Complaints Procedure for Carpet Cleaners Merton

Carpet Cleaners Merton is committed to providing reliable carpet, rug, upholstery and floor cleaning services throughout our local area. We aim to carry out every appointment to a consistently high standard. When something goes wrong, we want to know about it so we can put matters right and improve our service. This complaints procedure explains how you can raise a concern, what information we need from you, and how we will respond.

Scope of this complaints procedure

This procedure covers any complaint or concern relating to our professional cleaning services. This includes, but is not limited to, carpet and rug cleaning, upholstery cleaning, stain and odour treatment, end of tenancy cleaning, and related domestic or commercial cleaning work undertaken by Carpet Cleaners Merton.

It applies to services carried out at homes, rental properties, offices and other premises within our usual service area. It does not cover complaints about services provided by third parties or issues that do not relate directly to work performed by our team.

Our commitment to handling complaints

We treat all complaints seriously and handle them in a fair, consistent and respectful manner. Our aims when dealing with a complaint are to:

Listen carefully to your concerns and understand what has happened from your perspective.

Investigate the matter promptly and objectively.

Provide a clear explanation of our findings and any actions we will take.

Where appropriate, offer a practical remedy or solution.

Use the outcome of complaints to review and improve our cleaning practices and staff training.

How to make a complaint

You can raise a complaint verbally or in writing. We recommend setting out your concerns in writing wherever possible, as this allows you to provide clear details and helps us investigate efficiently.

When submitting a complaint, please include the following information:

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

The date and approximate time of the appointment or visits concerned.

A description of the service booked, for example carpet cleaning in specific rooms, upholstery cleaning or end of tenancy work.

A clear explanation of the issue, including any areas you believe were not cleaned properly, any damage you consider may have been caused, or any other aspect of the service that did not meet your expectations.

Details of any discussions you have already had with our staff about the issue.

Photographs or other supporting information, if available and relevant.

Providing this level of detail helps us to understand the situation fully and respond accurately.

Timeframe for raising a complaint

To allow us to investigate effectively, we ask that you raise any complaint as soon as possible after the service has been carried out. In the case of carpet, rug or upholstery cleaning, most concerns should be apparent shortly after the areas have dried. Prompt notification enables us to revisit the property if necessary and assess the work while it is still recent.

What happens after you make a complaint

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

Acknowledge receipt of your complaint and confirm that it is being reviewed.

Assign a member of staff or manager who was not directly involved in the original work to oversee the investigation wherever practical.

Review the details you have provided, including any photographs or other evidence.

Check our internal records relating to your booking, such as job sheets and technician notes.

Where appropriate, contact you to ask for further information or clarification.

We may propose a site visit so that we can inspect the carpets, upholstery or other cleaned areas in person. This helps us to reach a fair view of any alleged damage, missed areas or quality issues.

Response times

We aim to provide an initial response within a reasonable period from receiving your complaint. In most cases, we will be able to give you a full reply after completing our investigation. If the matter is complex or requires additional time, we will explain this and let you know when you can expect a further update.

Possible outcomes and remedies

After we have completed our investigation, we will explain our findings to you clearly. Depending on the circumstances, outcomes may include:

Arranging a re-clean of specific carpets, rugs, upholstery or areas where work may not have met our usual standard.

Providing advice on what can realistically be achieved, for example where staining, wear, damage or discolouration existed before cleaning and cannot be fully removed by professional methods.

Offering an appropriate goodwill gesture where we consider it reasonable to do so.

Explaining why we believe the service was carried out with reasonable care and skill, if that is the conclusion of our investigation.

Our goal is always to act fairly and to restore confidence in our services wherever possible.

Matters outside our control

While we take responsibility for the quality of our cleaning work, some outcomes are outside our control. For example, we are not liable for issues that arise from pre-existing damage, wear, fading, loose seams, unstable dyes, prior DIY stain treatments, or defects in carpets, rugs or upholstery that become apparent only after professional cleaning. We will always seek to explain these limitations and, where possible, highlight such risks before or during the work.

Respectful communication

We ask that all complaints are raised in a respectful manner. Our staff will always treat you courteously, and we expect the same in return. Abusive, threatening or discriminatory behaviour towards any member of our team will not be tolerated and may result in us withdrawing services.

Continuous improvement

Every complaint and piece of feedback helps us to improve the way we deliver carpet and upholstery cleaning across our service area. We regularly review complaints to identify recurring issues, update our training and refine our processes. By following this procedure, you help us maintain high standards and ensure that future customers benefit from a consistently professional service.