Bermondsey Carpet Cleaning Complaints Procedure

At Bermondsey Carpet Cleaning, we aim to provide a consistent and reliable carpet, rug and upholstery cleaning service across our local service area. However, we recognise that there may be occasions when we do not meet your expectations. This Complaints Procedure explains how you can raise a concern, how we will handle it, and the steps we take to put things right wherever possible.

Our commitment to resolving complaints

We treat every complaint seriously and see it as an opportunity to improve our services. Our objectives when handling a complaint are to listen carefully, investigate fairly, respond promptly, and keep you informed throughout. We will never treat you less favourably for raising a concern about our cleaning services, staff, or contractors.

What this procedure covers

This Complaints Procedure applies to all domestic and commercial customers who use Bermondsey Carpet Cleaning for carpet, rug, upholstery, mattress, end of tenancy and general floor cleaning services. It covers complaints about the quality of cleaning, conduct or professionalism of our operatives, damage to property or belongings, missed or delayed appointments, and communication or administration issues linked to your booking.

This procedure does not cover matters that are being handled by an insurance provider, issues outside our reasonable control, or disputes that have already been fully investigated under this procedure and given a final response.

How to make a complaint

You can raise a complaint as soon as you notice a problem with any aspect of our service. To help us investigate, please provide your full name, the service address, the date and time of the appointment, a description of what went wrong, and any supporting details such as photographs or notes. Complaints can be made verbally to a member of our team or in writing. Written complaints are often helpful for more complex issues, particularly where you wish to include supporting information.

We recommend that you raise your complaint as soon as reasonably possible and within a short time of the cleaning visit, especially where you believe there has been damage or an unsatisfactory outcome. Prompt contact allows us to assess the condition of carpets, rugs, upholstery or flooring while evidence is still clear.

Stage 1: Initial review and acknowledgement

Once we receive your complaint, we will record the details in our internal system. Where possible, we will try to resolve straightforward issues immediately. If we cannot do so, we will acknowledge your complaint and explain that it is being reviewed. During this first stage, we may contact you to request additional information, such as further details about the area cleaned, the type of material involved, any pre-existing marks or damage, or aftercare steps taken.

We aim to complete the initial review within a reasonable timeframe. If there is likely to be a delay due to staff availability, seasonality or the need to speak with cleaning operatives, we will explain this to you.

Stage 2: Investigation of your complaint

For more complex concerns, we will carry out a fuller investigation. This may involve speaking to the cleaning technician who attended your property, reviewing job notes, checking product and equipment use, and assessing before and after photos where available. In some cases, we may request a follow-up visit to inspect the area or items in person, particularly for carpet, rug and upholstery issues where the condition and fibre type are relevant.

We will handle the investigation impartially and consider both your description of events and the information recorded by our team. Where technical cleaning issues are involved, we may seek guidance on recommended processes for specific materials, stains, or manufacturer instructions.

Stage 3: Response and proposed resolution

After completing our investigation, we will provide a clear response setting out our understanding of what happened, whether we believe the complaint is upheld in full or in part, and what we propose as a resolution. Possible outcomes may include an explanation and guidance, a re-clean of some or all of the affected areas, a partial or full refund where appropriate, or other practical steps to help address the issue.

Where we do not uphold a complaint, we will explain our reasons and provide any evidence or information we have relied upon. We will always aim to be open about what we can and cannot reasonably take responsibility for, especially where factors such as existing wear, permanent staining, or material limitations affect the final result.

If you remain dissatisfied

If you are not satisfied with our response or proposed resolution, you may ask for your complaint to be reviewed again. In this case, we will arrange for a different senior member of the team to look at the details afresh where possible. They will consider whether the complaint has been handled fairly and whether the outcome is reasonable in light of the evidence available.

Once this review has been completed, we will provide you with a final response. At this stage, if you still disagree with our decision, you are free to seek independent advice or pursue any external options that may be available to you.

Time limits and evidence

We ask customers to raise complaints within a reasonable period after the cleaning service has taken place, particularly where physical evidence is an important factor. Carpets, upholstery and soft furnishings can continue to dry and change appearance, and additional use may affect their condition. Prompt reporting helps ensure that any inspection or re-clean is meaningful and that we can clearly assess the situation.

We also ask you to preserve any evidence that may support your complaint, such as photographs taken soon after the service. Where you allege damage, do not dispose of affected items before we have had the chance to review or inspect them, unless there is a health or safety reason to do so.

Fair treatment of staff and customers

We are committed to treating both customers and staff with respect. We understand that problems with cleaning results or damage can be frustrating, and we will always listen carefully. In return, we expect communication to remain polite and free from abusive or threatening language. If a conversation becomes abusive, we may end the call or correspondence while still continuing to handle the complaint itself in a fair and objective manner.

Continuous improvement

We regularly review complaints and feedback to identify patterns, training needs, or changes we can make to our cleaning processes, products or communication. This helps us maintain high standards for our carpet and upholstery cleaning services and supports a better experience for customers across our service area.

By following this Complaints Procedure, Bermondsey Carpet Cleaning aims to ensure that any issues are dealt with fairly, transparently and promptly, with a focus on practical solutions and ongoing improvement.