Complaints Procedure for Crystal Palace Carpet Cleaners
Crystal Palace Carpet Cleaners is committed to delivering reliable, professional carpet and upholstery cleaning services. We recognise that, on occasion, things may not go as planned. When that happens, we want to know so we can put matters right and improve our service for future customers across our service area.
This complaints procedure explains how you can raise a concern, what information we need from you, how we handle your complaint, and what you can expect at each stage of the process.
Our Commitment to You
We take every complaint seriously and aim to deal with all concerns in a fair, transparent and timely manner. Our objectives are to:
Listen to your concerns and treat you with respect at all times.
Investigate what has happened and why.
Offer a clear explanation and, where appropriate, a practical solution or remedy.
Use your feedback to review and improve our cleaning services and customer care.
What Counts as a Complaint
A complaint is any expression of dissatisfaction about our services, staff, conduct on site, or the way we have handled a previous query. Examples include:
Concerns about the quality or outcome of a carpet, rug, upholstery or mattress clean.
Issues relating to punctuality, conduct or professionalism of our cleaners.
Disputes about pricing, quotations, or information given before work started.
Problems with communication, including follow-up or aftercare.
We encourage you to raise any concerns as soon as possible so that we have the best opportunity to investigate and resolve them quickly.
How to Make a Complaint
You can make a complaint in writing or verbally. Written complaints help us keep an accurate record of the issue and are preferred where possible. When contacting us, please provide:
Your full name and, if relevant, the name on the booking.
The service address and date of the clean.
A clear description of what went wrong and when it occurred.
Any relevant supporting details, such as areas cleaned, type of service booked, or any previous discussions with our team.
What you would like us to do to put the matter right, if you have a preferred outcome.
If you make your complaint verbally, we may ask you to confirm the details in writing so we can ensure we have an accurate record.
Timeframe for Raising a Complaint
We ask that complaints relating to cleaning quality or visible issues are raised as soon as possible and, where practical, within 7 days of the service being carried out. This allows us to assess the condition of the cleaned areas and respond effectively.
Complaints about conduct, communication or administrative issues can be raised at any time, but the sooner we are informed, the quicker we can address them.
How We Handle Your Complaint
We follow a clear, step-by-step process to ensure your complaint is dealt with fairly and efficiently.
Stage One: Acknowledgement
Once we receive your complaint, we will acknowledge it as soon as reasonably possible. In our acknowledgement, we will confirm that we have received your complaint and explain the next steps.
Stage Two: Investigation
Your complaint will be reviewed by a member of our management team who was not directly involved in the original work, where possible. The investigation may include:
Reviewing job notes, booking details and any relevant photographs.
Speaking with the cleaning technician or team who attended your property.
Requesting further information or clarification from you, if needed.
In some cases, we may request an opportunity to revisit the property to inspect the areas of concern. Any such visit will be arranged at a mutually convenient time.
Stage Three: Response and Outcome
After we have completed our investigation, we will provide you with a response setting out:
Our understanding of your complaint.
What we have found during our investigation.
Any steps we propose to take to resolve the issue.
Where a complaint is upheld, possible remedies may include a re-clean of affected areas, a partial refund, a full refund, or other appropriate actions based on the circumstances. Each case is considered individually.
Timescales for Resolution
We aim to resolve most complaints within 14 days of receiving all necessary information. More complex matters, or cases requiring a site visit or further enquiries, may take longer. If we anticipate a delay, we will inform you and provide an updated timescale.
If You Are Not Satisfied with Our Response
If you are unhappy with the outcome at the first stage, you can request that your complaint is reviewed again by a senior member of our team. When doing so, please explain why you remain dissatisfied and what you believe would be a fair resolution.
The review will focus on whether the complaint was handled fairly, whether all relevant information was considered, and whether the outcome was reasonable in the circumstances. Once the review is complete, we will provide you with a final response.
Our Responsibilities as a Cleaning Company
Crystal Palace Carpet Cleaners strives to maintain high standards across all carpet, rug and upholstery cleaning work in our service area. Our responsibilities include:
Providing clear information before work begins, including the type of cleaning method and any limitations.
Taking reasonable care of your property while we are on site.
Using suitable equipment and cleaning solutions for the job, taking into account material type and condition.
Acting promptly and professionally when concerns or complaints arise.
Your Responsibilities as a Customer
To help us resolve complaints effectively, we ask that you:
Provide accurate information when booking and when raising any concerns.
Allow us reasonable access to inspect and, where appropriate, rectify any issues.
Work with us in a courteous and constructive manner throughout the process.
Continuous Improvement
We review complaints regularly to identify patterns, training needs and areas where our processes or communication can be improved. Your feedback helps us refine our cleaning services and deliver a better experience to all customers in the communities we serve.
This complaints procedure is intended to be clear and accessible. If you require it in an alternative format or need assistance understanding any aspect of it, please let us know when you contact us.