Complaints Procedure
Pimlico Carpet Cleaners Complaints Procedure
At Pimlico Carpet Cleaners we are committed to delivering reliable, professional carpet and upholstery cleaning services. We recognise that on occasion things may not go as planned. This complaints procedure explains how you can raise a concern about our services and how we will respond, investigate and resolve issues.
Purpose of this complaints procedure
This procedure is designed to provide a clear, fair and timely process for handling complaints from residential and commercial customers. It applies to all services we provide, including carpet cleaning, rug cleaning, upholstery cleaning and related treatments carried out within our service areas.
We use feedback and complaints to improve the way we work, support our staff with additional training where needed, and enhance the quality and consistency of our cleaning services.
What counts as a complaint
A complaint is any expression of dissatisfaction about our cleaning services, our staff, our communication or our processes, where you are seeking a response or resolution. Examples include:
Issues relating to the quality of cleaning, such as stains not treated as expected, incomplete areas, or concerns about the condition of carpets or upholstery after the service.
Concerns about punctuality, conduct, behaviour or professionalism of our cleaners or office team.
Disagreements about pricing, quotations, additional charges, or the services delivered compared with what was agreed.
Problems with communication, such as booking errors, missed appointments or unclear information about our services.
This procedure does not cover routine requests for amendments to bookings or general enquiries, which should be handled through our usual customer service channels.
How to make a complaint
You can make a complaint using any of our normal contact methods. When you contact us, please provide:
Your full name and the address where the service was carried out.
The date of the clean and, if possible, your booking reference.
A clear description of what happened, including which rooms, items or areas are affected.
Any relevant details such as conversations with staff, agreed prices, or follow up visits already arranged.
If you are able to provide photographs or other supporting information, this can help us understand the issue more quickly. You should raise your complaint as soon as possible after the service, and preferably within 7 days, so that we can properly investigate and address the problem.
Our complaints handling stages
We aim to resolve most issues at the first point of contact. Our complaints process generally follows these stages:
Stage 1: Initial review and acknowledgement
Once we receive your complaint, we will log the details and carry out an initial review. We will acknowledge your complaint within a reasonable time, usually within 2 working days. If we need further information to understand the problem, we may contact you to clarify the details.
Stage 2: Investigation
Your complaint will be assigned to a manager or senior team member who will investigate what happened. This may include reviewing job notes, speaking to the cleaners who attended, assessing photographs or other evidence, and checking our booking and communication records.
In some cases we may request permission to revisit the property to inspect the carpets or upholstery in person. This helps us to determine whether further cleaning, stain treatment or other remedial work is appropriate.
Stage 3: Response and proposed resolution
Once we have completed our investigation, we will provide you with a response outlining:
Our understanding of the issue and any relevant findings.
Whether we believe the complaint is upheld in full, in part, or not upheld.
Any proposed actions to resolve the matter, which may include a re-clean of affected areas, partial adjustment, advice on aftercare, or an explanation where the outcome is limited by the condition or fibre type of the carpet or upholstery.
We aim to provide a full response within 10 working days of acknowledging your complaint. If the matter is complex or requires further investigation, we will let you know and provide an updated timeframe.
If you remain dissatisfied
If you are not satisfied with our Stage 3 response, you may ask for a further review. Your complaint will then be considered by a senior member of our management team who was not directly involved in the initial decision.
In this review we will re-examine the information, consider any additional details you wish to provide, and decide whether the original outcome should be upheld or amended. We will explain our final position and any further steps we can reasonably take.
Time limits and practical considerations
We encourage customers to raise complaints as soon as possible, ideally within 7 days of the service. Over time, normal wear, additional soiling, use of other cleaning products or further work carried out by third parties can make it difficult to assess what occurred during our visit.
For this reason, our ability to offer re-cleans or other remedial work may be affected if a significant period has passed. However, we will always review the circumstances fairly and consider all available evidence.
Our commitments to you
When handling complaints, Pimlico Carpet Cleaners is committed to:
Treating all customers with respect, courtesy and professionalism at every stage.
Listening carefully to your concerns and keeping an open mind.
Investigating complaints objectively, using all relevant information.
Responding in a clear and timely manner, explaining our reasoning.
Putting things right where we have made a mistake or fallen short of our standards.
Using feedback to improve our services, staff training and quality controls across our service area.
Data protection and confidentiality
Any personal information you provide when making a complaint will be handled in line with our privacy practices. We will only share complaint details internally with staff who need the information to investigate and resolve the issue, and we will retain complaint records for an appropriate period for monitoring and improvement purposes.
Continuous improvement
We regularly review complaints data to identify patterns, training needs and areas where our carpet and upholstery cleaning services can be enhanced. By raising your concerns, you help us maintain high standards for all customers across the areas we serve.
