Bromley Carpet Cleaning Complaints Procedure

At Bromley Carpet Cleaning we aim to provide a reliable and professional cleaning service for homes and businesses. If something goes wrong or you are not satisfied with any part of our service, we want to know about it and put it right. This complaints procedure explains how you can raise a concern, how we will respond, and what you can expect from us at each stage.

Our commitment to resolving complaints

We take all complaints seriously and treat them as an opportunity to review and improve our carpet, upholstery, rug and hard floor cleaning services. Every complaint will be handled fairly, consistently and as quickly as reasonably possible. We will always try to resolve issues informally in the first instance, but we also offer a clear and structured process if further steps are needed.

Who this procedure applies to

This procedure is for any customer who has used Bromley Carpet Cleaning for domestic or commercial work, including one-off cleans and regular maintenance visits. It covers all aspects of our service, such as booking, communication, punctuality, conduct of cleaning technicians, cleaning methods, results achieved, and aftercare advice.

What we count as a complaint

A complaint is any expression of dissatisfaction about our service, whether justified or not, that requires a response. Examples include concerns about the quality of cleaning, damage to property, missed appointments, delays, or the way a member of our team has spoken to you. Routine requests such as appointment changes or general questions about services are not treated as complaints unless you tell us you are unhappy and wish to raise a concern.

How to make a complaint

You can make a complaint in the way that feels most convenient to you. You may raise an issue verbally with the cleaning technician on the day of the visit, or you may contact our office team after the service. When raising a complaint, please provide as much relevant detail as possible, including your name, the property address where we carried out the work, the date and approximate time of the appointment, what service was provided, and a clear description of what went wrong or did not meet your expectations.

If your complaint relates to visible results, such as staining, marks, or areas you believe were missed, we recommend contacting us as soon as possible after the work, ideally within a short period of time, so that we can accurately inspect the issue and arrange a practical solution where appropriate.

Stage one: Initial resolution

In many cases, complaints can be resolved directly and quickly by the person you first speak to. If you raise an issue with a technician at your property, they will do their best to correct the problem there and then where it is safe and reasonable to do so. If you contact our office team, they will listen to your concerns, ask any necessary questions to understand the situation fully, and see whether an immediate resolution can be agreed, such as providing further cleaning, clarification about recommended aftercare, or other practical steps.

We will always aim to acknowledge your complaint promptly and strive to agree an initial solution without unnecessary delay. If we cannot resolve your concern at this stage, or if the matter is more complex, your complaint will move to the next stage for a more detailed investigation.

Stage two: Formal investigation

Where an issue requires further review, a member of our management team will carry out a formal investigation. This may include speaking with the technician who attended your property, checking booking and job records, reviewing any photos or notes taken, and, where appropriate, arranging a follow-up visit to inspect the work or the area of concern. During this stage, we will aim to keep you informed of progress and may contact you if we need further information.

Once the investigation has been completed, we will provide a clear written or verbal response setting out our findings, any factors that contributed to the issue, and the outcome. Where we are at fault, we will seek to agree a remedy that could include additional cleaning, a partial refund, or another appropriate form of redress, depending on the circumstances. If we do not agree that we are at fault, we will explain our reasons in a straightforward and respectful way.

Stage three: Escalation and review

If you remain dissatisfied with the outcome of the formal investigation, you may request that the decision is reviewed by a senior member of our team who was not directly involved in the original job or complaint handling. They will reassess the information, consider any new evidence you wish to provide, and decide whether the original outcome should stand or be changed. We will then issue a final response.

Timeframes

We aim to acknowledge all complaints as soon as reasonably possible. Straightforward complaints that can be resolved informally may be dealt with within a short timeframe. More complex matters that require investigation may take longer. If we believe our review will exceed a reasonable period, we will let you know and explain the reason for the delay. Our focus is on providing a thorough and fair response rather than rushing to a conclusion.

Remedies and limitations

Where a complaint is upheld, we will look for a fair and practical remedy. Any remedy offered will take into account the nature of the problem, the condition of the carpets, upholstery or surfaces before we attended, the service you booked, and any limitations or risks explained in advance. Certain issues may not be fully rectifiable due to pre-existing wear, permanent staining, damage, or fibre characteristics. In these situations, we will always be honest about what can and cannot reasonably be achieved, but we will still examine whether anything in our work fell below our expected standards.

Conduct and expectations

We expect all members of our team to treat customers courteously and respectfully, especially when a concern is raised. In return, we ask that customers engage with the complaints process calmly and allow us a fair opportunity to investigate and respond. We will not tolerate abusive, threatening, or discriminatory language or behaviour toward our staff, and we may withdraw services in such circumstances.

Confidentiality and data handling

All complaints will be handled confidentially and in line with our data protection obligations. Information will only be shared with those who need it in order to investigate and resolve the issue. We keep records of complaints and outcomes so that we can monitor trends, improve training, and enhance the quality and reliability of our cleaning services.

Continuous improvement

Feedback and complaints help us refine our processes, train our technicians, and adapt our methods and equipment. By raising concerns, you are helping us maintain and improve the standard of service that customers expect from Bromley Carpet Cleaning across our service area. We appreciate the opportunity to address any problem and are committed to learning from each complaint to prevent similar issues in the future.

Alternative options

If, after following this procedure, you still feel that your complaint has not been resolved to your satisfaction, you may choose to seek independent advice or explore external dispute resolution options that may be available to you. This procedure does not affect any statutory rights you may have in relation to the services we provide.