Pimlico Carpet Cleaners Complaints Procedure
At Pimlico Carpet Cleaners we are committed to providing a reliable and professional cleaning service. We recognise that occasionally things may not go as planned. When this happens, we want to know about it so we can put matters right and improve our services. This Complaints Procedure explains how you can raise a concern and what you can expect from us in response.
Purpose of this Complaints Procedure
The purpose of this procedure is to give our customers a clear and simple way to tell us when they are unhappy with any aspect of our service. It covers carpet cleaning, upholstery cleaning, rug cleaning, hard floor cleaning and any related work carried out by Pimlico Carpet Cleaners.
We treat all complaints seriously and use the information we receive to investigate issues, resolve them promptly, and make changes to help prevent similar problems in the future.
What Counts as a Complaint
A complaint is any expression of dissatisfaction about the service you have received from Pimlico Carpet Cleaners, whether it relates to the quality of the cleaning, conduct of staff, booking and administration, pricing and quotations, or anything else connected to our work.
You do not need to use any special language or refer to this document for your concern to be treated as a complaint. If you tell us you are unhappy and would like us to look into the matter, we will follow this procedure.
How to Make a Complaint
You can raise a complaint through any of the following methods:
Speak to the technician on site as soon as you notice an issue. In many cases problems can be resolved immediately, for example by recleaning an area or clarifying the work agreed.
Contact our office and provide details of your concern. Please include your name, the service address, the date of the clean, and a clear description of what went wrong. If relevant, you may describe any damage, stains that were not treated as expected, or any aspect of the service that did not match what was discussed at the time of booking.
You should raise your complaint as soon as reasonably possible after the service so that we can investigate while the details are still clear for everyone involved.
Information We May Ask For
To help us investigate your complaint effectively, we may ask you to provide:
The date and approximate time of the service and the name of the technician if known.
A description of the areas cleaned and the issues you have noticed, such as remaining marks, odours, or apparent damage.
Any relevant supporting information, such as photos of the affected areas taken before and after the clean or a copy of your booking confirmation.
We only request information that is genuinely needed to understand and resolve your complaint.
Our Complaints Handling Stages
We aim to resolve complaints as quickly and fairly as possible. Our process generally follows these stages.
Stage 1: Initial Review and Acknowledgement
Once we receive your complaint, we will log the details and arrange for an initial review. We will normally acknowledge your complaint within a reasonable period of receiving it. In this acknowledgement we may request any further information needed to understand your concerns.
Stage 2: Investigation
Your complaint will be carefully investigated by a member of our management or customer care team who was not directly involved in the original work wherever possible. This may include:
Reviewing your booking details, job notes and any prior communications.
Speaking with the technician or team who attended your property.
Considering any photographs or evidence you have provided.
We may contact you during this stage if we need clarification or additional details to complete our investigation.
Stage 3: Outcome and Proposed Resolution
Once our investigation is complete, we will explain our findings to you and outline any steps we propose to take. Depending on the nature of the complaint, this may include:
Offering to revisit and reclean specific areas where appropriate.
Providing guidance on aftercare where a misunderstanding about expected results has occurred.
Discussing other reasonable remedies where our service has not met our usual standards.
We aim to provide a clear and fair response within a reasonable timeframe, taking into account the complexity of the issue.
Timescales
We aim to deal with all complaints as promptly as possible. Simple issues that can be resolved on site or shortly afterwards may be dealt with immediately. More complex matters may require additional time to investigate properly. If we anticipate any delay, we will keep you informed of our progress.
Our Commitment to Fairness
We handle all complaints impartially and respectfully. Making a complaint will not affect your right to use our services in the future. We will always try to put ourselves in your position and consider what a reasonable outcome would be given the circumstances and the nature of the work carried out.
Where we find that we have fallen short of our usual standards, we will acknowledge this and explain what we will do to address the situation and reduce the chance of recurrence.
Customer Responsibilities
To help us deal with your complaint effectively, we ask that you:
Raise any concerns as soon as you become aware of them.
Provide accurate and complete information about the service and the issues you have noticed.
Allow us reasonable access to the property if an inspection or reclean is required.
Treat our staff with courtesy while we work to resolve your complaint.
Using Feedback to Improve Our Services
Every complaint, whether minor or serious, is an opportunity for us to review how we work. We regularly review feedback from customers to identify patterns and areas where we can improve our cleaning techniques, staff training, booking processes, and communication.
By sharing your concerns with Pimlico Carpet Cleaners, you help us maintain and enhance the quality of our services for all customers in our service area.
Changes to This Complaints Procedure
We may update this Complaints Procedure from time to time to reflect changes in our internal processes, customer expectations, or any applicable legal or industry requirements. The version published here will always set out the procedure that currently applies when you raise a complaint with us.
If you have any questions about this Complaints Procedure or how it applies to your situation, you can contact us and we will be happy to provide further information.