Complaints Procedure
Brixton Carpet Cleaners Complaints Procedure
Brixton Carpet Cleaners is committed to providing a reliable, professional carpet and upholstery cleaning service. We aim to deliver consistent, high standards on every visit. However, we recognise that there may be occasions when our service does not meet your expectations. This Complaints Procedure explains how you can tell us about a problem, how we will respond, and the steps we will take to put things right where possible.
Scope of this complaints procedure
This procedure applies to all domestic and commercial customers who use Brixton Carpet Cleaners for carpet cleaning and related services. It covers complaints about the quality of our work, our staff, our customer service, our appointments and timekeeping, and the way we handle your booking and service delivery.
This procedure does not cover disputes with third parties, matters outside our control such as access restrictions at your property, or issues that relate solely to the condition of your carpets and furnishings prior to cleaning where we have advised you of limitations in writing or verbally before starting work.
Our complaints principles
When you raise a complaint with Brixton Carpet Cleaners, we will:
Listen carefully to your concerns and take them seriously.
Handle your information respectfully and confidentially.
Seek to resolve the matter as quickly as is reasonably possible.
Be fair, objective, and impartial in our investigation.
Learn from complaints and use them to improve our services and processes.
How to make a complaint
If you are unhappy with any aspect of our cleaning service, we encourage you to contact us as soon as possible so that we can address the issue promptly. Wherever possible, please raise your concern on the same day the service is carried out or within a reasonable time after the visit.
You can make a complaint by contacting our customer service team and providing the following information:
Your full name and the address where the service was carried out.
The date and approximate time of your appointment.
A clear description of what went wrong, including the areas or items affected.
Any relevant photos or details that help us understand the problem.
If your complaint is about a specific member of staff, please include their name or a description, if known.
We recommend that complaints are made in writing so that we have a clear record of events, but we will also accept complaints made verbally.
Time limits for raising complaints
To allow us to investigate properly, we ask that you raise your complaint within 14 calendar days of the date the service was provided. Complaints raised after this time may be more difficult to assess due to the condition of the property or changes that may have occurred since the visit, but we will still consider them on a case by case basis.
Acknowledgement and initial response
Once we receive your complaint, we will record it and acknowledge receipt as soon as reasonably possible. In many cases, we can resolve straightforward issues immediately or within a short time frame by offering advice, minor corrective work, or clarification.
If the matter is more complex and requires a full investigation, we will let you know that we are looking into it and provide an indication of when you can expect a detailed response.
Investigation process
Our investigation may include the following steps, depending on the nature of your complaint:
Reviewing your booking details, work order, and any relevant notes.
Speaking to the cleaning operatives or supervisors who attended your property.
Reviewing any photos or evidence provided by you or our team.
Arranging a follow up visit to inspect the property or affected areas where appropriate and where access is granted.
Considering whether our procedures were followed and whether the standards we expect were met.
We aim to complete most investigations within 10 working days. If the investigation is likely to take longer, we will keep you updated on the progress and revised timescales.
Outcome and resolution
When our investigation is complete, we will explain our findings and any decisions we have made. Depending on the circumstances, possible outcomes may include:
A clear explanation of what happened and why.
An apology where we have not met our usual standards.
A return visit to carry out further cleaning or remedial work.
A partial or full adjustment to charges where appropriate and at our discretion.
Information about changes we will make to prevent similar issues in future.
Where we do not uphold your complaint, we will explain the reasons clearly and reference any evidence or policy considerations that informed our decision.
Follow up and further review
If you are not satisfied with the outcome of your complaint, you may request that the decision is reviewed. A more senior member of the Brixton Carpet Cleaners team will re examine the details, which may include reviewing the initial investigation and the evidence provided by both parties.
Following this review, we will confirm whether the original decision is upheld or whether any further actions will be taken. This will be our final position on the matter.
Customer responsibilities
To help us manage complaints fairly and efficiently, we ask that customers:
Provide accurate and complete information when raising a concern.
Allow reasonable opportunities for us to inspect and, if appropriate, rectify issues.
Treat our staff courteously and refrain from abusive or threatening behaviour.
Comply with any reasonable requests we make to assist the investigation, such as supplying photographs or granting access to the property at an agreed time.
Using complaints to improve our services
Brixton Carpet Cleaners values feedback and treats complaints as an opportunity to review and enhance the way we work. We regularly review complaints data to identify patterns, training needs, or changes we can make to our equipment, products, and processes in order to provide safer and more effective carpet and upholstery cleaning for our customers.
By following this Complaints Procedure, we aim to handle concerns consistently and transparently so that you can use our services with confidence across our service area.
