Dulwich Carpet Cleaners Complaints Procedure

At Dulwich Carpet Cleaners, we are committed to providing dependable, high-quality carpet and upholstery cleaning services. We recognise that, on occasion, things may not go as planned. When this happens, we want to know about it so we can put matters right promptly, learn from the experience, and continually improve our service for customers across our local service area.

Our Commitment To You

We take every complaint seriously and aim to handle all concerns in a fair, transparent, and timely manner. Our objectives are to make it easy for you to raise an issue, to keep you informed throughout the process, and to provide a clear outcome with reasons for any decisions we make.

This complaints procedure explains how you can raise a concern about any aspect of our cleaning services, what you can expect from us once a complaint is made, and the timescales in which we aim to respond.

What This Procedure Covers

This procedure applies to complaints about any service provided by Dulwich Carpet Cleaners, including but not limited to:

Carpet cleaning for homes and businesses, upholstery and rug cleaning, stain removal and odour treatment, end of tenancy or moving-in cleans where we provide soft-furnishing or floor cleaning, and customer service issues such as staff conduct, timekeeping, communication, and invoicing.

We welcome feedback whether the issue is minor or more serious. Raising a concern helps us address any problems you have experienced and supports our ongoing quality control.

How To Make A Complaint

You can make a complaint in writing, by phone, or in person. Please provide as much information as possible to help us understand and investigate the matter. This may include your full name, the service address, the date and approximate time of the cleaning visit, a description of the problem, and what outcome you would like to see.

If you raise a concern during or immediately after a visit, you can speak directly with the cleaning technician attending your property. If the issue cannot be resolved on the spot, or if you prefer, you may escalate the matter to our office team using your usual contact method with us.

Timescales For Raising A Complaint

We ask that you raise any concerns as soon as reasonably possible after the service has taken place. This allows us to investigate effectively and, where appropriate, revisit your property while the issue is still recent and clearly identifiable. While we will consider complaints raised at any time, reporting within a few days of the service generally gives the best opportunity for a practical resolution.

How We Handle Your Complaint

Once we receive your complaint, we will acknowledge it and begin our review. In most cases, we will:

Assess the details you have provided and clarify any points if needed, review our booking records, job notes, and any photographs or evidence available, speak with the cleaning technician or team who attended, where relevant, and arrange a follow-up visit or call if we need to inspect the work or discuss the matter further.

Our aim is to provide an initial response as soon as practicable, normally within a few working days. More complex issues, or those requiring additional investigation, may take longer, but we will keep you informed of progress and expected timescales.

Possible Outcomes And Resolutions

Where our investigation shows that our service has fallen short of the standards we set, we will work with you to agree a fair and reasonable resolution. Depending on the nature of the problem, this may include:

Offering a re-clean of the affected areas, where this is appropriate and practical, providing advice on aftercare or follow-up steps to address any remaining concerns, adjusting an invoice where the service delivered does not match what was agreed, and taking internal steps such as additional staff training or changes to our procedures to prevent a recurrence.

Some issues may arise from factors beyond our control, such as pre-existing damage, wear, or permanent staining in carpets and fabrics. In these cases we will explain clearly what we have found, why a particular outcome may not be achievable, and any options that may still be available to you.

Escalating Your Complaint

If you are not satisfied with the initial response or proposed resolution, you may ask for your complaint to be reviewed at a higher level within Dulwich Carpet Cleaners. When you do so, please set out why you remain dissatisfied and what further outcome you are seeking.

A more senior member of our team will then re-examine your complaint, the steps taken so far, and any evidence available. They may contact you to request further information or to clarify aspects of the case. We will then provide a further response with our final position on the matter.

Confidentiality And Data Protection

All complaints are handled with respect for your privacy. Information you provide will be used only for the purpose of investigating and resolving your complaint and for monitoring and improving our services. We store complaint records securely and in line with applicable data protection requirements.

Using Complaints To Improve Our Service

Your feedback is an important part of our quality assurance. We routinely review complaints and outcomes to identify patterns, address recurring issues, and refine our working methods. This may include updating equipment and products, reviewing our booking and communication processes, or delivering additional training to cleaning staff.

By following this complaints procedure, Dulwich Carpet Cleaners aims to ensure that every concern is treated with care and that customers across our service area can rely on a fair and consistent approach whenever something goes wrong.