Complaints Procedure for Carpet Cleaning E1

Carpet Cleaning E1 is committed to delivering reliable and professional carpet cleaning services. We aim to resolve any concerns quickly, fairly, and consistently. This complaints procedure sets out how you can raise an issue with us and how we will respond.

Our Commitment to You

We understand that, on occasion, you may feel that the service you received did not meet your expectations. When this happens, we want to know about it so we can put things right and improve our standards where needed.

Every complaint is taken seriously and is handled with respect, discretion, and professionalism. We will always aim to resolve matters at the earliest possible stage.

What This Procedure Covers

This complaints procedure applies to all domestic and commercial customers who use our carpet cleaning and related services in our service area. It covers concerns about:

• The quality of the cleaning work carried out
• The conduct, attitude, or appearance of our staff or contractors
• The way an appointment or booking was handled
• Health and safety concerns related to our work on your premises
• Any other dissatisfaction with the service you received from Carpet Cleaning E1

This procedure does not cover dissatisfaction with matters beyond our reasonable control, such as wear and tear in carpets, pre-existing damage, or the limitations of certain materials and stains. However, we will still explain these limitations clearly if they affect the outcome of our work.

How to Make a Complaint

You can raise a complaint in the following ways:

• Verbally to a member of our team at the time of service
• Verbally to our office team after your appointment
• In writing to our customer care team

When making a complaint, please provide as much detail as possible, including:

• Your full name and the address where the service was carried out
• The date and approximate time of the service
• A clear description of what went wrong or what you are unhappy about
• Any relevant photos or information that may help us understand the issue
• How you would like us to resolve the matter, if you have a preferred outcome

Time Limits for Raising a Complaint

We recommend that you raise any complaint as soon as possible after the service has taken place. Notifying us promptly gives us the best opportunity to review the work while the details are still clear and, where appropriate, to revisit your property to inspect the issue.

In most cases, complaints about the quality of cleaning work should be raised within 7 days of the service. We may still consider complaints raised after this period, but our ability to investigate thoroughly may be reduced.

How We Handle Your Complaint

We follow a clear and structured process to review and respond to complaints:

1. Acknowledgement
Once you raise a complaint, we will acknowledge it as soon as reasonably possible. For written complaints, we will confirm that we have received your message and that an investigation is underway.

2. Initial Review
We will review the details you have provided, along with any relevant service records, job notes, and communication history. Where necessary, we may contact you to clarify certain points or request further information.

3. Inspection or Revisit
In some cases, it may be appropriate for us to revisit your property to inspect the area of concern. This helps us assess the condition of the carpet or upholstery, the results of the original clean, and any other factors that may have contributed to the issue.

4. Investigation
We will speak with the operative or team who carried out the work and review the methods and products used. If needed, we may seek technical advice regarding specific materials, stains, or cleaning limitations.

5. Response and Outcome
After the investigation is complete, we will explain our findings to you, along with any action we propose to take. We aim to provide a clear response within a reasonable timeframe, depending on the complexity of the issue.

Possible Resolutions

Where a complaint is upheld in full or in part, we may offer one or more of the following resolutions, as appropriate to the circumstances:

• A return visit to re-clean the affected area
• An alternative cleaning method or treatment, where suitable
• A partial or full refund, where justified
• An explanation and, where relevant, advice on future care and maintenance

Our focus is on resolving the matter fairly and in line with our service standards and terms.

Situations Where We May Not Be Able to Help

There are circumstances where we may not be able to offer the outcome you seek. These can include:

• Damage or deterioration that existed before our visit
• Permanent staining or wear that cannot be removed by professional cleaning
• Issues arising from failure to follow our aftercare advice
• Situations where the complaint is raised long after the service and the condition of the carpets has significantly changed

In such cases, we will still explain our findings and the reasons for our decision.

Escalating Your Complaint

If you are not satisfied with the initial response to your complaint, you may request that it be reviewed by a senior member of our team. They will re-examine the details, including all correspondence and the steps already taken, and provide a final response.

We are committed to learning from complaints and using them to improve our services, training, and communication with customers throughout our service area.

Confidentiality and Data Protection

All complaints are handled in confidence. Information you provide will be used only for the purpose of investigating and resolving your complaint and for reviewing and improving our internal processes. Your personal information will be managed in line with applicable data protection requirements.

Review of This Complaints Procedure

This complaints procedure is reviewed periodically to ensure it remains clear, fair, and effective. Any updates will be applied to future complaints and to how we manage customer feedback across our carpet cleaning services.

By clearly setting out how we handle concerns, Carpet Cleaning E1 aims to give every customer confidence that their voice will be heard and that any issues will be addressed promptly and professionally.