Queens Park Carpet Cleaners Complaints Procedure
Queens Park Carpet Cleaners is committed to providing reliable, professional carpet and upholstery cleaning services. We aim to deliver high standards on every visit, but we recognise that sometimes things may not go as expected. 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 take all complaints seriously and use them as an opportunity to review and improve our services. Our key commitments when handling a complaint are:
To listen carefully and treat you with respect and courtesy at all times.
To acknowledge your complaint promptly and clearly.
To investigate thoroughly and objectively.
To respond in plain language and explain our findings.
To put things right where we are at fault, as quickly as reasonably possible.
To learn from the issue and, where appropriate, improve our processes, training, or quality checks.
What Counts as a Complaint
A complaint is any expression of dissatisfaction about our cleaning services, our staff, or the way we have handled an enquiry or booking, where you are expecting a response or resolution. Examples include, but are not limited to:
Concerns about the quality or outcome of a carpet, rug, or upholstery clean.
Damage or suspected damage to items or property during a visit.
Missed or significantly late appointments without satisfactory explanation.
Concerns about the behaviour or conduct of a team member.
Problems with billing, invoicing, or pricing that you believe are incorrect.
How to Make a Complaint
You can raise a complaint in the way that is most convenient for you. Please provide as much detail as possible, including your full name, the service address, the date and approximate time of the clean, and a clear description of the issue. Where relevant, include photographs and any reference numbers or details from your booking confirmation or invoice.
You may contact us through your usual channel of communication with Queens Park Carpet Cleaners. If your complaint relates to an ongoing job, you may also raise it directly with the cleaner or team on site, who will then pass the details to our office for follow-up.
Time Limits for Raising a Complaint
To help us investigate effectively, we ask that you raise any complaint relating to a completed clean as soon as possible and, where practical, within 7 days of the service date. Complaints relating to possible damage to carpets, upholstery, or other items should normally be raised within 24 hours of you becoming aware of the concern.
We may still investigate complaints raised after these timeframes, but the passage of time can limit the options available, especially if further cleaning, use, or third-party work has taken place.
How We Will Handle Your Complaint
Our complaint handling process is designed to be clear, fair, and timely. The key stages are as follows.
1. Acknowledgement
Once we receive your complaint, we will acknowledge it as soon as reasonably possible. In most cases this will be within two working days. At this stage we may request additional details, such as photographs, videos, or access to the property for inspection.
2. Investigation
An appropriate member of our team will review your complaint. This may include speaking with the cleaner or team who attended your property, examining job notes, reviewing photographs taken before or after cleaning, and, where necessary, arranging a revisit to inspect the work or area in question.
We aim to complete our initial investigation within 10 working days. If the issue is complex or requires specialist input, we will let you know that we need more time and explain why.
3. Response and Outcome
After the investigation, we will provide you with a clear response. This will set out what we have found and, where we believe we are at fault or could reasonably have done better, the steps we propose to take. These may include:
Offering a re-clean of the affected area.
Providing a partial or full refund where appropriate.
Making a goodwill gesture, where justified by the circumstances.
Advising you on next steps if we believe a different type of service or specialist is required.
If we do not uphold your complaint, we will explain our reasons as clearly as possible, referring to any relevant information from our visit, the condition of the items before cleaning, and any limitations explained at the time of booking or during the pre-inspection.
Escalating Your Complaint
If you are not satisfied with the outcome or the way your complaint has been handled, you may ask for it to be reviewed by a senior member of our team. Please clearly state why you remain unhappy and what resolution you are seeking. The complaint will then be reconsidered, taking into account any additional information you provide, and you will receive a further response.
Limitations and Exclusions
While we always aim to achieve the best possible results, some stains, wear, and fibre damage cannot be fully resolved by cleaning. Natural limitations linked to the age, condition, or composition of carpets and upholstery may affect the outcome. These factors will be taken into account during any complaint investigation.
We are unable to accept responsibility for issues that result from pre-existing damage, manufacturer defects, incorrect installation, or problems that were pointed out and accepted before or during the service. Where a third party has subsequently carried out work that may have affected the original condition, this may also limit the remedies available.
Confidentiality and Data Protection
All complaints are handled in confidence. Information you provide will only be shared with those who need it to investigate and resolve your complaint or to improve our services. We will store complaint records securely and retain them only for as long as is reasonably necessary for these purposes and to meet any legal or regulatory requirements.
Using Feedback to Improve Our Service
Every complaint is recorded and reviewed so that we can identify trends, training needs, and opportunities to improve our cleaning methods, customer service, and communication. By sharing your concerns, you help us maintain and raise our standards across the areas we serve.
Closing a Complaint
A complaint will be treated as closed when we have provided a final written or verbal response, and either you have confirmed that you are satisfied, or we have explained that we cannot reasonably take the matter further. Even when we cannot fully agree on the outcome, we will always aim to leave you with a clear understanding of our position and the reasons for it.
Queens Park Carpet Cleaners appreciates the time you take to raise concerns, and we remain committed to handling every complaint fairly, promptly, and professionally.