Complaints Procedure at Bromley Carpet Cleaners

Bromley Carpet Cleaners is committed to providing a reliable and professional carpet and upholstery cleaning service for customers in our service area. We recognise that, on occasion, things can go wrong. When this happens, we want to hear about it so we can put matters right and improve our services. This complaints procedure explains how you can raise a concern with us and what you can expect in response.

Purpose of This Complaints Procedure

The purpose of this complaints procedure is to provide a clear, fair and accessible process for customers to tell us when they are dissatisfied with any aspect of our service. It applies to all cleaning services we offer, including carpet cleaning, upholstery cleaning, rug cleaning and related work carried out at residential or commercial premises within our operating area.

We will use information from complaints to review our working practices, staff training and quality checks, with the aim of preventing similar issues in the future.

What Counts as a Complaint

A complaint is any expression of dissatisfaction from a customer about our services, staff, communication or the outcome of work carried out, where a response or resolution is expected. Common examples include:

Concerns about the quality of the cleaning work completed.

Damage or alleged damage to carpets, furniture or property.

Missed or significantly delayed appointments without adequate notice.

Perceived unprofessional conduct, attitude or behaviour of a member of our team.

Issues with billing, quotations, or information provided before or after a booking.

If you are unsure whether your issue is a complaint, you are still encouraged to contact us so we can clarify and help.

How to Make a Complaint

You can raise a complaint using any written method. Please provide as much detail as possible so we can investigate effectively. Where possible, include:

Your full name and the address where the service was carried out.

The date and approximate time of the booking.

A clear description of what went wrong and how it has affected you.

Any relevant photographs, if there is visible damage or unsatisfactory results.

Details of any previous conversations you have had with our staff about the matter.

Written complaints allow us to keep an accurate record of your concerns and ensure they are handled thoroughly and consistently. If for any reason you have difficulty setting out your complaint in writing, please let us know and we will discuss reasonable adjustments to support you.

Timescales for Raising a Complaint

To give us the best chance of investigating and resolving your concerns, we ask that you raise any complaint as soon as reasonably possible after the issue arises. Complaints about recent work are usually easier to review, as the details and evidence are more readily available.

Where a complaint relates to physical damage or the visible result of cleaning, we strongly recommend that you contact us promptly so we can assess the situation while it is still current.

How We Handle Your Complaint

We aim to deal with complaints promptly, fairly and in a respectful manner. Our process normally follows these stages:

Initial acknowledgement. Once we receive your complaint, we will acknowledge it within a reasonable timeframe. In our acknowledgement, we will confirm that we have received your concerns and explain the next steps.

Investigation. A member of our management or customer care team will review your complaint. This may involve speaking to the cleaning operatives involved, reviewing job notes and photographs, and, where appropriate, arranging a visit to inspect the work or the area of concern.

Outcome and response. After completing our investigation, we will provide you with a written response setting out our findings, any conclusions we have reached and any actions we propose to take. We will aim to do this within a reasonable period, depending on the complexity of the complaint and whether a site visit is required.

Possible Outcomes and Resolutions

Where we identify that our service has not met our standards, we will seek to offer a fair and proportionate resolution. Possible outcomes may include:

A repeat or additional clean of the affected area, where appropriate and practical.

Partial or full refund of the service fee, where justified by the circumstances.

Guidance on aftercare or recommended steps to help address the issue.

An explanation and, where appropriate, an apology for any inconvenience caused.

Any resolution offered will depend on the specific facts of the complaint, the condition of the items or areas cleaned, and any pre-existing issues identified before the work took place.

Escalating Your Complaint

If you are not satisfied with the initial response to your complaint, you may request that it is reviewed at a higher level within Bromley Carpet Cleaners. In your escalation request, please explain why you remain dissatisfied and what outcome you are seeking.

A senior member of our team will then re-examine your complaint, along with our earlier findings, and will provide a further written response. This will normally represent our final position on the matter.

Your Responsibilities as a Customer

To help us resolve complaints effectively and fairly, we ask that customers:

Provide accurate and complete information about the work carried out and the nature of the issue.

Allow reasonable access to the property for inspection or remedial work where this has been agreed.

Communicate with our staff in a respectful and courteous manner at all times.

Follow any aftercare advice or instructions given, as this can affect the outcome and longevity of cleaning results.

Confidentiality and Data Protection

All complaints will be handled in confidence and in line with our obligations under applicable data protection law. Information you provide will be used only for the purpose of investigating and resolving your complaint, improving our services and meeting legal or regulatory requirements.

Review of This Complaints Procedure

Bromley Carpet Cleaners keeps this complaints procedure under regular review to ensure it remains clear, fair and effective for our customers. We may update it from time to time to reflect changes in our services, working practices or legal obligations. The version published here is the most current and applies to all new and ongoing complaints.

Summary

We value feedback from all customers in our service area and treat complaints as an important opportunity to learn and improve. If you are unhappy with any aspect of our carpet or upholstery cleaning, please use this procedure to let us know. We will do our best to address your concerns and reach a fair resolution.