Complaints Procedure for Canary Wharf Carpet Cleaners

Canary Wharf Carpet Cleaners is committed to providing a reliable, professional and courteous cleaning service to all customers. We recognise that, on occasion, things may not go exactly as planned. This Complaints Procedure sets out how you can raise a concern, how we will handle it, and what you can expect from us at every stage of the process.

Our Commitment to You

We aim to resolve all complaints promptly, fairly and consistently. Every concern raised is taken seriously and used as an opportunity to review and improve our carpet, upholstery and hard floor cleaning services in our regular service areas.

We will always aim to:

Listen carefully to your concerns and understand the issue from your perspective.
Acknowledge your complaint within a reasonable timeframe.
Investigate the matter thoroughly and impartially.
Provide a clear, written outcome and explanation of our findings.
Offer appropriate solutions, where we are at fault, to put matters right as quickly as possible.

What Is a Complaint

A complaint is any expression of dissatisfaction about our cleaning services, our staff, our conduct on your premises, our pricing clarity, or how we have handled a previous concern. You may complain if you feel that:

The standard of cleaning did not meet what was agreed or reasonably expected.
Our technicians did not act in a professional, polite and respectful manner.
There was damage to property which you believe was caused by our work.
Appointments, arrival times or access arrangements were not respected.
Communication with our office or field staff was unsatisfactory.
We did not follow through on a previously agreed resolution.

How to Make a Complaint

You can raise a complaint in writing or verbally. Written complaints are encouraged wherever possible, as they allow us to keep a clear and accurate record of what has happened and what you are seeking as a resolution.

When making a complaint, please provide the following information where possible:

Your full name and the address where the cleaning service was carried out.
The date and approximate time of the appointment.
A clear description of what went wrong and when the issue occurred.
Any relevant supporting information, such as photographs or notes about conversations with our staff.
Details of how you would like us to resolve the problem, where you have a preferred outcome.

Stage One: Initial Resolution with Our Team

Your first point of contact should be our office or the representative who arranged your cleaning service. Many issues can be resolved quickly by clarifying what happened and arranging a prompt remedy, such as a re-clean of an affected area, a quality inspection, or another practical solution.

At this stage we will:

Listen carefully and note all details of your concern.
Ask any necessary questions to understand the facts.
Check the relevant booking records, notes and technician reports.
Seek to resolve the issue immediately where this is possible.

If we are unable to resolve your complaint during this initial contact, or if you remain dissatisfied, you may ask that your complaint be escalated and reviewed at the next stage.

Stage Two: Formal Complaint Review

Where an issue cannot be resolved informally, it will be treated as a formal complaint. At this stage, your complaint will be reviewed by a senior member of our team who was not directly involved in the original service.

During the formal review we will:

Acknowledge receipt of your complaint within a reasonable period.
Confirm our understanding of your concerns and what outcome you are seeking.
Examine all relevant records, booking information and technician notes.
Where appropriate, speak with the cleaning operatives or supervisors who attended your property.
Consider any evidence you have provided, such as photographs or written comments.

Once the review is complete, we will provide a written response. This will explain our findings, any factors we have taken into account, and the decision we have reached. Where we consider that we are at fault, we will propose appropriate remedial action. This may include, for example, a re-clean, a partial refund, or another practical remedy depending on the circumstances.

Timeframes for Handling Complaints

We aim to acknowledge all formal complaints in a timely manner. The time taken to provide a full response will depend on the complexity of the matter, the availability of information and any need to inspect work carried out.

Where we anticipate that an investigation may take longer than usual, we will keep you informed of progress and provide an estimated timescale for our final reply.

Our Approach to Fairness and Confidentiality

All complaints are handled in a fair, respectful and non-discriminatory manner. We will not treat you less favourably because you have raised a concern about our carpet or upholstery cleaning work.

Your information will be handled sensitively and used only for the purposes of investigating and responding to your complaint, and for improving our services. We may retain records relating to your complaint for a reasonable period in line with our data management practices and applicable regulations.

Remedies and Follow-Up

Where our investigation upholds your complaint, we will discuss appropriate remedies with you. Our aim is to restore your confidence in our services and, where possible, to correct any shortcomings promptly.

Remedies may include, depending on the circumstances:

Arranging a re-clean of specific areas.
Offering a partial or full refund for the affected service.
Providing an alternative agreed solution that is fair and proportionate.

We also review complaint outcomes regularly to identify any patterns, training needs or process improvements that could help us prevent similar issues from arising in future.

When You Remain Dissatisfied

If, after we have completed our formal review, you remain dissatisfied with the outcome, you may request a further internal review. In this case, another senior member of our management team will look again at the complaint, the investigation, and the response already provided.

We will advise you of the result of this further review and confirm our final position. While this will usually conclude our internal process, we remain open to discussing reasonable, practical steps that can help to maintain a constructive relationship wherever possible.

Continuous Improvement

We value feedback from customers across our service area, including positive comments, suggestions and complaints. Every concern helps us improve staff training, cleaning methods, appointment planning and customer communications.

By following this Complaints Procedure, Canary Wharf Carpet Cleaners aims to ensure that every issue is dealt with transparently, consistently and with genuine attention to your experience as our customer.