Lambeth Carpet Cleaners Complaints Procedure

At Lambeth Carpet Cleaners, we aim to deliver reliable, high quality cleaning services. We understand that, on occasion, you may feel that our service has not met your expectations. This Complaints Procedure explains how you can raise a concern, how we will handle it, and the standards you can expect from us at each stage.

Our Commitment to Managing Complaints

We treat all complaints seriously and view them as an opportunity to review and improve our services. We are committed to:

Responding to complaints promptly and courteously, treating every customer with respect and fairness, investigating concerns thoroughly and impartially, keeping you informed throughout the process, and providing clear outcomes and, where appropriate, reasonable remedies.

What This Procedure Covers

This procedure covers complaints relating to our cleaning services, including but not limited to:

The quality of carpet, upholstery, rug, or hard floor cleaning, the conduct, attitude, or appearance of our cleaning operatives, failure to attend at an agreed time or significant delays, damage to property alleged to have been caused by our work, and issues with bookings, access, or other service-related arrangements.

This procedure does not cover matters that are being or have been handled by an insurance provider, or disputes that have already been fully investigated and closed under this procedure, unless new evidence is presented.

How to Make a Complaint

You can raise a complaint through the following channels:

In writing to our customer service team, describing clearly what went wrong, when it happened, and how you were affected. You may also provide any supporting information you consider relevant, such as photographs of the affected area or a brief chronology of events. You may also speak to our office team, who will record the details of your complaint so it can be reviewed in line with this procedure.

When submitting a complaint, please provide your full name, the service address, the date and approximate time of the service, and a clear description of the issue. This will help us investigate more quickly and thoroughly.

Time Limits for Making a Complaint

To allow us to investigate effectively, we ask that you raise your complaint as soon as reasonably possible after the issue arises. For concerns about the quality of cleaning, we recommend reporting the issue within 48 hours of the service wherever practicable, as this allows us to assess the situation while it is still recent.

Initial Acknowledgement

Once we receive your complaint, we will acknowledge it as soon as we reasonably can. In our acknowledgement, we will confirm that we have received your complaint, clarify any points that may require further information, and outline the next steps in the process and the indicative time frame for our response.

Investigating Your Complaint

Your complaint will be reviewed by an appropriate member of our team who was not directly involved in the issue wherever possible. The investigation may involve speaking with the cleaning operatives, reviewing booking and job records, examining any photographs or documents you have supplied, and, where necessary and feasible, arranging a visit to inspect the area concerned.

During this stage, we may contact you to request further information or clarification. Our aim is to understand exactly what happened and to reach a fair and balanced assessment.

Our Response and Possible Outcomes

Once our investigation is complete, we will provide you with a clear written response setting out a summary of the complaint and the information considered, our findings and our decision, and any actions we propose to take.

Depending on the nature of the complaint and our findings, possible outcomes may include an explanation or clarification, an apology where appropriate, a corrective action such as a re-clean of the affected areas, a goodwill gesture, or, where applicable and subject to our terms and conditions, referral to our insurers for consideration of a claim relating to damage.

If You Remain Dissatisfied

If you are not satisfied with the outcome of your complaint, you may request that it is reviewed at a higher level within Lambeth Carpet Cleaners. In your request, please explain why you remain dissatisfied and provide any additional information you would like us to consider. A further review will then be carried out, after which we will provide a final response outlining our position.

Urgent or Serious Issues

For urgent issues, such as a health and safety concern or significant damage alleged to have been caused by our work, please contact us as soon as possible. We will prioritise assessing the situation and, where appropriate, take immediate steps to reduce any further risk of harm or damage while the investigation is ongoing.

Confidentiality and Data Protection

All complaints are handled in confidence. Information you provide will be used only for the purpose of investigating and resolving your complaint, managing our services, and fulfilling any legal or regulatory obligations. We will handle your personal information in accordance with applicable data protection legislation and our internal policies.

Continuous Improvement

We regularly review complaint records and feedback to identify patterns, recurring issues, and opportunities to improve the way we provide cleaning services. Lessons learned from complaints may lead to additional training for staff, updates to our procedures, or improvements to our booking and service systems.

Changes to This Complaints Procedure

We may update this Complaints Procedure from time to time to reflect changes in our operations, legal requirements, or best practice. The version in force at the time you submit your complaint will apply to the handling of that complaint.

Lambeth Carpet Cleaners is committed to resolving complaints fairly, promptly, and transparently. We value your feedback and use it to help maintain and improve the standards of our cleaning services across our service area.