Complaints Procedure at Hammersmith Carpet Cleaning

Hammersmith Carpet Cleaning is committed to providing reliable, professional carpet and upholstery cleaning services to all customers across our local service areas. We recognise that, on occasion, things may not go as planned. When this happens, we want to know about it so we can put things right and improve our services. This Complaints Procedure explains how you can raise a concern, how we will handle it, and what you can expect from us throughout the process.

Our Commitment to You

We aim to deal with all complaints fairly, promptly and in a respectful manner. Every complaint is treated seriously and is used as an opportunity to review and develop our cleaning services, staff training and customer care practices. We will always try to resolve issues informally and as quickly as possible, while keeping you fully informed.

What This Procedure Covers

This Complaints Procedure applies to any dissatisfaction you may have with services provided by Hammersmith Carpet Cleaning, including carpet cleaning, upholstery cleaning, rug cleaning, stain removal and related domestic or commercial work. It covers concerns about the quality of work carried out, conduct of staff, adherence to agreed appointment times, and any aspect of our customer service.

Raising a Complaint

If you are unhappy with any part of our service, please tell us as soon as possible so that we have the chance to resolve the issue quickly. In the first instance, we recommend raising your concern informally with the cleaner or representative who attended your property, either during or immediately after the visit. Many issues can be resolved on the spot through clarification, further cleaning, or a simple adjustment to the service.

If you prefer not to speak to our staff member directly, or if your concern is not resolved to your satisfaction, you can escalate the matter to our management team. When submitting your complaint, please provide the following information where possible:

The date and approximate time of the service, the service address, a brief description of the issue, including any areas or items affected, and details of any conversations already held with our staff regarding the matter. The more information you give us, the easier it will be for us to investigate your complaint thoroughly.

How We Handle Your Complaint

Once we receive your complaint, we will acknowledge it within a reasonable timeframe. We will then log the details of your complaint and begin an internal review. This may include speaking to the staff member who carried out the work, reviewing job notes, checking any photos taken before or after the clean, and, where necessary, arranging a follow up visit to your property to inspect the issue.

We aim to complete our initial investigation and provide you with a response as quickly as possible. In more complex cases, where further information or visits are needed, we will let you know about any delay and provide an updated timescale for our response.

Possible Outcomes and Resolutions

Our goal is to reach a fair and reasonable outcome that reflects the nature of the complaint and the services originally agreed. Depending on the circumstances, possible resolutions may include:

Providing additional cleaning to address missed or unsatisfactory areas, offering practical advice on aftercare or realistic expectations where there are limitations due to the condition, age or material of carpets or upholstery, issuing a partial or full refund where this is justified, and providing an explanation or apology where service standards have not been met.

We will always explain the reasons for any decision we make and the basis on which we have arrived at a proposed resolution.

Follow Up and Ongoing Concerns

If you are not satisfied with our initial response, you may ask for your complaint to be reviewed by a senior member of our management team. They will re examine the details of your case, including any further information you wish to provide, and will issue a final decision. We will make every effort to resolve matters at this stage and to maintain a constructive, respectful dialogue with you throughout.

In all instances, we ask that you treat our staff with courtesy. We will not tolerate abusive, threatening or discriminatory behaviour towards any member of our team, whether in person, by phone, or in writing.

Time Limits for Complaints

To help us investigate effectively, we encourage customers to raise complaints as soon as possible and ideally within a short period after the service has been completed. This allows us to recall events accurately and, where necessary, to inspect carpets or upholstery while conditions are still similar to those at the time of the clean. While we will consider complaints raised later, delays may limit the options available for putting things right.

Using Complaints to Improve Our Service

All complaints, whether minor or more serious, are recorded and reviewed regularly by our management team. We look for patterns or recurring themes, such as particular types of stains, materials or service timings, that may need additional staff training, changes to our cleaning processes, or updates to the way we explain our services and limitations to customers across our service areas.

By learning from feedback, we aim to provide a consistently high standard of carpet and upholstery cleaning and a dependable experience for both new and returning customers.

Confidentiality and Data Protection

Information you provide as part of a complaint will be handled sensitively and kept secure. Details will only be shared with staff who need them to investigate and resolve your concern. We will retain complaint records in line with our internal policies and applicable data protection requirements, using them solely for service improvement and quality monitoring.

Review of This Complaints Procedure

This Complaints Procedure is reviewed regularly to ensure it remains clear, effective and appropriate for the services offered by Hammersmith Carpet Cleaning. Updates may be made from time to time to reflect changes in our operations, industry standards or customer expectations. The current version of this procedure replaces any previous versions and applies to all services carried out by our company.

If you have any questions about this Complaints Procedure or how it applies to your situation, you may contact us using the details provided on our website or on your booking confirmation, and we will be happy to assist.