Fulham Carpet Cleaning Complaints Procedure

This Complaints Procedure explains how Fulham Carpet Cleaning handles concerns and complaints about our carpet and upholstery cleaning services. Our aim is to resolve any issues promptly, fairly, and consistently, while using your feedback to improve our services across our local service area.

Our Commitment to You

We are committed to delivering reliable, professional cleaning services in homes and businesses. If something goes wrong, we want you to tell us so we can put it right. We will always treat your complaint seriously, listen carefully to what you tell us, and handle your information with respect and confidentiality.

What Counts as a Complaint

A complaint is any expression of dissatisfaction about our services, our staff, or the way we have handled a previous enquiry. This may include, for example, concerns about the quality of the cleaning, punctuality, conduct of team members, or the clarity of our charges and quotations.

How to Make a Complaint

You can raise a complaint in writing or verbally. So that we can understand and investigate the issue effectively, please provide as much detail as possible, including the date of the service, the address where the cleaning took place, the type of service booked, and a clear description of what went wrong. Photographs can be helpful for service quality concerns, such as stains, marks, or damage you believe are related to our work.

When to Raise a Complaint

We encourage you to contact us as soon as you become aware of a problem. For issues related to the quality of cleaning, it is best to contact us within a short time of the service so we can assess the situation accurately and, where appropriate, return to inspect or rectify the work.

Information We Need From You

To help us investigate your complaint thoroughly, we may ask you to provide:

The date and time of the booking and visit, the name under which the booking was made, a description of the areas cleaned, and details of any previous contact you have had about the same issue. Where relevant, we may request photos or other supporting information to understand your concerns.

How We Will Handle Your Complaint

Once we receive your complaint, we will acknowledge that we have received it and begin our review. Our process is designed to be straightforward and transparent, and usually follows these steps:

We log the details of your complaint in our internal system. A member of our management team reviews the information, including job notes, staff reports, and any photographs. If necessary, we may contact you to clarify any points or request additional information.

Timescales for Response

We aim to provide an initial response to your complaint within a reasonable timeframe. Where the matter is more complex or requires a site visit, it may take longer to complete a full investigation. In such cases, we will let you know that more time is required and keep you informed of our progress until we can provide a final outcome.

Possible Outcomes and Resolutions

After reviewing your complaint, we will explain our findings and any actions we propose to take. Depending on the circumstances, possible resolutions may include:

An explanation of what went wrong and why, an apology where we have made a mistake, a corrective visit to address cleaning concerns, or, where appropriate and at our discretion, a partial or full adjustment of the charges for the affected service. Every complaint is considered on its own merits, taking into account the evidence available.

Follow-up and Continuous Improvement

Your complaint helps us identify where our service, training, or processes need improvement. We may use the information from complaints to update our procedures, provide additional training to our cleaning teams, and improve communication with customers across our service area. Our aim is to reduce the likelihood of similar issues occurring in the future.

If You Are Not Satisfied With the Outcome

If you are unhappy with the outcome of your complaint or feel that it has not been handled fairly, you can request that it is reviewed by a senior member of our team. They will examine the details of the original complaint, the steps already taken, and any new information you wish to provide before issuing a final response.

Complaints Related to Damage

If your complaint involves alleged damage to carpets, upholstery, flooring, or other property, please inform us as soon as possible. We may request photos, receipts, or reports to assess the situation. In some cases, we may arrange a visit to inspect the area where damage is claimed. Any consideration of repair or contribution towards replacement is made case by case, taking into account the age and condition of the item, any pre-existing wear, and the cleaning method agreed before the work began.

Confidentiality and Data Protection

All complaints and related information are handled with care. We only share details internally with team members who need to know in order to investigate and resolve the issue. Any personal data you provide is processed in line with our wider privacy practices and used solely for managing and improving our services.

Review of This Complaints Procedure

Fulham Carpet Cleaning keeps this Complaints Procedure under regular review to ensure it remains clear, effective, and appropriate for our customers and the services we provide. We may update this page from time to time to reflect changes in our processes or applicable requirements. The version published here is the most current version of our Complaints Procedure.