Marylebone Carpet Cleaning Complaints Procedure

This Complaints Procedure explains how customers can raise concerns about the services provided by Marylebone Carpet Cleaning and how those concerns will be handled. Our aim is to resolve any issues promptly, fairly and in a way that maintains confidence in our carpet and upholstery cleaning services.

Our Commitment to Customers

Marylebone Carpet Cleaning is committed to providing reliable, professional and courteous cleaning services in homes and businesses. If you are unhappy with any aspect of our work, we encourage you to let us know as soon as possible so that we can put things right. Every complaint is taken seriously and is used as an opportunity to improve our service.

What This Procedure Covers

This Complaints Procedure applies to all services provided by Marylebone Carpet Cleaning, including carpet cleaning, rug cleaning, upholstery cleaning, stain removal and related cleaning work. It covers complaints about service quality, staff conduct, appointment issues, communication, billing and any other aspect of our work.

This procedure does not cover matters relating to third party services or issues outside our control, such as damage caused by pre-existing conditions, manufacturer defects, or limitations of certain fabrics and materials. However, we will always explain clearly what is and is not achievable before starting any cleaning job.

Making an Informal Complaint

Many issues can be resolved quickly and informally. If you have a concern during or immediately after a visit, please raise it with the cleaning technician or the member of staff you are dealing with. Where possible, we will try to resolve the matter on the spot by re-cleaning an area, explaining what has been done or agreeing a practical solution.

If the issue cannot be resolved at the time of service, or you feel uncomfortable raising it directly with the technician, you can move straight to the formal complaint stage set out below.

Making a Formal Complaint

If you wish to make a formal complaint to Marylebone Carpet Cleaning, please provide the following information so that we can investigate properly:

The date and approximate time of the service, the address where the work took place, a clear description of the issue or concern, any relevant photographs or evidence of the problem, and what outcome you are seeking where this is known.

You should raise your complaint as soon as reasonably possible after the event, and ideally within 14 days of the service. Complaints raised later than this will still be considered, but it may be more difficult to investigate fully.

Acknowledging Your Complaint

Once we receive your formal complaint, we will acknowledge it within a reasonable time frame. In most cases, this will be within three working days. The acknowledgement will confirm that we have received your complaint and explain the next steps in the investigation process.

How We Investigate Complaints

An appropriate member of our team will review your complaint in detail. This may include checking appointment records and cleaning notes, discussing the matter with the technician or staff involved, reviewing any photos, videos or other evidence provided, and where necessary, arranging a follow-up visit to inspect the work or the affected area.

Our investigation will be conducted impartially and with an open mind. We may contact you for further information, clarification or supporting evidence if needed. During this time, we ask that you do not attempt your own repairs or additional cleaning that could affect our ability to assess the situation.

Response Times and Outcomes

We aim to provide a full written or verbal response to your complaint within ten working days of acknowledgement. If the matter is complex or requires further investigation, we will let you know and provide an estimated timescale for a final response.

Possible outcomes of a complaint investigation may include an explanation of what happened and why, a practical solution such as re-cleaning the affected area, reasonable repair or remedial work where appropriate, a partial or full refund where this is justified, or confirmation that no further action can reasonably be taken and the reasons for that decision.

Any remedy offered will be based on the evidence available, the nature of the issue and the terms agreed before the work was carried out.

If You Are Still Unhappy

If you are not satisfied with the outcome of your complaint, you may request that it is reviewed by a more senior member of the Marylebone Carpet Cleaning team. You should explain why you disagree with the initial decision and provide any additional information you believe is relevant.

The review will focus on whether the original investigation was fair, whether the decision reached was reasonable and whether the Complaints Procedure was followed correctly. Following this review, we will issue a final response explaining our position.

Customer Responsibilities

To help us deal with your complaint effectively, we ask that you provide accurate and complete information about the service and the issue, cooperate with any reasonable requests for access, evidence or clarification, treat our staff with courtesy and respect throughout the process, and raise your concerns in a timely way.

Abusive, threatening or unreasonable behaviour may result in the suspension of communication until it is safe and appropriate to continue.

Confidentiality and Data Protection

All complaints are handled in confidence and in accordance with applicable data protection requirements. Information will only be shared with those who need it to investigate and resolve the complaint or where we are legally required to do so. We may keep a record of complaints to monitor service quality and improve our carpet and upholstery cleaning processes.

Continuous Improvement

Marylebone Carpet Cleaning uses feedback and complaints to identify patterns, training needs and opportunities to enhance our services. By letting us know when something has gone wrong, you are helping us improve the experience for all customers within our service area.

This Complaints Procedure is reviewed regularly to ensure it remains clear, fair and effective. We reserve the right to update it from time to time to reflect changes in our services, legal requirements or best practice in customer care.