Bayswater Carpet Cleaning Complaints Procedure

Bayswater Carpet Cleaning is committed to providing reliable, high quality carpet, rug, upholstery and floor cleaning services. We recognise that, on occasion, things may not go as planned. This Complaints Procedure explains how you can raise a concern about our service, how we will respond, and what you can expect from us at each stage of the process.

Our Commitment To You

We aim to resolve all complaints fairly, professionally and as quickly as possible. We use all feedback to improve our services across our operating area, including domestic and commercial properties, end of tenancy cleans, and regular maintenance cleaning. Every complaint is taken seriously, fully investigated and recorded.

What Is A Complaint

A complaint is any expression of dissatisfaction about our services or conduct, whether justified or not. This may relate to the quality of the cleaning, punctuality, behaviour of our cleaning technicians, the condition in which your property was left, pricing and invoicing, or the way in which a previous concern was handled.

How To Make A Complaint

You can raise a complaint through the following methods:

In writing: Provide your full name, address of the property where the service took place, the date of the service, and a clear description of the issue. Include any relevant photographs or supporting information if available.

By telephone: Provide the same information verbally so that we can log your complaint accurately. We may make written notes during the call to record the details you provide.

In person: If a team member is on site at your property, you may raise an issue directly. They will record the details and pass them to our office for review. For more complex issues, we may still ask you to follow up in writing.

Information We Need From You

To help us investigate and resolve your complaint efficiently, please provide:

Your full name and contact details.

The address where the cleaning service was carried out.

The date and approximate time of the service.

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

Any photographs, notes, or other evidence that supports your concerns.

Details of any discussions already held with our cleaning technicians or office team.

Time Limits For Raising A Complaint

We ask that you raise any concerns as soon as reasonably possible, ideally within 48 hours of the cleaning service. This allows us to investigate while the situation is still recent and to inspect any areas of concern. We will still consider complaints raised later, but it may be more difficult to gather accurate information and evidence.

How We Will Handle Your Complaint

Stage 1: Acknowledgement

Once we receive your complaint, we will acknowledge it within a reasonable timeframe. For written complaints, we will confirm that we have received your message and provide a reference or brief summary of the issue as we understand it.

Stage 2: Investigation

A member of our management team will review the details of your complaint. This may include speaking to the cleaning technicians who attended your property, reviewing service notes, and, where appropriate, arranging to revisit the property to inspect the areas of concern. During this stage we may contact you to request additional information or clarification.

Stage 3: Response

After our investigation, we will provide a written or verbal response explaining our findings, any conclusions we have reached, and the steps we propose to resolve the matter. We aim to complete this process within a reasonable period, depending on the complexity of the issue and our ability to access the property for inspection.

Possible Outcomes And Resolutions

Depending on the outcome of our investigation, we may offer one or more of the following:

A return visit to re-clean specific areas of carpet, upholstery, rugs or hard floors.

A partial or full adjustment to the service charge, where appropriate.

An explanation or apology where the service did not meet our usual standards.

Feedback and additional training for staff members involved.

Changes to our internal procedures to prevent similar issues in the future.

Each complaint is considered on its own facts and circumstances, and any resolution will be offered at our discretion and in line with our terms of service.

If You Are Not Satisfied With The Outcome

If you are unhappy with the way your complaint has been handled or with the proposed resolution, you may ask for a further review. Your complaint will then be reconsidered by a senior member of our team who was not directly involved in the original investigation. They will review all available information and may contact you to discuss the matter in more detail before providing a final response.

Confidentiality And Data Protection

All complaints are handled in confidence. Information you provide will be used only for the purposes of investigating and resolving your complaint, and for monitoring and improving our services. We will not share your personal information with third parties except where required by law or with your explicit consent.

Using Feedback To Improve Our Services

Bayswater Carpet Cleaning values all feedback from customers across our service area. Complaints help us identify where our carpet, upholstery and floor cleaning processes, equipment or staff training can be improved. We regularly review complaint records to spot patterns, take corrective action and maintain the quality and consistency of our cleaning services.

Updates To This Complaints Procedure

We may update this Complaints Procedure from time to time to reflect changes in our operations, industry standards or applicable regulations. The latest version will always apply to any complaint raised after the date of publication.

If you have any questions about this Complaints Procedure or would like guidance on how to raise a concern, please contact our office team who will be happy to assist.