Whitton Carpet Cleaners Complaints Procedure

Whitton Carpet Cleaners is committed to delivering reliable and professional cleaning services for homes and businesses in our local area. We aim to provide a smooth, positive experience on every visit, but we recognise that on occasion you may feel that something has not gone as expected. This complaints procedure explains how you can raise a concern, how we will respond, and what you can expect from us at each stage.

Our Commitment to You

We treat all complaints seriously and use them as an opportunity to put things right and improve our services. When you raise a complaint with Whitton Carpet Cleaners, you can expect us to handle it fairly, promptly and respectfully. We will always do our best to reach a resolution that is reasonable, transparent and clearly explained.

We aim to:

Listen carefully to your concerns about any carpet, upholstery or hard floor cleaning service we have provided.

Respond within reasonable timeframes at each stage of the process.

Keep you informed about what is happening and what we are doing to investigate.

Take appropriate action to resolve your complaint wherever possible.

What This Complaints Procedure Covers

This procedure applies to complaints about cleaning services that Whitton Carpet Cleaners has carried out at domestic or commercial properties, including but not limited to:

Carpet and rug cleaning.

Upholstery and soft furnishing cleaning.

Stain removal and treatment services.

End of tenancy and move-in or move-out cleaning where it includes our carpet cleaning services.

You can use this procedure to raise concerns about the quality of work, the conduct of our staff, damage you believe occurred during our visit, missed bookings or communication issues related to our service.

How to Make a Complaint

We encourage you to raise any concerns as soon as you become aware of a problem. The sooner you contact us, the easier it is for us to investigate and resolve the matter.

You can make a complaint by contacting our office team and providing the following information:

Your full name and, if relevant, the name of any business or landlord associated with the booking.

The address where the service was carried out.

The date of the cleaning service and, if possible, the approximate time.

A clear description of what went wrong or why you are dissatisfied.

Any photos or notes that help explain the issue, particularly where you believe damage has occurred or areas have been missed.

Please tell us how you would ideally like the matter to be resolved, for example a revisit, further cleaning, or a review of charges. While we cannot guarantee that every requested outcome will be possible, understanding your expectations helps us look for a fair solution.

Stage One: Initial Review and Response

Once we receive your complaint, we will log it and assign it to a member of our team for review. We will normally acknowledge your complaint within a reasonable period of time, confirming that we have received it and explaining the next steps.

At this stage, we may contact you to ask for more details or supporting information. We may also speak to the cleaner or team who attended your property, review job notes and, where relevant, look at any photographs taken before or after the work.

After this initial review, we will provide you with a response that explains our understanding of the issue, any immediate findings and, where appropriate, an offer of resolution. This may include:

Arranging a follow-up visit to inspect the work or carry out additional cleaning.

Offering advice on realistic expectations for certain stains, fibres or furnishings.

Part or full adjustment of an invoice where we agree that the service did not meet our usual standards.

Explaining why we believe the work was carried out as agreed and what limitations were present.

Stage Two: Further Investigation and Escalation

If you are not satisfied with the initial outcome, you may ask for your complaint to be escalated for further review. When you request escalation, please explain why you remain unhappy and what outcome you are seeking.

At this stage, a senior member of our team will usually review your complaint in more detail. This may include:

Reassessing all information and evidence already collected.

Requesting additional photographs or information from you, where helpful.

Carrying out a further site visit, subject to mutual availability and access.

Reviewing any relevant internal policies, staff training and job records.

After completing the further investigation, we will provide you with a written or verbal response setting out:

The steps we have taken to review your complaint.

Our conclusions and the reasons behind them.

Any offer of remedial work, goodwill gesture or other form of resolution that we consider appropriate.

We aim to complete this stage as promptly as possible, but the time required may vary depending on the complexity of the case and availability for site visits.

Limitations and Fair Use of the Procedure

Carpet and upholstery cleaning has natural limitations, especially where fibres are delicate, items are heavily soiled, or stains have been present for a long time. Some staining, wear or damage may be permanent and cannot be fully reversed by cleaning. We will always seek to set realistic expectations before and during the job.

We may not be able to uphold a complaint where:

The outcome you expected was clearly explained as unlikely or impossible prior to or during the service.

Damage or deterioration is due to age, previous cleaning attempts, or pre-existing wear that becomes more visible after cleaning.

We are notified of an issue a significant time after the cleaning, making it unreasonable to investigate the cause.

However, even where a complaint is not upheld, we will explain our reasoning clearly.

Using Feedback to Improve Our Services

Every complaint and piece of feedback from our customers is reviewed so that we can refine our working methods, staff training and customer service processes. This includes looking for patterns that might indicate where additional guidance or quality checks are needed.

By raising a concern with Whitton Carpet Cleaners, you are helping us maintain and improve the standard of cleaning services we provide across our service area. We appreciate the time you take to share your experience and will always approach your complaint with professionalism and care.

Review of This Complaints Procedure

We review this complaints procedure periodically to ensure it remains clear, fair and in line with our operating practices. Any changes will apply to new complaints from the date the procedure is updated.

If you have any questions about this complaints procedure, or you are unsure whether your concern falls within its scope, please contact our office team who will be happy to provide guidance.