Complaints Procedure for Marylebone Carpet Cleaning

Marylebone Carpet Cleaning is committed to delivering reliable, professional carpet and upholstery cleaning services. We recognise that, on occasion, customers may feel that our service has not met their expectations. This Complaints Procedure explains how you can raise a concern, how we will respond, and the standards you can expect from us throughout the process.

Our Commitment to Resolving Complaints

We take all complaints seriously and use them as an opportunity to review and improve our work. Our aims are to:

Provide a clear and straightforward way for you to raise your concerns.

Acknowledge and address complaints promptly and fairly.

Keep you informed at each stage of the process.

Reach a resolution as quickly as possible, where it is within our control to do so.

Learn from feedback to enhance our carpet, rug, and upholstery cleaning services.

What This Procedure Covers

This Complaints Procedure applies to any dissatisfaction relating to our cleaning services, including but not limited to:

The quality or outcome of the cleaning work carried out.

The conduct, attitude, or appearance of our cleaning technicians.

Damage or perceived damage to carpets, rugs, upholstery, or property.

Appointments, timing, communication, and general customer service.

Quotations, invoicing, or the way charges have been explained.

If your concern relates to something outside our control, we will explain this clearly and, where possible, advise you on any appropriate next steps.

How to Make a Complaint

We encourage you to contact us as soon as possible if you are unhappy with any aspect of our service. Prompt notification allows us to investigate while details are still fresh and, where possible, to review the work on site.

You can raise a complaint by contacting our customer care team and providing the following information:

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

The date and approximate time of the service.

A clear description of what went wrong and how this has affected you.

Any relevant photographs, where appropriate, to help us understand the issue.

Your preferred method of communication and the best times to reach you.

If your complaint relates to a specific technician or visit, please include those details to help us investigate thoroughly.

Stage One: Initial Response

Once we receive your complaint, we will:

Acknowledge your complaint within a reasonable timeframe.

Review the information you have provided, along with our booking records, technician notes, and any before and after service documentation where available.

Contact you if we require additional information or clarification.

In many cases, complaints can be resolved quickly at this stage, for example by offering to revisit the property to inspect the work or to rectify an issue in line with our service standards.

Stage Two: Investigation and Review

If your complaint cannot be resolved immediately or you remain dissatisfied with the initial response, it will be escalated for further review.

At this stage we will usually:

Arrange a mutually convenient time to carry out an inspection of the relevant areas, where appropriate.

Speak with any technicians involved in the original service.

Assess whether the issue relates to service quality, pre-existing conditions, normal wear and tear, or factors outside our control.

Consider any supporting photographs, reports, or other relevant information.

Following this investigation, we will provide a clear written or verbal outcome explaining:

Our findings and the reasons for our conclusion.

Whether we believe the complaint is upheld, partially upheld, or not upheld.

Any remedial actions or solutions we are able to offer.

Possible Outcomes and Remedies

Where a complaint is upheld, we will seek to offer a fair and proportionate remedy. Depending on the circumstances, this may include:

Offering to re-clean the affected areas.

Providing advice on appropriate aftercare or alternative solutions where further cleaning is not suitable.

Offering a partial or full adjustment to the invoice, where appropriate and at our discretion.

We do not accept liability for issues resulting from factors such as pre-existing damage, age-related wear, permanent staining, colour loss that is revealed rather than caused by cleaning, or the use of incompatible products prior to our visit. Where this is the case, we will explain our assessment clearly.

Timescales

We aim to resolve most complaints within a reasonable period, depending on the complexity of the case and the need for any on-site inspections. If we anticipate that an investigation will take longer than usual, we will let you know and provide an estimated timeframe.

Your Responsibilities

To help us deal with your complaint efficiently, we ask that you:

Raise concerns as soon as possible after the service.

Provide accurate and complete information about the issue.

Allow us reasonable access to the property, where required, to inspect the work or attempt remedial action.

Engage with our team courteously and constructively throughout the process.

Confidentiality and Data Protection

All complaints are handled confidentially and with respect for your privacy. Information you provide during the complaints process will be used only for the purpose of investigating and resolving your complaint, and for improving our services. We will retain records of complaints in line with our internal policies and applicable legal requirements.

Continuous Improvement

Marylebone Carpet Cleaning values all feedback, whether positive or negative. We review complaints regularly to identify patterns, training needs, and opportunities to improve the quality and reliability of our carpet, rug, and upholstery cleaning services across our service area. By raising a concern, you are helping us enhance our standards for all customers.

Ending the Complaints Process

Once we have provided our final response and, where possible, offered any appropriate remedy, the complaint will be considered closed. If you remain dissatisfied after our final position has been provided, any further steps you choose to take will fall outside the scope of this internal Complaints Procedure.

This Complaints Procedure is intended to be clear, fair, and accessible. We reserve the right to review and update it from time to time to reflect changes in our services, our service area, or applicable legal and industry requirements.