Brompton Carpet Cleaners Complaints Procedure
At Brompton Carpet Cleaners we are committed to providing a reliable, professional carpet and upholstery cleaning service. 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 each stage. Our aim is to resolve issues fairly, promptly and transparently.
Scope of this Complaints Procedure
This procedure applies to complaints about any aspect of the services provided by Brompton Carpet Cleaners, including carpet cleaning, rug cleaning, upholstery cleaning, stain treatment and related work carried out at residential or commercial premises within our service area.
You may use this procedure if you believe that we have failed to deliver our services with reasonable care, if work has not been completed to the standard expected, or if there are concerns about conduct, communication or administration relating to your booking.
When to Raise a Complaint
If you are dissatisfied with any part of our service, we encourage you to raise the issue as soon as possible. Prompt notification allows us to inspect the work where necessary, address concerns while they are fresh, and put things right more effectively. Complaints relating to the quality or outcome of cleaning work should ideally be raised within a reasonable time of the work being completed.
How to Make a Complaint
You can raise a complaint by contacting our office and clearly stating that you wish to make a complaint. Please provide the following information so we can handle your concern efficiently:
Your full name and contact details
The address where the work was carried out
The date and approximate time of the service
A clear description of the issue and how you would like it to be resolved
Any relevant photographs, if the complaint relates to visible results or damage
We recommend submitting your complaint in writing, so that there is a clear record of the details and timeline. However, we will accept complaints raised verbally and will record them in our internal system.
Acknowledgement of Your Complaint
Once we receive your complaint, we will log it and confirm that it has been received. We aim to acknowledge complaints within three working days. In this acknowledgement we will outline the next steps, who will be handling your complaint, and the expected timescale for our response.
Investigation Process
Your complaint will be reviewed by an appropriate member of our management team who was not directly responsible for the original work wherever possible. The investigation may include:
Reviewing your booking details and job notes
Speaking with the cleaners or technicians who attended your property
Assessing any photographs or evidence provided
Arranging a follow up visit to inspect the work in person, if appropriate
During this process we may contact you if further information or clarification is needed. We aim to conduct all investigations objectively, with a focus on understanding what happened and identifying a fair outcome.
Timeframes for Response
We aim to provide a full written response to your complaint within ten working days of acknowledging it. If the matter is complex or requires a site visit that cannot be arranged within this period, we will inform you of the reason for the delay and provide an updated timeframe.
Outcomes and Resolutions
After we have completed our investigation, we will explain our findings and proposed outcome. Depending on the nature of the complaint, possible resolutions may include:
Providing advice or clarification where there has been a misunderstanding
Offering a re-clean of the affected areas, where appropriate and practical
Offering a partial refund or reduction in charges where service has not met the standard reasonably expected
Explaining where we are unable to provide the outcome requested and the reasons why
Any offer of remedial work or financial adjustment will be made in line with our terms and conditions and our assessment of what is fair in the circumstances.
If You Remain Dissatisfied
If you are not satisfied with the outcome of your complaint, you may request that it be reviewed by a senior member of our management team. In this case, your complaint, our investigation and our initial response will be reconsidered. We will then provide a final response, normally within ten working days of your request for a review.
Once our final position has been communicated, we will consider the internal complaints process to be complete. We will always explain our reasoning clearly, even where we are unable to meet the outcome you had requested.
Quality Improvement and Record Keeping
All complaints are recorded and monitored by Brompton Carpet Cleaners. We regularly review complaint data to identify patterns, training needs and opportunities to improve our services. This may include refreshing staff training, revising internal procedures, or updating customer information where we identify areas of recurring concern.
We treat complaints as an important part of our quality assurance, and we use the feedback we receive to help maintain and improve standards across our carpet and upholstery cleaning services.
Confidentiality and Data Protection
Information you provide as part of a complaint will be handled confidentially and used only for the purpose of investigating and resolving your concern, and for our internal monitoring and improvement processes. We will retain records of complaints in line with our data protection and retention policies, and we will only share details where necessary for the proper handling of your complaint or where required by law.
Our Commitment to Fair Treatment
Brompton Carpet Cleaners is committed to treating all customers fairly and respectfully at every stage of the complaints process. We do not discriminate against anyone who raises a concern and we will never reduce the level of service you receive because you have made a complaint. Our goal is to resolve issues constructively, maintain trust and ensure that our customers across the local area receive consistent, high quality service.
