Complaints Procedure

Complaints Procedure for Colliers Wood Carpet Cleaning

Colliers Wood Carpet Cleaning is committed to delivering reliable and professional carpet, upholstery, and soft furnishing cleaning services. We recognise that, on occasion, something may not go as expected. When this happens, we want to know about it so we can put things right and continuously improve our service. This complaints procedure explains how you can raise a concern, how we will handle it, and what you can expect from us at each stage.

Purpose of This Complaints Procedure

The purpose of this procedure is to provide a clear and fair process for customers who wish to express dissatisfaction with any aspect of our cleaning services. This may relate to the quality of the work carried out, the conduct of our team, the clarity of our pricing, or any other part of your experience with Colliers Wood Carpet Cleaning.

We aim to handle all complaints in a timely, consistent and transparent manner, treating each case with respect and objectivity.

What We Class as a Complaint

A complaint is any expression of dissatisfaction about our services, whether justified or not, where you are seeking a response or resolution. This can include, but is not limited to:

Issues with the quality or completeness of cleaning work carried out in your home or business premises.

Concerns about damage caused to carpets, rugs, upholstery, or other items during the cleaning process.

Disagreement about pricing, invoicing or what was included within an agreed quote.

Concerns about punctuality, behaviour, attitude, or professionalism of our staff.

Any other aspect of our customer service before, during, or after your appointment.

How to Make a Complaint

You can raise a complaint verbally or in writing. While we are happy to discuss issues in person or by phone, we recommend putting your complaint in writing wherever possible so that we can record all details accurately and respond fully.

When submitting a complaint, please provide:

Your full name and the address where the cleaning work took place.

The date of the service, and the approximate time of the appointment.

A clear description of what went wrong or what you are dissatisfied with.

Any relevant information such as photographs, written notes, or copies of quotes or invoices.

What outcome you are seeking, for example a re-clean, repair, partial refund, or explanation.

Providing as much detail as possible helps us investigate your concerns more efficiently and reach a fair resolution.

Time Limits for Making a Complaint

We ask that you raise any issues with us as soon as you become aware of them. For cleaning quality concerns, we request that you contact us within a reasonable period after the service date so that we can properly assess and address the problem.

While we will always consider complaints raised later, prompt notification gives us the best chance to investigate thoroughly and agree a practical solution.

How We Will Respond

Once we receive your complaint, we will:

Acknowledge your complaint and confirm that it is being reviewed.

Assess the nature of your concern and, if needed, ask you for further information or clarification.

Investigate the circumstances, which may include speaking with the team members who attended your property and reviewing any relevant records.

Where appropriate, offer to revisit your property to inspect the affected areas and discuss options on site.

We aim to provide a clear and meaningful response, setting out our findings and any proposed resolution.

Expected Timeframes

We aim to respond to all complaints as promptly as possible. In most cases, you should receive an initial acknowledgement within a short period and a full response within a reasonable timeframe, depending on the complexity of the issue.

If, for any reason, our investigation takes longer than expected, we will keep you informed of our progress and let you know when you can expect a full reply.

Possible Outcomes and Resolutions

After reviewing your complaint, we will determine what action is appropriate. Possible outcomes may include:

Providing further explanation or clarification if there has been a misunderstanding.

Offering a re-clean of specific areas or items where work has not met our expected standard.

Agreeing a partial or full refund where this is considered fair and reasonable.

Arranging for repair or contribution towards repair where damage is clearly attributable to our work.

Reviewing and improving our internal procedures, staff training, or communication practices to reduce the risk of similar issues in future.

Our goal is always to resolve matters fairly and proportionately, taking into account the evidence available and the expectations set before the service.

Escalating Your Complaint

If you are not satisfied with the outcome of your complaint or feel that it has not been handled properly, you may ask for your complaint to be reviewed at a higher level within Colliers Wood Carpet Cleaning.

When requesting an escalation, please set out why you remain dissatisfied and what further resolution you are seeking. We will then undertake a further review of your complaint and the actions already taken, and respond with our final position.

Our Commitment to Fairness and Improvement

We treat all complaints seriously and use them as an opportunity to learn and improve. Every concern raised helps us refine how we deliver carpet and upholstery cleaning services to homes and businesses in our service area.

All complaints are handled confidentially and with respect for everyone involved. We do not tolerate any form of discriminatory or retaliatory behaviour resulting from a customer raising a complaint.

Recording and Reviewing Complaints

We maintain internal records of complaints and the steps taken to resolve them. This helps us identify patterns, recurring issues, and areas where we can enhance our training, equipment, or working practices.

By regularly reviewing feedback and complaints, Colliers Wood Carpet Cleaning works to ensure that our services remain consistent, professional, and responsive to the needs of our customers.

Contacting Us About a Complaint

If you wish to make a complaint or discuss a concern about any aspect of our cleaning services, please contact us using our usual communication channels. We encourage you to share any issues, however small they may seem, so that we have the opportunity to address them promptly and maintain your confidence in Colliers Wood Carpet Cleaning.