Sutton Carpet Cleaners Complaints Procedure

At Sutton Carpet Cleaners, we aim to provide reliable, high quality carpet and upholstery cleaning for homes and businesses. We recognise that, on occasion, our service may not meet your expectations. This complaints procedure explains how you can raise a concern, how we will respond, and what you can expect from us throughout the process.

Our Commitment to Resolving Complaints

We treat all complaints seriously and view them as an opportunity to improve our services. Our goals are to acknowledge your concern promptly, investigate it fairly, and provide a clear response and resolution within reasonable timeframes. We will always handle your information confidentially and respectfully.

What Counts as a Complaint

A complaint is any expression of dissatisfaction about our cleaning services, staff conduct, booking process, communication, or any aspect of your experience with Sutton Carpet Cleaners, where you would like a response or resolution. This can include issues such as the quality of cleaning, damage concerns, punctuality, or how a previous issue was handled.

How to Make a Complaint

You can raise a complaint using the contact methods published on our website or in your booking confirmation. Please provide as much detail as you can so we can investigate effectively. To help us understand and resolve the matter quickly, please include:

The date and time of the service, the address where the work was carried out, a description of the issue, including the area or items affected, the name of any staff member you dealt with, if known, and any steps you have already taken to discuss the issue with our team.

We encourage you to raise concerns as soon as possible after the service, ideally within a short period of time, so that we can assess and address the situation while the details are still clear.

Stages of the Complaints Procedure

Stage 1: Initial Contact and Acknowledgement

When you first contact us with a complaint, we will log the details and provide an acknowledgement within a reasonable period of time. Where possible, an appropriate member of our team will attempt to resolve the issue informally at this stage, for example by clarifying what was agreed, offering to revisit the property, or discussing suitable remedial action.

Stage 2: Investigation

If your complaint cannot be resolved immediately, it will be passed to a senior member of staff for a more detailed review. The investigation may include:

Reviewing your booking details, service notes and any relevant documentation, speaking to the operative or team who attended the property, considering photographs or other evidence you provide, and, where appropriate, arranging a follow-up visit to inspect the issue in person.

We aim to complete this investigation within a reasonable timeframe. If we need more time due to the complexity of the matter, we will let you know and provide an updated timescale.

Stage 3: Response and Outcome

Once our investigation is complete, we will provide a clear response setting out:

Our understanding of your complaint, the findings of our investigation, any conclusions we have reached, and the actions we propose to take to resolve the issue, if applicable.

Possible outcomes may include an explanation or apology, a return visit to address areas of concern, practical steps to remedy identified issues, or, where appropriate, another form of resolution in line with our terms and conditions.

Stage 4: Further Review

If you remain dissatisfied after receiving our response, you can ask for your complaint to be reviewed again by a more senior member of our management team. They will re-examine the information available and may request further details from you or from the staff involved. Following this review, we will provide a final response and explain our position and any further steps we are able to take.

Time Limits and Evidence

To help us investigate fairly, we ask that complaints are made as soon as reasonably possible following the service. In some cases, such as stain removal or damage concerns, delay in reporting can affect what can be done to put things right. We may ask you for supporting information, such as photographs or a brief written summary, to clarify the nature and extent of the issue.

Behavior and Expectations

We expect our staff to act professionally, courteously and respectfully at all times, and we expect the same standards in return. We will not tolerate abusive, threatening or discriminatory language or behaviour towards any member of our team. If communication becomes abusive, we may limit or end contact, while still considering the substance of the complaint where possible.

Fairness and Confidentiality

Every complaint will be considered on its individual facts, and we will act fairly and consistently in line with our policies. Information relating to your complaint will be shared only with those who need it to investigate and resolve the matter. We will store and process your information in accordance with applicable data protection requirements.

Using Complaints to Improve Our Service

We analyse complaints and feedback to identify patterns, training needs and areas for improvement in our carpet and upholstery cleaning services. This may include updating staff training, reviewing our cleaning methods, improving communication about what can realistically be achieved, or adjusting our internal procedures to prevent similar issues in future.

Updates to This Complaints Procedure

We may update this complaints procedure from time to time to reflect changes in our services, internal processes or legal requirements. The most recent version will be published on our website. Any changes will apply to complaints raised after the updated procedure is made available.