Complaints Procedure
Docklands Carpet Cleaners Complaints Procedure
Docklands Carpet Cleaners is committed to providing reliable, professional cleaning services and to resolving any concerns fairly and promptly. This complaints procedure explains how you can raise an issue with us, how we will respond, and what you can do if you are not satisfied with the outcome.
Purpose of This Complaints Procedure
The purpose of this complaints procedure is to give customers a clear and structured way to tell us when something has gone wrong with our carpet, upholstery, rug, or general cleaning services. It also sets out what you can expect from us at each stage, from acknowledging your complaint to resolving it and learning from it.
What Counts as a Complaint
A complaint is any expression of dissatisfaction about our cleaning services, our staff, or the way we have handled an enquiry or booking, whether that dissatisfaction is justified or not. Examples of complaints include:
Cleaning standards not meeting the agreed specification.
Damage or suspected damage to carpets, rugs, upholstery, flooring, or other items.
Missed or delayed appointments without reasonable notice.
Concerns about the conduct, attitude, or behaviour of our cleaning staff or representatives.
Issues with pricing clarity, quotations, or invoices.
Any other concern where you feel we have not delivered the level of service you reasonably expected.
How to Make a Complaint
You can raise a complaint using whichever method is most convenient for you. When making a complaint, please provide as much detail as possible so we can understand and investigate the issue effectively. Helpful information includes:
Your full name and, if relevant, the name of the organisation or property.
The service address where the cleaning took place.
The date and approximate time of the service or incident.
A clear description of what went wrong and how it has affected you.
Any supporting information, such as photos of the affected area, copies of quotes or invoices, and the name of any staff member you dealt with, if known.
We encourage you to raise any complaint as soon as possible after the issue arises. The earlier we are made aware, the more effectively we can investigate and resolve the matter, especially where cleaning results or alleged damage are concerned.
Our Complaints Handling Stages
We aim to handle all complaints in a consistent and transparent way. Our process typically follows the stages below.
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 outline the next steps, including indicative timescales for our investigation and response.
Stage Two: Investigation
A manager or other appropriate member of our team will review your complaint in detail. This may involve:
Checking booking records, job sheets, and any relevant notes from the cleaning visit.
Speaking with the cleaners or supervisors who attended the property.
Reviewing any photos, videos, or other evidence you provide.
Arranging a follow-up inspection of the property, where appropriate and with your consent.
We may contact you during this stage to request additional information or clarification in order to fully understand your concerns.
Stage Three: Response and Resolution
After we have completed our investigation, we will write to you with our findings and, where appropriate, our proposed resolution. This may include one or more of the following outcomes, depending on the circumstances:
Providing an explanation or clarification where there has been a misunderstanding.
Offering a re-clean of the affected areas, where cleaning standards have not been met.
Offering a partial or full refund, where this is deemed appropriate and fair.
Taking internal action, such as additional staff training or reviewing procedures.
In cases where we do not uphold your complaint, we will explain our reasoning clearly and provide any evidence that has informed our decision.
Timescales for Handling Complaints
We aim to handle complaints as swiftly as possible while still carrying out a thorough investigation. Response times may vary depending on the complexity and nature of the issue, but we will keep you informed if we require more time. Our priority is to resolve your complaint fairly rather than to rush to a conclusion.
Escalating Your Complaint
If you are dissatisfied with the outcome of your complaint at the initial stage, you can ask for your complaint to be reviewed by a senior member of our team. When requesting an escalation, please explain why you are unhappy with the original response and what resolution you are seeking.
The senior reviewer will re-examine your complaint, the investigation, and the decision reached. Where appropriate, they may contact you for further information or clarification. They will then provide a final written response setting out their findings and any further actions to be taken.
Fairness, Confidentiality, and Data Protection
All complaints are handled with fairness, respect, and without discrimination. Your complaint will not affect the level of service you receive from us now or in the future. We treat all information you provide as confidential and only share it internally with staff who need to know in order to investigate and respond. Any personal data collected during the complaints process will be handled in line with our data protection responsibilities.
Learning From Complaints
Complaints help us identify where our cleaning services, communication, or processes can be improved. We regularly review complaints and their outcomes to monitor trends, refine our training, and enhance the way we deliver carpet, upholstery, and specialist cleaning across our service areas.
Review of This Complaints Procedure
Docklands Carpet Cleaners keeps this complaints procedure under regular review to ensure it remains clear, fair, and effective. We may update it from time to time to reflect changes in our services, operational practices, or applicable regulatory guidance. The version published on our website will always be the most current.
