Merton Carpet Cleaning Complaints Procedure

At Merton Carpet Cleaning we are committed to providing a reliable, professional and considerate service across our carpet, upholstery and related cleaning work. We recognise that on occasion customers may feel dissatisfied with some aspect of the service received. This complaints procedure explains how you can raise a concern, how we will respond and the standards you can expect throughout the process.

Purpose of this Complaints Procedure

The purpose of this procedure is to provide a clear and fair process for handling complaints from domestic and commercial customers. It ensures that your concerns are taken seriously, investigated properly and used to improve our services. We aim to resolve all complaints as quickly as possible and to learn from any mistakes.

This procedure applies to all work carried out by Merton Carpet Cleaning, including carpet cleaning, upholstery cleaning, rug cleaning, stain removal and related services carried out at homes and business premises within our service areas.

What We Class as a Complaint

A complaint is any expression of dissatisfaction, whether spoken or written, about the standard of our work, the conduct of our operatives or the way in which a service has been delivered or managed. Examples may include:

Service quality issues, such as areas missed, unsatisfactory results, or work not completed as agreed. Conduct issues, including punctuality, behaviour, courtesy or respect for your property. Administration issues, such as bookings, scheduling, access arrangements or follow-up communication. Health and safety concerns related to the way work was carried out at your premises. Any other situation where you believe we have not met the standard of service you expected.

How to Make a Complaint

You can raise a complaint in writing or verbally. To help us investigate your concerns effectively, please provide as much detail as possible, including:

Your full name and the address where the service was carried out. The date of the cleaning visit and what type of service you booked. A clear description of what went wrong or what you are unhappy about. Any steps already taken to try to resolve the issue on the day. Any evidence that may help us understand the problem, such as photographs or notes.

We encourage customers to raise issues as soon as possible after the service, ideally within a reasonable time frame, so that we can fairly assess the situation and identify any remedial options.

Our Complaints Handling Stages

Stage one: initial acknowledgement. Once we receive your complaint, we will acknowledge it within a reasonable time. Where possible, we will try to resolve straightforward matters at this stage, particularly if the issue can be addressed quickly with clarification, advice, or a practical solution.

Stage two: investigation. If your complaint requires further review, it will be passed to a senior member of our team for investigation. They will examine the details of your complaint, any relevant records of the booking and visit, and where appropriate may contact you for further information. We may also consult the operative who attended your property to better understand what took place.

Stage three: response and outcome. Following the investigation, we will provide you with a clear response explaining:

Our understanding of your complaint. The findings of our investigation. Any factors that may have contributed to the issue. The outcome we are able to offer, such as a re-visit, partial remedy, explanation or other appropriate resolution.

We aim to conclude this stage within a reasonable and proportionate time, depending on the complexity of the complaint and the availability of any necessary information.

Possible Resolutions

Where a complaint is upheld in full or in part, we will consider appropriate and fair resolutions. These may include, where suitable:

Arranging a re-clean of specific areas or items that did not meet expected standards. Providing guidance on aftercare where the issue arises from product or fabric limitations. Offering an explanation and, where applicable, an apology for any inconvenience caused. Reviewing internal processes, training or guidance to reduce the risk of similar issues occurring again.

Any remedy will be assessed on a case-by-case basis, taking into account the nature of the complaint, the condition of the items being cleaned and the agreed scope of the original service.

Your Responsibilities as a Customer

To help us deliver a fair and efficient complaints process, we ask that customers:

Provide accurate and complete information when raising a complaint. Allow us reasonable access and opportunity to inspect or review the areas or items in question where this is practical. Communicate with our team courteously and constructively while the complaint is being investigated. Follow any reasonable instructions provided regarding safety, access or preparation for a re-visit.

In return, we will treat you with respect, listen to your concerns and handle your complaint objectively.

When We May Not Uphold a Complaint

While we always take complaints seriously, there may be circumstances where we cannot uphold a complaint. Examples include:

Issues arising from pre-existing damage, wear, staining or material limitations clearly explained in advance. Situations where recommended aftercare guidance has not been followed. Circumstances outside our control, such as delays caused by severe weather or access restrictions. Complaints made after a significant delay, where it is no longer possible to fairly assess what occurred.

In these cases we will explain our reasoning clearly, even if we are unable to offer the outcome you requested.

Continuous Improvement

Merton Carpet Cleaning uses the information gained from complaints to review and improve our services. We may use complaint data to identify training needs, refine our cleaning methods, adjust scheduling or communication processes and enhance our overall customer experience.

By raising a concern, you are helping us maintain and improve the quality of carpet and upholstery cleaning that we provide to households and businesses within our service areas.

Review of this Procedure

This complaints procedure is reviewed periodically to ensure it remains clear, fair and effective. Updates may be made to reflect changes in our services, customer expectations or relevant best practice. The current version of this procedure applies to all new and existing customers of Merton Carpet Cleaning.

If you have any questions about this complaints procedure, or if anything in it is unclear, you can contact us for clarification before or after booking a service.