Complaints Procedure for Dulwich Carpet Cleaners

Dulwich Carpet Cleaners is committed to delivering reliable, high quality carpet and upholstery cleaning services to homes and businesses in our local area. If something goes wrong, we want to know about it so we can put it right and improve our service. This Complaints Procedure explains how you can raise a concern, how we will respond, and what you can expect at each stage.

Our Commitment to You

We take all complaints seriously and aim to handle them promptly, fairly and consistently. We will always treat you with respect, keep your information confidential, and use your feedback to review and improve our cleaning services, staff training and customer care processes.

What This Procedure Covers

This Complaints Procedure applies to any dissatisfaction you may have with the services provided by Dulwich Carpet Cleaners, including but not limited to carpet cleaning, rug cleaning, upholstery cleaning and related customer service before, during or after your appointment.

If you have a general enquiry, wish to request a quotation or need to make a routine booking change, please contact us through our usual customer service channels rather than using this formal complaints process.

Raising a Complaint

We encourage you to raise any concern as soon as possible, ideally within 7 days of the service taking place. This helps us investigate effectively and resolve matters quickly. You can make a complaint in writing or by speaking with a member of our team.

When making a complaint, please provide the following details so we can investigate thoroughly:

Your full name and the service address
Approximate date and time of the cleaning appointment
The type of service booked, such as carpet cleaning, rug cleaning or upholstery cleaning
A clear description of what went wrong and how it has affected you
Any relevant information, such as room locations, particular areas of concern or discussion with our cleaning technician on the day
Any photographs or evidence you feel may help explain the issue

Stage One: Initial Resolution

In the first instance, we aim to resolve most issues informally and quickly. A member of our customer service team will review your complaint and may contact you to clarify details. Where possible, we will offer an immediate solution, which could include advice, a return visit to inspect or rectify the work, or other practical steps to address your concern.

We aim to acknowledge your complaint within three working days of receiving it. At this stage, we will provide you with a reference for your complaint and confirm the next steps.

Stage Two: Formal Investigation

If your complaint cannot be resolved quickly at Stage One, or if you are not satisfied with the initial response, it will progress to a formal investigation. This will be handled by a senior member of our team who has not previously been directly involved in the matter.

The formal investigation may include:

Reviewing your booking details, job notes and any photographs or evidence you have provided
Speaking with the cleaning technician or team who attended the property
Assessing whether our service levels, cleaning processes or customer service standards were met
Considering any relevant industry standards or manufacturer guidance for carpet and upholstery care

We aim to complete the formal investigation and provide a written outcome within 10 working days of acknowledging your complaint. If for any reason we are unable to meet this timeframe, we will let you know and explain the reasons for the delay, together with a revised timescale.

Outcomes and Remedies

Following our investigation, we will provide you with a clear explanation of our findings and any actions we propose to take. Depending on the circumstances, possible outcomes may include:

A full or partial re-clean of the affected areas
Advice on aftercare or follow-up treatment where suitable
Changes to our internal training or procedures
Other reasonable remedies that we consider appropriate in the circumstances

Where the investigation finds that Dulwich Carpet Cleaners has not met its usual standards, we will take reasonable steps to put matters right. Where the complaint relates to matters outside our control, we will explain this clearly and provide, where possible, helpful guidance or recommendations.

Escalation of Your Complaint

If you remain dissatisfied after receiving the outcome of the formal investigation, you may request a further review. This review will be carried out by a senior manager, who will consider:

Whether the Complaints Procedure has been followed correctly
Whether the investigation was thorough and fair
Whether the outcome and remedies proposed are reasonable in the circumstances

We will respond to your escalation request within 10 working days, confirming whether the original decision is upheld or varied, and setting out our final position.

Timescales for Raising Complaints

To enable a fair and effective investigation, we ask that complaints are raised within a reasonable period after the service has been provided. Issues relating to the visual appearance or condition of carpets, rugs or upholstery are best reported promptly, so we can accurately assess what has happened and whether our work has contributed to the problem.

Confidentiality and Data Protection

All complaints will be handled in accordance with relevant data protection requirements. Information you provide will be used only for the purposes of investigating and responding to your complaint, improving our services and meeting our legal obligations. We will not share your personal details with third parties except where required by law.

Continuous Improvement

Every complaint is an opportunity for Dulwich Carpet Cleaners to learn and improve. We regularly review complaints data to identify trends, update training, refine our cleaning methods and enhance our customer service. By bringing issues to our attention, you help us maintain and raise the standard of our carpet and upholstery cleaning services across the areas we serve.

Review of This Complaints Procedure

This Complaints Procedure is reviewed periodically to ensure it remains clear, fair and effective. We may update it from time to time to reflect changes in our services, internal processes or legal and regulatory requirements. The version published by Dulwich Carpet Cleaners at the time you raise your complaint will apply to your case.