Complaints Procedure for Enfield Carpet Cleaners

Enfield Carpet Cleaners is committed to providing 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 handle it, and what you can expect from us at each stage.

Our Commitment to You

We aim to deliver a fair, transparent and timely response to all complaints relating to our cleaning services. Every complaint is an opportunity for us to review our work, put things right where necessary, and improve our standards across our service area.

We will always treat you with respect, listen carefully to your concerns and keep you informed throughout the process. We aim to resolve most issues informally and as quickly as possible, but we also provide a clear formal process if you are not satisfied with the initial response.

Scope of This Complaints Procedure

This procedure applies to complaints from residential and commercial customers about:

• The quality of cleaning services delivered, including carpet, rug and upholstery cleaning.
• The behaviour, conduct or professionalism of our operatives or office staff.
• Missed, delayed or cancelled appointments where you believe we have not acted reasonably.
• Health and safety concerns directly related to our work or products used during cleaning.
• Any aspect of our service that you feel has not been carried out with reasonable care and skill.

This procedure does not cover matters that are being handled by an insurance provider, legal representative or external dispute resolution scheme, although we will still co-operate with those processes where relevant.

Raising an Informal Concern

We encourage you to raise any concern as soon as possible, ideally on the same day the work has been carried out or as soon as you become aware of an issue. In many cases, issues can be resolved quickly by the operative on site or by our office team without the need for a formal complaint.

When you first contact us, please provide:

• Your full name and the property address where the cleaning took place.
• The date and approximate time of the service.
• A clear description of the issue and what you are unhappy about.
• Any relevant supporting details, such as affected areas, items or outcomes.

We will listen to your concerns, ask questions where needed, and propose a practical solution. This may include providing advice, arranging a revisit, or offering another appropriate resolution, subject to our terms and conditions.

Making a Formal Complaint

If you are not satisfied with how your informal concern has been handled, or if the matter is more serious, you may submit a formal complaint. Please clearly state that you wish your concern to be treated as a formal complaint so that it can be logged and handled under this procedure.

In your formal complaint, please include:

• Your full name and contact details.
• The address where the service was carried out.
• The date of the service and, if applicable, any reference number you have been given.
• A detailed description of the problem and any steps already taken to resolve it.
• The outcome you are seeking, if you have a preferred resolution.

How We Handle Your Complaint

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

1. Acknowledgement: We will acknowledge receipt of your complaint within a reasonable timeframe and confirm that it is being reviewed.
2. Investigation: A member of our management team will review the details of your complaint. This may include speaking to the operative who attended your property, checking job notes and schedules, and requesting further information or evidence from you if needed.
3. Assessment: We will assess whether our service met our usual standards and obligations. Where we identify that something has gone wrong, we will consider what steps are appropriate to put matters right.
4. Response: We will provide you with a clear written or verbal response setting out our findings, any offer of remedial action, and the reasons for our decision.

We aim to complete our investigation and provide a full response within a reasonable timescale, depending on the complexity of the issue. If we are unable to respond within that period, we will let you know and provide an updated timeframe.

Possible Outcomes and Remedies

Where we find that we have not met our usual standards or your reasonable expectations, possible remedies may include, subject to the circumstances and our terms and conditions:

• Offering to re-clean the affected areas within a reasonable timeframe.
• Providing practical advice or guidance on aftercare where this could resolve the issue.
• Offering a partial or full refund, where appropriate.
• Taking internal action, such as additional staff training or changes to our processes, to prevent similar issues in future.

All remedies are considered on a case-by-case basis. Our decision will be based on the evidence available, the nature of the issue, and the relevant terms agreed when the service was booked.

If You Are Not Satisfied With the Outcome

If you remain dissatisfied after receiving our formal response, you may request that your complaint is reviewed by a senior member of our team, who has not been directly involved in the original investigation where possible.

The senior reviewer will consider all the information available, including your comments on our initial response, and will provide a final decision. This final internal review normally concludes our complaints process.

Recording and Using Complaint Information

Enfield Carpet Cleaners records complaints and their outcomes so that we can monitor the quality of our services and identify areas for improvement. We may use anonymised information from complaints to review our training, methods, and customer care standards across our local service area.

All personal information provided to us in connection with a complaint is handled in line with our data protection principles and used only for the purpose of investigating and resolving the issue, or as required by law.

Review of This Procedure

This Complaints Procedure is reviewed periodically to ensure it remains clear, fair and effective. By setting out a transparent process, Enfield Carpet Cleaners aims to maintain the trust of our customers and continually improve the cleaning services we provide.