Complaints Procedure for Fulham Carpet Cleaning Customers

Fulham Carpet Cleaning is committed to providing a professional, reliable and courteous cleaning service to all customers. We recognise that, on occasion, things may not go as planned. When this happens, we want to know about it so that we can put matters right and improve our services for the future. This Complaints Procedure sets out how you can raise a concern about our carpet, rug, upholstery or related cleaning services, and how we will handle your complaint.

Our commitment to resolving complaints

We aim to handle all complaints fairly, consistently and efficiently. Our objectives when dealing with a complaint are to understand what has gone wrong, to put it right where possible, and to learn from the experience. We will treat you with respect, listen carefully to your concerns, and keep you informed throughout the process.

We encourage customers to raise issues as soon as possible after the service has been provided. The earlier a concern is reported, the easier it is for us to investigate and offer a practical solution, particularly where cleaning results, access to the property, or follow up visits may be required.

What counts as a complaint

A complaint is any expression of dissatisfaction about our cleaning services, our staff or representatives, the quality of work, or the way we have communicated or carried out our duties. Examples include concerns about the standard of carpet or upholstery cleaning, punctuality of cleaners, conduct or behaviour of staff, damage or perceived damage to items or property, and misunderstandings about pricing or scope of work.

We also welcome feedback or suggestions that do not amount to a complaint, as these help us improve our domestic and commercial cleaning operations across our service area.

How to raise a complaint

You can raise a complaint using any written communication method you prefer. When contacting us, please provide the following information where possible so that we can investigate your concern efficiently:

The date and time of the cleaning service, the address where the service took place, a clear description of what you are unhappy about, including areas or items affected, any relevant photographs that show the issue, and your preferred method for us to respond to you in writing.

If you wish to raise an issue on the day of service, you may also speak directly to the cleaning operative or team leader at the property. They will do their best to resolve the matter immediately where it is safe and reasonable to do so, and may refer the matter for further review where necessary.

Timescales for making a complaint

We request that complaints relating to the quality or results of cleaning work are made as soon as possible, ideally within 48 hours of the service. Many cleaning results are most accurately assessed shortly after completion, and this timeframe helps us view the property and address concerns effectively.

Complaints made outside of this period will still be considered; however, our ability to verify and remedy certain issues, especially those affected by subsequent use of the property or items, may be limited.

How we will handle your complaint

Once we receive your complaint, we will record the details and begin an initial review. We aim to acknowledge your complaint in writing within a reasonable timeframe. During our investigation we may contact you to request further details, such as photographs, clarification of events, or information about other trades or services that may have been involved at the property.

Where appropriate, we may offer an inspection visit to the property to view the reported issue in person. An inspection helps us assess the condition of carpets, rugs, flooring, upholstery or other surfaces and to consider whether a re-clean, partial re-clean, stain treatment or other action is suitable.

Outcomes and possible resolutions

Our primary aim is to reach a fair and practical outcome based on the information available. Possible resolutions may include an explanation or clarification about the service or results achieved, a re-clean or further treatment of certain areas, where appropriate and safe to do so, an adjustment to the invoice, where our findings support such a resolution, or confirmation that no further action can reasonably be taken, with reasons explained.

Any offer of remedial work or adjustment will take into account the age and condition of items cleaned, pre-existing wear or damage, the information we were provided before starting work, and the limitations of cleaning methods for particular fabrics, fibres or stains.

Situations where we may not uphold a complaint

There may be circumstances where, after careful review, we are unable to uphold a complaint. These may include where the issue arises from pre-existing damage, heavy wear, or permanent staining that cannot be removed by professional cleaning, where work has been carried out by third parties after our visit that may have affected the condition of the property or items, where recommended aftercare instructions were not followed, or where factors beyond our control, such as building defects or external contamination, have contributed to the problem.

In every case we will explain our reasoning to you in clear terms and provide any relevant information about the technical limits of cleaning or restoration for the materials involved.

Escalating your complaint

If you are not satisfied with the outcome of your complaint after it has been investigated, you may request that your case is reviewed by a senior member of our team. The senior reviewer will consider the original complaint, the steps already taken, and any additional information you wish to provide. They will then issue a final response, confirming whether the original decision will be upheld, modified or overturned.

This internal escalation process is designed to ensure that your complaint has been handled objectively and that all reasonable options have been considered. We encourage customers to use this process if they feel their concerns have not been fully addressed.

Using complaints to improve our services

We regularly review complaints and feedback to identify patterns, training needs and opportunities to improve the way we deliver carpet, rug and upholstery cleaning in our service area. Information from complaints may be used to refine our procedures, enhance staff training, update our customer communications, and adjust the cleaning methods or products we use where appropriate.

By following this Complaints Procedure, we aim to maintain high standards of customer care, resolve issues promptly and fairly, and ensure that Fulham Carpet Cleaning continues to provide a trusted and dependable service to homes and businesses.