Complaints Procedure for Brent Carpet Cleaners

Brent Carpet Cleaners is committed to providing a high standard of carpet, rug, and upholstery cleaning services for homes and businesses. We recognise that, on occasion, customers may feel that our service has not met their expectations. This complaints procedure explains how you can raise any concerns with us, how we will respond, and the steps we will take to resolve matters fairly and efficiently.

1. Our commitment to resolving complaints

We take all complaints seriously. When you contact us to raise a concern, we aim to:

Listen carefully to your experience and understand what has gone wrong from your point of view.

Investigate the matter thoroughly, including reviewing work carried out and speaking with any team members involved.

Provide a clear, honest response within reasonable timescales.

Where appropriate, offer a practical resolution such as re-cleaning, partial refund, or other corrective measures, in line with our terms and conditions.

Use your feedback to improve our services and staff training.

2. How to raise a complaint

If you are unhappy with any aspect of our cleaning service, we encourage you to let us know as soon as possible so that we can put things right promptly. You can raise a complaint by contacting our customer service team using your preferred method of communication, such as written correspondence or a call to our office during normal business hours.

When submitting a complaint, please provide the following information to help us investigate:

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

The date and approximate time the work took place.

A clear description of the issue, including the rooms, items, or areas affected.

Any relevant details, such as the name of the cleaning operative if known, and any previous communication with our team about the issue.

Supporting evidence such as photographs of the area of concern can be very helpful when assessing what has gone wrong and the most suitable resolution.

3. Time limits for reporting issues

To give us the best chance to address your concerns, please report any problems as soon as possible after the service has been completed. Many issues, such as missed spots or areas that need additional attention, are easier to assess and remedy when raised within a short period following the clean.

Where possible, we ask that complaints relating to the quality of cleaning be raised within 48 hours of the service. Complaints raised later than this will still be considered, but it may be more difficult for us to verify the condition of carpets, upholstery, and other surfaces after further use.

4. Acknowledgement of your complaint

Once we receive your complaint, we will acknowledge it as soon as reasonably possible. In this acknowledgement we will confirm that your complaint has been logged, advise if we require any further information from you, and outline the next steps in the process.

We aim to keep communication clear and straightforward. You will be informed of who is handling your complaint and how you can contact them if you have any questions during the investigation.

5. Investigation and assessment

The person responsible for handling your complaint will review all relevant information, which may include:

Details you have provided about the work carried out.

Any photographs or supporting evidence you have sent.

Our booking records, job sheets, and notes from the cleaning operative.

Our service standards, terms and conditions, and any guarantees that apply.

Where appropriate, we may arrange to revisit the property to inspect the areas of concern. Any such visit will be agreed with you in advance at a mutually convenient time. The purpose of the inspection is to understand whether the issue relates to workmanship, pre-existing conditions, or factors outside our control, and to assess the most appropriate remedy.

6. Our response and proposed resolution

Following our investigation, we will provide you with a clear response setting out our findings and any proposed resolution. Where we accept that our service has fallen below the expected standard, we will aim to offer a fair remedy, which may include:

Returning to re-clean specific areas of carpet, rugs, or upholstery.

Offering a partial or full refund where a re-clean is not suitable or agreed.

Providing an alternative solution that is appropriate to the circumstances.

Any resolution will be made in accordance with our service terms and conditions and within the boundaries of what is reasonable and proportionate for the work originally carried out.

7. If you remain dissatisfied

If you are not satisfied with the outcome of your complaint or with the way it has been handled, you may request that your complaint be reviewed by a more senior member of our team. They will re-examine the details, consider any additional information you wish to provide, and issue a final response.

While we cannot guarantee that every decision will meet all expectations, we are committed to treating every complaint fairly, explaining our reasoning, and doing what we reasonably can to maintain good customer relationships.

8. Training and continuous improvement

Complaints and customer feedback are a valuable source of information about how we can improve our carpet and upholstery cleaning services. We regularly review complaints data to identify any recurring issues, patterns, or training needs.

Where appropriate, we use this information to:

Update our cleaning methods and procedures.

Provide additional staff training on customer care and technical skills.

Improve our booking processes, job instructions, and quality checks.

Our aim is not only to resolve individual complaints but also to reduce the likelihood of similar issues occurring in the future.

9. Policy review

This complaints procedure is reviewed periodically to ensure it remains clear, effective, and in line with our commitment to high service standards. We may update the procedure from time to time to reflect changes in our operations or in relevant guidance. Any updated version will apply to complaints raised after the date of publication.

By using the services of Brent Carpet Cleaners, you can be confident that if something does go wrong, there is a straightforward process in place to raise your concerns and have them dealt with professionally and respectfully.