Bromley Carpet Cleaning Complaints Procedure

This Complaints Procedure explains how customers of Bromley Carpet Cleaning can raise a concern about our services and how we will respond. We aim to provide professional carpet, upholstery and related cleaning services, and we take all feedback, including complaints, seriously as part of our commitment to continuous improvement.

Our commitment to resolving complaints

We understand that, on occasion, our service may not meet your expectations. When this happens, we are committed to:

Listening carefully to your concerns

Recording the details accurately

Investigating the matter fairly and promptly

Putting things right where we have made a mistake

Learning from the outcome to improve our services for all customers in the local area we serve

What counts as a complaint

A complaint is any expression of dissatisfaction about our cleaning services, staff conduct, pricing clarity, or communication, where you would like a response or resolution. Examples include:

Concerns about the quality or results of a cleaning visit

Damage or suspected damage to property during a job

Missed or significantly delayed appointments

Unclear or incorrect information about pricing or services

Unprofessional behaviour by a member of our team

Issues with follow-up, guarantees or aftercare

General feedback that does not require a response is always welcome, but it will not usually be treated as a formal complaint unless you clearly request this.

How to make a complaint

You can raise a complaint in a way that is convenient for you. When submitting your complaint, please provide as much detail as possible, including:

Your full name and the address where the service was carried out

The date and approximate time of the cleaning visit

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

Any steps already taken to try to resolve the issue informally with our team

Your preferred outcome, where applicable, such as a re-clean, partial refund or explanation

We encourage customers to raise concerns as soon as possible after the service so that we can investigate effectively and resolve matters quickly.

Initial resolution with the attending cleaner

In many cases, issues can be resolved immediately or shortly after the visit by speaking with the cleaner who attended your property or the team member who arranged the booking. If you are not satisfied with the explanation or proposed solution at this stage, or if you prefer not to discuss the matter directly with the cleaner, you can ask for your complaint to be escalated and handled as a formal complaint.

Formal complaints process

Once a complaint has been received as a formal complaint, the following steps will normally apply.

Acknowledgement

We will acknowledge your complaint as soon as reasonably possible. In our acknowledgement, we will confirm that we have received your complaint, outline the next steps and provide an estimated timeframe for our full response.

Investigation

A manager or senior member of the Bromley Carpet Cleaning team will review your complaint. This may include:

Checking booking records, notes and job reports

Reviewing any photographs or evidence provided by you or our staff

Speaking with the cleaner or team members involved

Requesting further information or clarification from you if required

We aim to conduct all investigations impartially and with an open mind, giving fair consideration to both customer feedback and staff accounts.

Response times

We aim to provide a full response to most complaints within ten working days of acknowledgement. Where a complaint is complex or requires additional time, we will inform you of the delay, explain the reasons and provide an updated timeframe.

Outcome and resolution

After our investigation, we will send you a clear written response setting out:

Our understanding of your complaint

The steps taken during our investigation

Our decision and the reasons for it

Any proposed resolution or remedy

Possible outcomes may include, where appropriate:

A sincere apology and explanation

A re-clean of the affected areas

A partial or full refund, where justified by the circumstances

Updated training or guidance for staff members

Changes to our internal processes to help prevent similar issues in future

If you are not satisfied with our response

If you feel that your complaint has not been fully addressed, you may ask for a further review. In this case, your complaint and our handling of it will be reconsidered by a different senior member of the team, where possible. We will then provide a final response, confirming whether our original decision is upheld or amended, along with any further explanation.

Time limits for complaints

To help us investigate effectively, we ask that complaints about completed cleaning work are raised within a reasonable time, ideally within fourteen days of the service date. We may be unable to fully investigate or accept responsibility for issues reported significantly later, particularly where circumstances may have changed or further work has been carried out by others.

Our responsibilities as a local cleaning provider

Bromley Carpet Cleaning aims to operate responsibly and transparently within the local communities we serve. We use your complaints and feedback to review our training, supervision, quality control checks and communication methods. This procedure is reviewed regularly to ensure it remains clear, accessible and effective for customers in our service area.

Confidentiality and data protection

All complaints will be handled in line with our data protection responsibilities. Information you provide will be used only for the purpose of handling your complaint, improving our services and meeting any legal or regulatory requirements. Your details will not be shared outside Bromley Carpet Cleaning except where required by law or with your explicit consent.

Updates to this Complaints Procedure

We may update this Complaints Procedure from time to time to reflect changes in our operations, legal requirements or best practice in customer care. The most recent version will always apply to complaints raised after the date of its publication.

We value every customer and are committed to resolving any concerns fairly, promptly and professionally.