Complaints Procedure for Bermondsey Carpet Cleaners

Bermondsey Carpet Cleaners is committed to providing a reliable and professional cleaning service for homes, landlords, offices, and commercial premises. We recognise that occasionally things may not go as planned. This Complaints Procedure explains how you can raise a concern about our carpet, upholstery or related cleaning services, how we will handle your complaint, and what you can expect from us at each stage.

Our Commitment to You

We treat all complaints seriously and view them as an opportunity to improve our services across the areas we cover. Our aims are to make it straightforward to complain, to respond within clear timeframes, to investigate fairly and thoroughly, and to provide an honest explanation and, where appropriate, a suitable resolution.

This procedure applies to all domestic and commercial customers who have received a cleaning service from Bermondsey Carpet Cleaners, including one-off, end of tenancy, and regular maintenance visits.

What Counts as a Complaint

You can use this procedure if you are unhappy with any aspect of our service, for example:

• The quality of cleaning carried out, such as remaining stains or areas you believe were missed.
• The conduct, attitude, or appearance of our cleaning staff while on your premises.
• The timing of appointments, punctuality, or how we handled changes or cancellations.
• Any damage you believe was caused to carpets, upholstery, rugs, or other items during the service.
• How we handled your booking, charges, or any communication with our team.

If you are unsure whether your concern is a complaint, you can still raise it with us and we will guide you through the most appropriate process.

How to Make a Complaint

We recommend you raise your concern as soon as possible after the service, ideally within 48 hours of the cleaning visit. This allows us to properly review the condition of the cleaned areas and any issues reported.

You can make a complaint in the following ways:

• Verbally, to the cleaner on site at the time of service, who will pass the details to our office.
• Verbally, to our office team during normal business hours.
• In writing, providing a clear description of the issue and the date and address of the service.

When you contact us, please include:

• Your full name and the service address.
• The date and approximate time of the cleaning visit.
• A description of what went wrong or what you are unhappy with.
• Any relevant supporting information, such as before and after details or photographs, if appropriate.

Stage One: Initial Review and Response

Once we receive your complaint, we will acknowledge it as soon as reasonably possible. We will then carry out an initial review, which may include:

• Checking our booking records and job notes.
• Speaking with the cleaners who attended your property or premises.
• Reviewing any photographs or evidence you have provided.

We aim to provide an initial response within a reasonable timeframe. In many cases we can resolve the issue quickly at this stage, for example by arranging a re-clean of the affected areas, clarifying what was included in the booked service, or providing an explanation if a particular stain could not be removed despite reasonable efforts.

Stage Two: Detailed Investigation

If your complaint cannot be resolved at Stage One, or you remain dissatisfied with our initial response, you may request that the matter be escalated for a more detailed investigation.

At this stage, a senior member of our team will review all information gathered so far and may contact you directly to discuss the issue in more detail. Where necessary, we may arrange a visit to the property to inspect the carpets, rugs, or upholstery that were cleaned.

Following this investigation, we will provide you with a written outcome that sets out:

• What we have investigated.
• Our findings and any conclusions reached.
• Any proposed resolution or next steps.

Depending on the circumstances, possible outcomes can include a re-clean, a partial refund, or an explanation where no fault is found on our part.

Timescales and Communication

We aim to handle all complaints as promptly as possible. While some matters can be resolved within a short period, more complex complaints involving alleged damage or multiple visits may take longer to investigate. If more time is required, we will keep you informed of our progress and let you know when you can expect a further update.

Throughout the process, we will communicate with you clearly and respectfully, and we ask that you do the same with our staff.

Fairness and Data Protection

All complaints are handled in line with our commitment to fairness and confidentiality. We will only share details of your complaint with staff who need the information to investigate or respond. We retain complaint records so that we can monitor service standards and identify patterns or areas for improvement across our service areas.

Remedies and Limitations

Where our investigation confirms that we have fallen short of our usual standards, we will offer a remedy that is reasonable and proportionate in the circumstances. This may include, where appropriate:

• Re-cleaning of the affected areas within an agreed timescale.
• A partial or full refund of the cleaning charges for the specific service in question.
• Other practical steps we consider fair, taking into account the nature of the issue.

Some stains, wear, or pre-existing damage cannot be resolved by cleaning alone. We will always explain in advance, as far as reasonably possible, what results can be expected from our service. We cannot accept responsibility for issues that arise from undisclosed pre-existing damage, wear, or conditions outside our control, such as hidden defects in carpets or upholstery.

If You Remain Dissatisfied

If you have followed the stages of this Complaints Procedure and remain unhappy with our final response, you may choose to seek independent advice. While we always aim to resolve matters directly with our customers, you are free to pursue any rights you may have under consumer or commercial law.

Review of This Procedure

Bermondsey Carpet Cleaners keeps this Complaints Procedure under regular review to ensure it remains clear, fair, and effective for our customers. Feedback about this procedure itself is welcome, and any suggestions for improvement will be considered as part of our ongoing commitment to service quality.