Wormwood Scrubs Carpet Cleaners Complaints Procedure

Wormwood Scrubs Carpet Cleaners is committed to delivering reliable and professional carpet and upholstery cleaning services. We aim to provide a smooth and positive experience for every customer, but we recognise that on occasion things may not go as planned. This complaints procedure explains how you can raise a concern, how we handle complaints, and what you can expect from us at each stage.

Our Commitment to You

We treat all feedback as an opportunity to improve our services. If you are unhappy with any aspect of our work, our staff, or the way your booking was handled, we want to hear from you. We will take your concerns seriously, handle them respectfully, and aim to resolve matters as quickly and fairly as possible.

What This Procedure Covers

This procedure covers complaints relating to our domestic and commercial cleaning services, including carpet cleaning, rug cleaning, upholstery cleaning, stain removal and related work carried out by Wormwood Scrubs Carpet Cleaners. It applies to service quality, punctuality, conduct of staff, communication issues, and any other dissatisfaction arising from our services.

This procedure does not cover general enquiries, requests for quotations or routine rescheduling of appointments, which should be handled through our standard customer service channels.

Informal Resolution

Many issues can be resolved quickly and informally. If you have a concern during or immediately after your appointment, you are encouraged to raise it with the cleaning technician on site where appropriate. They may be able to address minor problems straight away, such as re-cleaning a specific area or clarifying what has been done.

If your concern cannot be resolved on the spot, or if you prefer not to discuss it with the technician, you should follow the formal complaints procedure set out below.

How to Make a Formal Complaint

You should raise your complaint as soon as possible after the issue arises. Providing clear and detailed information helps us investigate thoroughly. When making a complaint, please include:

The date and approximate time of the service, the property or area that was serviced, a clear description of what went wrong or did not meet your expectations, any relevant information about discussions with our staff, and any supporting details such as photos, if available.

We encourage you to keep your description factual, specific and focused on the outcome you are seeking, such as a re-clean, correction of an issue or another form of resolution.

Acknowledgement of Your Complaint

Once we receive your complaint, we will acknowledge it within a reasonable timeframe. In our acknowledgement, we will confirm that your complaint has been logged and is being reviewed and, where possible, provide an indication of when you can expect a full response. If we need more information to understand your concerns, we may contact you to clarify details before starting our investigation.

How We Investigate Complaints

All complaints are handled with care and confidentiality. An appropriate member of our management or customer service team will review the details of your complaint along with any relevant records, such as booking information and technician reports. Where necessary, we may contact the cleaning technician or other staff involved, and we may ask you for further clarification to ensure we fully understand your experience.

We aim to investigate all complaints objectively, considering both your account and any supporting information. Our focus is on finding a fair outcome and identifying any steps we can take to prevent similar issues in future.

Our Response and Possible Outcomes

After we have completed our investigation, we will provide a clear response explaining our findings and any actions we propose to take. Depending on the nature and circumstances of the complaint, possible outcomes may include an explanation or clarification, an apology where appropriate, a re-clean of specific areas, a corrective visit or another proportionate remedy.

We will always aim to ensure that the outcome is fair and reasonable in light of the issue raised and the condition of the items or areas cleaned.

If You Are Not Satisfied

If you feel that your complaint has not been resolved satisfactorily, you may ask for a further review. In this case, your complaint and our initial response will be reconsidered, normally by a more senior member of our team where available. We may contact you again for additional information and will provide a final response after the review has been completed.

While we always aim to reach a resolution that you consider fair, there may be occasions where we are unable to agree on the outcome. Even in those cases, we will provide a clear explanation of our position and the reasons for our decision.

Time Limits and Evidence

To help us investigate effectively, we ask that complaints relating to cleaning quality be raised as soon as possible and no later than a reasonable period after the service date. Carpets, rugs and upholstery are subject to ongoing use and wear, so timely reporting is important for us to distinguish between service issues and later damage or soiling.

Where applicable, we may request photographs or other evidence to support your complaint, particularly in relation to claims of damage or staining. Providing such information enables us to assess the situation more accurately and respond appropriately.

Confidentiality and Data Protection

All complaints are handled in confidence and in accordance with applicable data protection principles. Information will only be shared internally with staff who need it to investigate and resolve your complaint. We retain records of complaints and their outcomes so that we can monitor our performance, identify patterns and improve our services.

Continuous Improvement

Wormwood Scrubs Carpet Cleaners views complaints as a valuable source of feedback. We review the nature and frequency of complaints to identify areas where training, processes or communication can be enhanced. By following this complaints procedure and letting us know when something has gone wrong, you assist us in maintaining and improving the quality of our cleaning services across the area we serve.