Complaints Procedure

Lambeth Carpet Cleaning Complaints Procedure

At Lambeth Carpet Cleaning we aim to provide reliable, high quality cleaning services and professional customer care. We recognise that sometimes things may not go as planned, and we take all concerns and complaints seriously. This Complaints Procedure explains how you can raise a complaint, how we will respond, and what you can expect from us at each stage of the process.

Scope of this complaints procedure

This procedure applies to complaints about our carpet, rug, upholstery and related cleaning services, including our conduct before, during and after a visit. It covers issues such as service quality, punctuality, behaviour of cleaning staff, damage or losses, invoicing concerns and communication problems. It is designed for domestic and commercial customers who have used or booked our services within our usual operating area.

This procedure does not cover disputes that are already the subject of legal proceedings or insurance claims that have moved beyond our internal process. In those cases, we will cooperate with the relevant third parties while still seeking a fair outcome for our customer.

Our commitments to you

When you raise a complaint with Lambeth Carpet Cleaning, we commit to the following principles:

We will treat your complaint seriously and respectfully. We will listen to your concerns without pre-judging the outcome. We will investigate the matter carefully and objectively. We will respond within reasonable and stated timeframes. We will keep you informed about the progress of your complaint. We will aim to resolve the issue promptly and fairly, offering appropriate remedies where a complaint is upheld. We will use your feedback to improve our services and staff training.

How to make a complaint

You can raise a complaint with us in writing or by speaking to a member of our team. While we will accept complaints raised in any reasonable way, we strongly recommend making your complaint in writing so that there is a clear record of what has happened. When submitting your complaint, please provide the following details where possible:

Your full name and preferred contact details. The address where the cleaning service was carried out. The date and approximate time of the service. A clear description of what went wrong and when you first noticed the issue. The names of any staff members involved, if known. Any photographs, estimates or supporting information that may help us understand the problem.

The more information you can provide at the outset, the easier it will be for us to investigate thoroughly and respond quickly.

Time limits for raising a complaint

We ask that you notify us of any concerns as soon as reasonably possible. For service quality issues, such as areas missed or unsatisfactory cleaning, we ask that you contact us within 48 hours of the work being completed. For damage or loss claims, please contact us as soon as you become aware of the problem. While we will always try to help, delays in reporting may affect what practical steps and remedies are available.

What happens after you make a complaint

Once we receive your complaint, we will follow these stages:

Step one: Acknowledgement. We will acknowledge your complaint within a reasonable period of receiving it. If your complaint is made in person or by phone, we will usually acknowledge it at the time. If it is made in writing, we will acknowledge it in writing.

Step two: Initial review. We will carry out an initial review to understand the nature of your complaint. Depending on the issue, this may involve checking our booking records, job notes, photographs or communications relating to your service.

Step three: Investigation. Where needed, we may speak with the cleaning team involved and any other staff who can provide relevant information. We may ask you for additional details or evidence if this will help us reach a fair outcome. In some cases, we may suggest a follow-up visit to inspect the work or the site.

Step four: Response and outcome. After we complete our investigation, we will provide a clear response setting out our findings and any proposed solution. We aim to provide a full response within a reasonable timeframe, depending on the complexity of the issue. If we cannot meet this timescale, we will let you know and explain why more time is needed.

Possible resolutions

If your complaint is upheld, we will seek to agree a fair and practical remedy with you. Depending on the circumstances, this may include one or more of the following:

Offering to re-clean the affected areas. Providing guidance or aftercare advice where this may resolve the issue. Offering a partial refund or credit against future services, where appropriate. Making a contribution towards repair or replacement costs, in line with our terms and conditions and any applicable insurance cover. Providing an explanation, apology and assurance of steps taken to prevent similar issues in future.

Where a complaint is not upheld, we will explain our reasons clearly and provide any evidence that has informed our decision, where appropriate.

Escalating your complaint

If you are not satisfied with the outcome of your complaint at the first stage, you may request that it is reviewed by a more senior member of our team. To do this, please set out which aspects of our response you disagree with and why, and include any further information you would like us to consider.

The senior reviewer will look again at the information already gathered, together with any new evidence you provide. They may contact you to clarify points or obtain additional details. After this review, a final decision will be issued. This will normally conclude our internal complaints process.

Complaints involving potential damage or loss

Where your complaint involves alleged damage to property or loss of items, we will handle the matter as carefully and sensitively as possible. We may request photographs, purchase information or repair estimates. In some cases, we may need to involve our insurers, in which event we will explain the process and any additional steps required.

Where an inspection is needed, we may propose a visit to view the damage, either by our representative or an appointed assessor. Cooperation with this process helps us reach a fair decision and identify any corrective action needed in our working methods.

Using feedback to improve our services

All complaints and significant concerns are recorded and monitored. We analyse this information to identify any patterns, training needs or areas where our procedures or communication can be improved. This approach helps us maintain and raise the standard of cleaning and customer service we provide across our local service area.

Updates to this complaints procedure

We may update this Complaints Procedure from time to time to reflect changes in our services, internal processes or applicable guidance. The version published on our website will always be the most current. You are encouraged to review it periodically if you use our services regularly or hold an ongoing account with us.

If you have any questions about this Complaints Procedure or are unsure how it applies to your situation, you can contact us to request clarification before or after submitting a formal complaint.