Complaints Procedure for Brompton Carpet Cleaners
Brompton Carpet Cleaners is committed to delivering reliable, high-quality carpet, rug, and upholstery cleaning services. We recognise that, on occasion, things may not go as planned. This complaints procedure explains how you can raise a concern about our service and how we will deal with it in a clear, fair, and timely manner.
Our Commitment to You
We aim to resolve all complaints quickly and professionally. Every complaint is taken seriously and is viewed as an opportunity to improve our services. We will always treat you with respect and expect our team members to be treated with the same courtesy.
What This Procedure Covers
This complaints procedure applies to any dissatisfaction with our cleaning services, including but not limited to:
Quality of cleaning carried out on carpets, rugs, upholstery, or other soft furnishings.
Conduct, attitude, or professionalism of our technicians or office staff.
Appointments, timekeeping, or access arrangements for the property.
Pricing, quotations, invoicing, or payment issues.
Damage or alleged damage to property during the provision of our services.
If you are unsure whether your concern is covered, you may still raise it using this procedure and we will advise you accordingly.
Raising a Concern Informally
Many issues can be resolved quickly by speaking directly with the technician on site or contacting our office team as soon as possible. If you notice any problem with the work carried out, please raise it promptly so we can investigate and, where appropriate, take corrective action such as additional cleaning or adjustments to our work.
When raising an informal concern, please provide:
Your full name and the address where the service was provided.
The date and approximate time of the appointment.
A clear description of the issue you have experienced.
Any relevant supporting details, such as photographs or notes, which may help us understand the situation.
Making a Formal Complaint
If your concern cannot be resolved informally or you prefer to make a formal complaint from the outset, you may do so in writing. Written complaints help us to understand the matter in detail and to carry out a thorough review.
Please include the following information when making a formal complaint:
Your full name and contact details.
The service address and date of the cleaning appointment.
Names of any staff members you dealt with, if known.
A detailed description of your complaint, including what went wrong and when.
Details of any steps already taken to resolve the issue and the outcome.
What you would consider a fair resolution.
Our Complaints Handling Process
Once we receive your formal complaint, we will follow a structured process to ensure it is handled consistently and fairly.
Acknowledgement: We will acknowledge your complaint in writing within a reasonable time. This acknowledgement will confirm that we have received your complaint and that it is being reviewed.
Investigation: A member of our management team will review your complaint, examining all relevant information such as job notes, technician reports, and any photographs or other evidence provided. Where necessary, we may contact you for further details or arrange a visit to the property to inspect the work.
Response: After investigating, we will provide a written response explaining our findings, any conclusions we have reached, and any actions we propose to take. We aim to provide this response within a reasonable timeframe, depending on the complexity of the issue.
Possible Outcomes and Remedies
Where a complaint is upheld, we will seek to provide a fair and proportionate remedy. Possible remedies may include one or more of the following, depending on the circumstances:
Additional cleaning or re-cleaning of specific areas.
Rectification of work where reasonably possible.
A partial or full refund of charges where appropriate.
An apology and explanation of steps taken to prevent a recurrence.
If we do not uphold your complaint, we will explain our reasons clearly and provide the evidence on which our decision is based.
Time Limits for Complaints
To allow us to investigate effectively, we ask that complaints be raised as soon as possible and, in any event, within a reasonable time from the date of service. Complaints regarding the quality of cleaning should ideally be raised within a short timeframe so that the condition of the items and any issues can be properly assessed.
Customer Responsibilities
For complaints to be dealt with effectively, we ask customers to:
Provide accurate and complete information about the issue.
Allow reasonable access to the property where an inspection or remedial work is required.
Retain any relevant items in their post-service condition where damage or poor results are alleged, so that we can inspect them.
Communicate with our staff in a respectful and constructive manner.
Continuous Improvement
We regularly review complaints data and feedback to identify trends and areas for improvement. Training, process changes, and service enhancements may be introduced as a result of issues raised, helping us to improve our carpet and upholstery cleaning services for all customers in our service area.
Updates to This Procedure
Brompton Carpet Cleaners may update this complaints procedure from time to time to reflect changes in our services or in relevant guidance. The version published on our website will always be the most current. Any material changes will apply to complaints received after the updated procedure is published.
If you have any questions about this complaints procedure or how it applies to your situation, you may contact our office team for clarification before submitting a complaint.