you with a proposed resolution and a time frame for any remedial action.

Where practical, Stage One complaints will be resolved within ten working days. If we cannot complete our investigation within this period, we will let you know, explain why, and give you an updated time frame.

Stage Two: Formal Investigation

If you are not satisfied with the outcome at Stage One, you may request that your complaint is escalated for a formal investigation. At this stage, a manager or senior member of staff who has not previously handled the matter will review the complaint.

The formal investigation may include:

A review of all notes, communications and job records;
Discussions with the staff members involved;
A request for further information or evidence from you, where needed;
A site revisit or inspection, where this would assist in reaching a fair conclusion.

Following the investigation, we will provide a written response outlining:

The issues you raised;
The steps we took to investigate your complaint;
Our findings and conclusions;
Any offer of remedial work, refund, partial refund, or other resolution, where appropriate;
Any service improvements or staff training that we will implement as a result.

We aim to complete Stage Two within twenty working days. If more time is required due to the complexity of the matter, we will update you and provide a realistic completion date.

Remedies and Outcomes

Where our investigation shows that our service has fallen below our standards, we will consider a range of remedies. These may include:

Carrying out additional cleaning work at no extra cost;
Offering a partial or full refund, where justified;
Providing a discount on a future service;
Implementing changes to our processes, supervision or quality control;
Delivering additional training or guidance for staff.

Any remedy will be proportionate to the nature of the issue, the impact on you, and the findings of our investigation.

Escalation and Final Position

If, after our Stage Two response, you remain dissatisfied, you may ask us to review whether our procedures were followed correctly and whether any further steps are possible. We will confirm when we consider the complaint process to be complete and advise you of our final position.

If you wish to pursue the matter further, you may seek independent advice. Any external rights you may have, such as consumer law protections, are not affected by this Complaints Procedure.

Time Limits for Complaints

We encourage customers to raise complaints as soon as possible, particularly where they relate to the quality of carpet or upholstery cleaning. Prompt reporting allows us to assess the condition of the cleaned areas and respond effectively. Complaints raised a long time after the service may be more difficult to investigate fully, although we will always review any information you provide and respond as fairly as possible.

Data Protection and Confidentiality

All complaints are handled in line with our obligations under data protection law. We will keep records of your complaint, our investigation and the outcome. These records help us monitor our performance, identify trends and improve our services. Information relating to your complaint will only be shared with staff who need to see it in order to investigate and resolve the matter, or where we are legally required to disclose it.

Continuous Improvement

Feedback, whether positive or negative, is essential in maintaining high standards in our carpet cleaning work and customer service across our operating area. We regularly review complaints to identify recurring issues, patterns and opportunities for improvement. This may lead to enhancements in training, equipment, booking systems, on-site procedures, and communication with customers before and after each visit.

By following this Complaints Procedure, Fulham Carpet Cleaners aims to ensure that every concern is treated seriously, investigated thoroughly and resolved fairly, so that you can have confidence in choosing us for your cleaning needs.