Complaints Procedure for Colliers Wood Carpet Cleaners

Colliers Wood Carpet Cleaners is committed to providing a reliable, professional cleaning service for homes and businesses in our local area. We recognise that, on occasion, customers may feel that our service has not met their expectations. This complaints procedure explains how you can raise a concern, how we will handle it, and the standards you can expect from us throughout the process.

Our Commitment to You

We aim to resolve all complaints fairly, politely and as quickly as possible. Every concern raised is taken seriously and used as an opportunity to improve our carpet, upholstery and rug cleaning services across the communities we serve. We are committed to:

Listening carefully to your feedback, acknowledging your experience, investigating thoroughly and responding in a timely and transparent manner. Where we have made a mistake, we will aim to put things right and prevent the issue from recurring.

What This Procedure Covers

This complaints procedure applies to all services provided by Colliers Wood Carpet Cleaners, including domestic carpet cleaning, commercial carpet maintenance, upholstery cleaning, rug cleaning and related services delivered in our service area. It covers concerns about the quality of cleaning, conduct of our staff, adherence to agreed appointments and damage alleged to have been caused during our work.

What Is Not Covered

This procedure does not cover ongoing service discussions such as requests for quotes, adjustments to future bookings, or general enquiries. Those matters are handled through our normal customer service channels. It also does not cover issues that are the responsibility of third parties, such as independent contractors not engaged by us or manufacturers of cleaning equipment and products.

How to Make a Complaint

You can make a complaint in writing or by speaking with a member of our team. We encourage you to raise your concern as soon as possible after the service has taken place so that we can investigate effectively. When submitting a complaint, please provide the following information:

Your full name, the property address where the cleaning took place, the date of the service, a clear description of your concern, including what you believe went wrong, any relevant photographs, documentation or notes that may assist our investigation, and your preferred method for us to contact you to discuss the matter.

Initial Acknowledgement

Once we receive your complaint, we will record it in our internal complaints log. We will then send you an acknowledgement to confirm that your complaint has been received and is being reviewed. This acknowledgement will normally be provided within three working days. In this initial response, we may request further details if we require more information to understand the issue fully.

Investigation Process

Every complaint is investigated by an appropriate member of the management team. The investigation may include reviewing service records, speaking to the cleaner or team who attended the property, examining any photographs or evidence you have provided, and, where necessary, arranging a visit to inspect the affected areas. We approach each complaint with an open mind and aim to gather a full and balanced understanding of what has happened.

Our Response and Timescales

We aim to provide a full written response to your complaint within ten working days from the date of acknowledgement. If, for any reason, more time is required, we will inform you of the reason and provide an updated timescale. Our response will set out what we have investigated, our findings, whether your complaint is upheld in full, in part, or not upheld, and any steps we propose to resolve the issue.

Possible Outcomes and Remedies

Where a complaint is upheld, we will propose a remedy that is fair and proportionate to the circumstances. Depending on the nature of the issue, possible outcomes may include a repeat clean of the affected areas, a partial or full refund relating to the service in question, practical steps to repair or address the problem where appropriate, and a written apology outlining what went wrong and what we have done to prevent a recurrence.

Where a complaint is not upheld, we will clearly explain the reasons for our decision and the evidence on which we have relied. Regardless of the outcome, we will treat you with respect throughout the process.

Escalating Your Complaint

If you are dissatisfied with the outcome of the initial investigation, you may request that your complaint be reviewed at a higher level within the company. In your request for escalation, please explain why you remain unhappy with the response and what outcome you are seeking. A senior member of our team, who was not directly involved in the original decision, will review the complaint, the investigation and the initial response. We will normally provide a final written response to an escalated complaint within ten working days of receiving your escalation request.

Learning From Complaints

We regularly review complaints received about our carpet and upholstery cleaning services to identify patterns, training needs and areas for improvement. This may result in updates to our cleaning methods, changes to staff training or revisions to our customer service procedures. Our goal is to use the insights gained from complaints to enhance the reliability and quality of our services for households and commercial clients throughout our service area.

Your Responsibilities

We ask that you raise complaints in a respectful and honest manner, provide accurate information and allow us reasonable time to investigate and respond. Abusive, threatening or discriminatory language or behaviour towards our staff will not be tolerated and may result in us withdrawing our services.

Review of This Procedure

This complaints procedure is reviewed regularly to ensure that it remains clear, fair and effective for customers using Colliers Wood Carpet Cleaners. Updated versions may be issued from time to time to reflect changes in our operations or relevant regulations. The version in force at the time you raise your complaint will be the one that applies to your case.

We appreciate all feedback, whether positive or negative, and we welcome the opportunity to resolve any concerns about our cleaning services quickly and constructively.