St Giles Carpet Cleaners Complaints Procedure
St Giles Carpet Cleaners is committed to providing reliable, high quality carpet, upholstery and floor cleaning services. We recognise that, on occasion, things may not go as planned. When this happens, we want to hear from you so that we can put matters right, learn from the experience, and continue to improve our services for customers throughout our service area.
Purpose of this complaints procedure
This complaints procedure explains how you can tell us if you are dissatisfied with any aspect of our service, what information we need from you, how we will handle your complaint, and the timescales you can normally expect. It applies to all customers of St Giles Carpet Cleaners, whether you have used us for a one-off visit or regular cleaning work.
What we define as a complaint
A complaint is any expression of dissatisfaction about our services, whether justified or not, that needs a response. This may include concerns about the standard of cleaning, conduct of staff, punctuality, damage to property, invoicing or payment issues, or the way you were treated when booking or discussing your service.
We also welcome feedback and suggestions that are not complaints. If you simply wish to make a comment or suggestion, we will log this as feedback and use it to improve our carpet cleaning and related services.
How to make a complaint
You can make a complaint in writing or verbally, whichever you prefer. We encourage you to raise your concern as soon as possible after the issue arises, ideally within a few days of the service visit. The sooner we are aware of a problem, the quicker and more effectively we can address it.
When making a complaint, please provide the following information so that we can investigate properly:
1. Your full name and the address where the cleaning took place.
2. The date and approximate time of the service.
3. A clear description of what went wrong or why you are dissatisfied.
4. Any relevant photographs or supporting information, such as notes taken at the time.
5. What outcome you are seeking, for example a re-clean of an area, an explanation, or a review of charges.
If you raise a concern directly with the cleaning technician on the day of service, they will do their best to resolve the matter immediately. If it cannot be resolved on the spot, or if you prefer to speak to the office, the issue will be logged as a formal complaint and managed under this procedure.
Our complaints handling stages
Stage 1: Initial review and acknowledgement
Once we receive your complaint, we will record it in our internal complaints log. We aim to acknowledge your complaint within three working days. The acknowledgement will confirm that we have received your concerns and explain the next steps and expected timescales.
Stage 2: Investigation
Your complaint will be assigned to an appropriate member of our management team who is independent of the original service visit where possible. The investigation may include:
1. Reviewing your booking details and job notes.
2. Speaking with the cleaning technician or team who attended your property.
3. Reviewing photographs, inspection reports, or any other relevant records.
4. Where necessary, arranging a follow-up visit to your property to inspect the areas of concern.
We aim to complete our investigation and provide a full response within ten working days of acknowledging your complaint. If the matter is particularly complex or requires additional checks, we will let you know and provide an updated timeframe.
Stage 3: Response and proposed resolution
When the investigation is complete, we will contact you with our findings. Our response will explain:
1. What we have understood your complaint to be about.
2. What we have done to investigate the matter.
3. Our conclusions based on the evidence available.
4. Any steps we propose to remedy or improve the situation.
Depending on the nature of the complaint, possible outcomes may include a re-clean of certain areas, a partial refund, a goodwill gesture, staff training or process changes, or an explanation where we do not uphold the complaint. We will always aim for a fair and reasonable resolution.
If you remain dissatisfied
If you are not satisfied with the outcome at Stage 3, you can request that your complaint is reviewed by a senior manager. To do this, please clearly explain why you disagree with the initial outcome and highlight any information you feel has not been properly considered.
The senior manager will review the original investigation, consider any additional information you provide, and may contact you for further clarification. We aim to complete this review and respond within ten working days. This response will be our final position under this internal complaints procedure.
Time limits for making a complaint
We ask that complaints relating to cleaning quality are raised within seven days of the service date. Issues reported after this period may be more difficult to verify, especially where carpets or upholstery have been used or cleaned again. However, we will always consider individual circumstances and will review later complaints where evidence is still available.
How we use complaints to improve our services
Every complaint is recorded and monitored by St Giles Carpet Cleaners. We review complaint trends regularly to identify patterns, such as recurring issues with particular methods, materials, or processes. Where necessary we update our training, supervision, equipment or quality checks to prevent similar issues arising again.
We operate across a varied service area with different property types and floor coverings, and complaints help us understand how our methods perform in real homes and businesses. Your feedback is therefore an important part of maintaining and improving the quality and reliability of our carpet and upholstery cleaning services.
Fair treatment and confidentiality
We treat all complaints seriously and respectfully. Making a complaint will not affect your right to use our services in the future, and we will not treat you less favourably as a result. Any personal information you provide to us in connection with a complaint will be handled in line with our data protection obligations and used only for managing and reviewing your complaint and improving our services.
Updates to this complaints procedure
St Giles Carpet Cleaners may update this complaints procedure from time to time to reflect changes in our services or in relevant regulations and industry standards. The version available from us at the time you raise your complaint will apply to the handling of that complaint.
We are committed to resolving problems promptly and fairly and to using every complaint as an opportunity to improve the way we deliver professional cleaning services to our customers.