Brompton Carpet Cleaning Complaints Procedure

Brompton Carpet Cleaning is committed to providing a professional and reliable carpet and upholstery cleaning service. We take all complaints seriously and view them as an opportunity to improve our standards and customer experience. This Complaints Procedure explains how you can raise a concern, how we will respond, and the steps we take to reach a fair resolution.

Purpose of this Complaints Procedure

The purpose of this procedure is to provide a clear and straightforward process for handling complaints from customers who use our cleaning services. It is designed to ensure that your concerns are treated with respect, handled promptly, and resolved wherever possible to your satisfaction.

This procedure applies to all services provided by Brompton Carpet Cleaning, including carpet cleaning, rug cleaning, upholstery cleaning and related work carried out in homes, offices and commercial premises.

What We Class as a Complaint

A complaint is any expression of dissatisfaction about our services, staff, communication, pricing or the way a service has been carried out, where you are seeking a response or resolution. Examples include concerns about the quality of cleaning, damage or potential damage to property, conduct of a team member, missed or delayed appointments, or issues with quotes and invoices.

We encourage you to raise any concern as soon as possible so we can investigate while details are still clear and any issues can be addressed quickly.

How to Make a Complaint

You can make a complaint using any of the following methods:

Raise the matter with a team member at the time of service if possible and explain what has gone wrong. If it cannot be resolved on the spot, it will be passed to a senior member of staff. You may also contact our office to explain your concern, giving as much detail as possible about the service, the date and time of the visit, and what you are unhappy about. If you prefer to put your complaint in writing, you can send a written summary to our office address.

When making a complaint, please provide your full name, property address where the service took place, the date of the service, a description of the issue, and any supporting information such as photos or notes that will help us understand the problem.

Our Commitments and Response Times

We aim to acknowledge all complaints promptly and keep you informed throughout the process. Our typical timeframes are:

We will acknowledge receipt of your complaint as soon as reasonably possible after receiving it. We will then conduct an initial review and, where appropriate, may contact you for further information or clarification. We aim to provide a full response or an update within a reasonable period, depending on the complexity of the issue and the need for investigation.

If, for any reason, we require more time to complete our investigation, we will let you know and provide an estimated timeframe for our final response.

How We Investigate Complaints

Once a complaint is received, it is recorded and assigned to a responsible person, usually a manager or senior member of the team. The investigation may include speaking with the cleaning technicians who attended your property, reviewing booking and job records, examining before and after notes or inspection reports, and where necessary arranging a further visit to your property to inspect the area of concern.

We will consider all the information available and assess whether our service met our internal standards and the expectations set out at the time of booking. Our aim is to be fair, objective and transparent throughout the process.

Possible Outcomes and Resolutions

After investigating your complaint, we will explain our findings and the outcome. Depending on the circumstances, possible resolutions may include an explanation and discussion of what happened, an apology where appropriate, additional cleaning work or a revisit to address any areas of concern, practical steps to rectify issues identified, and where justified, consideration of a partial or full adjustment to charges for the affected service.

We will always seek a reasonable solution that reflects the nature of the problem, the condition of the items or surfaces before cleaning, and the agreed scope of work.

Escalation of Your Complaint

If you are not satisfied with the response or outcome at the first stage, you can request that your complaint be reviewed by a more senior member of Brompton Carpet Cleaning. When asking for an escalation, please explain why you are unhappy with the initial response and what outcome you are seeking.

The senior reviewer will look again at the details of your complaint, the steps taken so far, and any additional information you provide. Following this review, we will write to you with our final position and any further actions we are able to take.

Your Responsibilities as a Customer

For our complaints process to work effectively, we ask that you:

Report issues as soon as reasonably possible after the service. Provide accurate and complete information about what has happened. Allow us access to the property if an inspection or revisit is required. Treat our staff with courtesy and respect throughout the process.

In some cases, we may be unable to fully investigate a complaint if there has been a significant delay in reporting the issue or if circumstances have changed in a way that makes it impossible to assess the original condition.

Continuous Improvement

Brompton Carpet Cleaning uses information from complaints and feedback to review and improve how we deliver our services. We monitor trends, identify training needs for staff, and update our procedures to reduce the likelihood of similar issues occurring in future.

We value all feedback, whether positive or negative, and appreciate the opportunity to address concerns. Our aim is to provide a dependable and professional carpet and upholstery cleaning service supported by a clear, fair and accessible Complaints Procedure.