Complaints Procedure for Barnes Carpet Cleaners
Barnes Carpet Cleaners is committed to providing professional, reliable and courteous cleaning services to every customer. We recognise that, on occasion, things may not go as planned. This Complaints Procedure explains how you can tell us if something has gone wrong, how we will respond, and what you can expect from us at each stage.
1. Purpose of this Complaints Procedure
The purpose of this procedure is to provide a clear and fair process for handling complaints about our carpet, upholstery and related cleaning services. It is designed to:
Ensure customers know how to raise a concern.
Make it easy for us to understand what has happened and put things right.
Help us improve our services and prevent similar issues in future.
This procedure applies to all customers who have used, or attempted to use, any service provided by Barnes Carpet Cleaners.
2. What We Class as a Complaint
A complaint is any expression of dissatisfaction about our services, whether you consider it minor or serious. This may include, for example:
Concerns about the quality or outcome of a clean.
Damage allegedly caused during a visit.
Missed or delayed appointments.
Conduct, attitude or behaviour of a member of our team.
Communication issues, such as unclear information or lack of updates.
Billing or pricing queries where you feel something is incorrect or unfair.
We encourage you to tell us about your concerns as soon as possible so that we have the best opportunity to resolve them quickly and fairly.
3. How to Make a Complaint
You can raise a complaint in writing or verbally, using any of our usual contact methods. When making a complaint, please provide as much detail as you can, including:
Your full name and, if applicable, the property address where the work took place.
The date of the service and the approximate time of the appointment.
A clear description of what went wrong or why you are unhappy.
Any relevant photographs or documentation you feel support your concerns.
What outcome you would like to see, where this is known.
If your complaint relates to the condition of carpets, upholstery or other items after cleaning, we ask that you contact us as soon as you notice the issue and avoid attempting any further treatment yourself. This helps us assess the situation accurately.
4. Our Initial Response
We aim to acknowledge all complaints promptly. Once your complaint is received, we will:
Confirm that we have received your complaint.
Record the details in our internal complaints log.
Advise who will be responsible for handling your complaint.
Where possible, we will attempt to resolve straightforward issues immediately. If your complaint requires further investigation, we will let you know and explain the next steps.
5. Investigation of Your Complaint
For complaints requiring investigation, we will carry out a fair and thorough review of the circumstances. This may include:
Reviewing booking details, job sheets and any notes made by our technicians.
Speaking with staff who attended the property or handled your enquiry.
Reviewing any photographs, messages or other information you have provided.
Where appropriate, arranging a visit to inspect the work or the area of concern.
Our aim is to understand exactly what has occurred, whether our standards have been met, and what we can do to put matters right where possible.
6. Timeframes for Resolution
We aim to provide a full response to most complaints within a reasonable timeframe, depending on the nature and complexity of the issue. If we are unable to give a final response within the expected period, we will contact you to explain the reason for the delay and when you can expect an update.
Some complaints, such as those involving alleged damage or complex technical issues with carpets or fabrics, may require additional time for inspection and assessment. In all cases, we will keep you informed of progress.
7. Our Decision and Possible Outcomes
Once we have completed our investigation, we will explain our findings and any actions we propose to take. Depending on the circumstances, possible outcomes may include:
A clear explanation or additional information about what happened and why.
A practical remedy, such as a re-clean of the affected area.
A partial or full refund, where appropriate.
Arranging, by agreement, for reasonable repair or replacement where damage is accepted as being our responsibility, subject to the terms and conditions of our service.
Confirmation that we do not believe the complaint is justified, with reasons.
We will always aim to be fair and proportionate, taking into account the evidence available and our obligations as a professional cleaning company.
8. If You Are Not Satisfied with the Outcome
If you are unhappy with our initial decision, you may ask for your complaint to be reviewed by a senior member of our team who was not directly involved in the original investigation. When requesting a review, please explain why you remain dissatisfied and what you believe would be a fair resolution.
The review will focus on whether the complaint was handled properly, whether all relevant information was considered, and whether the outcome was reasonable in the circumstances. After this review, we will provide you with a final response explaining our position.
9. Your Responsibilities When Making a Complaint
We ask that all customers:
Provide accurate and complete information about the issue.
Allow us reasonable access to the property to inspect any concerns related to our work.
Treat our team members with respect and courtesy at all times.
Refrain from using abusive, threatening or discriminatory language or behaviour. In such cases, we may end communications or take appropriate steps to protect our staff.
10. How We Use Complaints to Improve Our Service
Complaints are an important source of feedback and help us to continually improve our carpet and upholstery cleaning services. We regularly review our complaints log to identify patterns, training needs or changes required to our processes, equipment or customer communication.
By following this procedure and learning from any issues raised, we aim to maintain high standards of professionalism and customer care throughout our service area.
11. Updates to This Complaints Procedure
We may update this Complaints Procedure from time to time to reflect changes in our services, internal processes or legal requirements. The most current version will always apply to any complaint raised with Barnes Carpet Cleaners.
If you have any questions about this procedure, or are unsure how to raise a concern, you are welcome to contact us using our usual contact details and we will guide you through the process.
