Complaints Procedure for Woodside Park Carpet Cleaners

Woodside Park Carpet Cleaners is committed to providing reliable, high-quality carpet and upholstery cleaning services. We recognise that, on occasion, things may not go as planned. This Complaints Procedure explains how you can raise a concern, how we will respond, and what you can expect from us at every stage of the process.

Our commitment to you

We aim to resolve complaints promptly, fairly and consistently. Every complaint is treated seriously and used as an opportunity to improve our services. We will always:

Listen carefully to your concern, treat you with respect and courtesy, keep you informed at each stage of the process, and work towards a fair resolution as quickly as possible.

What counts as a complaint

A complaint is any expression of dissatisfaction about our cleaning services, customer care, staff conduct, or how we have handled a previous issue. Examples include:

Dissatisfaction with the standard of cleaning work carried out, issues with punctuality or reliability of appointments, concerns about the behaviour or professionalism of our operatives, problems with communication or booking arrangements, or disagreements about prices, quotes or agreed work.

You do not need to use specific words to make a complaint. If you tell us you are unhappy with our service and would like us to look into it, we will treat this as a complaint.

How to make a complaint

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

Speak to the cleaning operative on site at the time of the visit, contact our office team, or write to us describing the issue. When making a complaint, please provide as much information as possible, including your full name, the address where the work took place, the date and approximate time of the service, a clear description of the problem, and any photos or evidence you wish to share. This information helps us investigate thoroughly and respond more quickly.

Time limits for raising concerns

To help us assess and resolve your complaint effectively, we ask that you contact us as soon as possible after the issue arises. For cleaning quality concerns, we recommend raising them within 48 hours of the service where reasonably possible, so we can inspect and, if appropriate, remedy the situation while it is still recent.

Stage 1: Informal resolution

In many cases, complaints can be resolved quickly and informally. If you raise a concern during or immediately after your appointment, our operative will do their best to address it on the spot, where it is safe and practical to do so. If the operative cannot resolve the issue, it will be passed to our office team for follow-up.

Our aim at this stage is to clarify what has happened, understand your expectations, and agree a practical way forward. This might include additional cleaning, clarification of what was included in the booking, or other appropriate action.

Stage 2: Formal complaint

If you are not satisfied with the outcome of the informal stage, or if you prefer to make a formal complaint from the outset, your complaint will be logged and reviewed by a senior member of our team.

We will acknowledge your formal complaint and confirm that we are investigating. In most cases, we aim to provide a full response within 10 working days. If the matter is complex and requires more time, we will let you know when you can expect a final response and keep you updated on progress.

Investigation process

When investigating a complaint, we may:

Review your booking details, invoices and any written notes, speak with the cleaning operatives involved, request photos or additional information where helpful, and, if appropriate, arrange to revisit the property to inspect the work.

We will consider all relevant information and aim to reach a balanced and fair conclusion.

Possible outcomes and remedies

Once our investigation is complete, we will explain our findings and any actions we will take. Depending on the circumstances, possible outcomes may include:

A clear explanation or apology where something has gone wrong, a return visit to re-clean specific areas, a partial or full refund where appropriate, or improvements to our internal processes, staff training, or communication practices.

Where we do not uphold your complaint, we will explain the reasons in a straightforward and respectful manner.

If you remain dissatisfied

If you are unhappy with our final response, you may request that your complaint is reviewed by another senior person within the company, where possible. They will consider whether the original investigation was thorough and fair and whether the outcome was reasonable in the circumstances.

While we cannot guarantee that our decision will change, we are committed to giving your concerns a full and careful review.

Our expectations of customers

We understand that complaints can be stressful and frustrating, and we will always treat you with courtesy and respect. In return, we ask that our staff are treated in the same way. We may limit or end communication where behaviour becomes abusive, threatening or discriminatory, while still fulfilling our obligations to investigate genuine complaints.

Using feedback to improve our services

All complaints and feedback are recorded and regularly reviewed. We look for patterns and recurring issues so that we can improve our cleaning methods, staff training, scheduling and customer communication. By telling us when something has gone wrong, you help us enhance the quality and reliability of the services we provide to customers across our service area.

Updates to this Complaints Procedure

Woodside Park Carpet Cleaners may update this Complaints Procedure from time to time to reflect changes in our services, operational practices or applicable guidance. The most recent version will always apply to new complaints raised with us.