Complaints Procedure

Complaints Procedure for Surrey Carpet Cleaning Customers

Surrey Carpet Cleaning is committed to providing a reliable, professional and courteous cleaning service to all domestic and commercial customers. We recognise that, on occasion, things may not go as expected. This complaints procedure explains how you can tell us if you are unhappy, how we will respond, and the standards you can expect from us throughout the process.

Our commitment to resolving complaints

We aim to handle all concerns and complaints fairly, consistently and as quickly as reasonably possible. Every complaint is treated as an opportunity to review our services, improve our processes and training, and prevent similar issues from happening again. We will always strive to:

Listen carefully to your concerns.

Investigate the facts objectively.

Respond within reasonable timescales.

Offer a clear explanation and, where appropriate, a suitable remedy.

Keep you informed throughout the process.

What this complaints procedure covers

This procedure applies to complaints about services provided directly by Surrey Carpet Cleaning, including but not limited to carpet cleaning, upholstery cleaning, rug cleaning, stain treatment, and related cleaning work carried out at residential or commercial properties within our service area.

You may use this procedure to raise concerns about:

The quality or outcome of cleaning work.

The conduct, behaviour or appearance of our staff or contractors.

Damage or suspected damage to property during cleaning.

Missed or late appointments, or issues with access.

Communication, billing or administrative errors.

This procedure is not intended for routine booking queries, quote requests or scheduling changes, which should be raised as normal service enquiries.

How to raise a complaint

You can make a complaint verbally or in writing. We recommend submitting complaints in writing wherever possible, as this helps to ensure that we fully understand your concerns and can refer back to details during our investigation.

When raising a complaint, please provide:

Your full name and the address where the cleaning was carried out.

The date of the service and, if known, the name of the operative who attended.

A clear description of what went wrong and how it has affected you.

Any relevant photographs, documents, or other supporting information.

Details of any steps you have already taken to resolve the issue informally.

Written complaints will be acknowledged and handled in accordance with the timescales set out below.

Initial resolution and informal complaints

Many concerns can be resolved quickly and informally. If you are dissatisfied during or immediately after a visit, please raise this with the operative on site or with our office as soon as possible. We may be able to offer a practical solution, such as:

Re-cleaning an area that has been missed or not cleaned to our usual standard.

Providing guidance on drying times, stain treatment expectations or aftercare.

Clarifying what was included in the agreed service.

If you are not satisfied with the outcome of an informal discussion, or you prefer to make a formal complaint, please follow the steps below.

Formal complaints process

Once we receive a formal complaint, we will normally follow these stages.

Stage 1: Acknowledgement

We will acknowledge your complaint as soon as reasonably practical. In our acknowledgement we will confirm that we have received your complaint, outline the next steps and indicate when you can expect a full response.

Stage 2: Investigation

A member of our management team will review your complaint. This may include:

Speaking to the operative or team who attended your property.

Reviewing job notes, booking details and any previous communications.

Requesting additional information or photographs from you, if needed.

Inspecting the property, where appropriate and by mutual agreement.

We aim to carry out investigations as promptly as possible and with an open mind. Our focus is on understanding what happened and how we can put matters right.

Stage 3: Response and outcome

Following our investigation, we will provide you with a written response. This will normally include:

A summary of your complaint.

Details of what we have investigated.

Our findings and conclusions.

Any proposed remedies or next steps.

Possible remedies may include re-cleaning affected areas, offering practical advice, providing a partial or full refund where appropriate, or taking internal action such as additional staff training. Remedies will always be considered on a case-by-case basis.

Time limits for raising a complaint

We ask that you raise any complaint as soon as reasonably possible after the service has been carried out, and in any case within a reasonable period of time. Complaints about the quality of cleaning are generally easier to assess if raised promptly, as conditions within the property may change after the visit.

Escalation of your complaint

If you are unhappy with the outcome of the initial investigation, you may ask for your complaint to be reviewed by a more senior member of our team. When requesting an escalation, please explain which aspects of the response you disagree with and why. We will then re-examine the relevant information and confirm whether our original decision stands or if any further action will be taken.

Our expectations of customers

We understand that complaints can arise from stressful or inconvenient situations. We will always treat you with courtesy and respect, and we ask that you do the same towards our staff and representatives. Abusive, threatening or discriminatory behaviour will not be tolerated and may result in us discontinuing communication or, in serious cases, declining future work.

Confidentiality and data protection

All complaints are handled in line with our wider commitment to privacy and data protection. Information you provide as part of a complaint will be used only for the purpose of investigating and resolving the issue, handling any follow-up actions, and improving our services. It will be stored securely and retained only for as long as necessary for these purposes and for any legal or regulatory requirements.

Continuous improvement

We review complaints regularly to identify recurring themes, training needs and opportunities to improve our carpet and upholstery cleaning services across the local area. Feedback, whether positive or negative, plays an important role in helping Surrey Carpet Cleaning maintain high standards of service and customer satisfaction.

If you have any questions about this complaints procedure or how it applies to your situation, please contact us using your usual method and we will be happy to provide further guidance.