Merton Carpet Cleaners Complaints Procedure

At Merton Carpet Cleaners we are committed to delivering reliable, professional carpet and upholstery cleaning services. We recognise that, on occasion, things may not go as expected. When this happens, we want to hear from you so we can put things right and improve our services for the future.

This complaints procedure explains how you can raise a concern, how we handle complaints, and what you can expect from us at each stage.

Scope of this Complaints Procedure

This procedure applies to complaints about our cleaning services, appointments, staff conduct, communication, and any aspect of the customer experience provided by Merton Carpet Cleaners. It covers both one-off and regular cleaning work carried out in homes and business premises within our service area.

This procedure is intended for customers and prospective customers. It does not cover employment-related issues, which are managed through separate internal processes.

Our Complaints Principles

When you raise a complaint with Merton Carpet Cleaners we will aim to:

• Treat you with courtesy and respect at all times.
• Listen carefully and understand the issue from your point of view.
• Acknowledge your complaint promptly.
• Investigate the matter thoroughly and fairly.
• Keep you informed about the progress of your complaint.
• Provide a clear explanation of the outcome and any actions taken.
• Use your feedback to improve our services and staff training.

How to Make a Complaint

You can make a complaint in the way that is most convenient for you. Please contact us using the standard contact details shown on our website or your booking confirmation. When you get in touch, please provide as much information as possible, including:

• Your full name and the address where the cleaning was carried out.
• The date and approximate time of the service.
• A description of what went wrong and how it has affected you.
• Any relevant reference numbers, such as a booking or invoice number.
• Any photos or supporting information that may help us understand the issue.

You can raise a complaint on the same day as the service or afterwards. However, for issues such as quality of cleaning or damage, we encourage you to contact us as soon as you become aware of the problem so that we can assess and address it promptly.

Stage One: Initial Response

Once we receive your complaint, we will record the details and pass them to the most appropriate person to handle your case. We aim to acknowledge all complaints within two working days.

During this stage we may contact you to clarify details, request further information, or arrange a convenient time to discuss the issue. Many concerns can be resolved quickly at this point, such as arranging a re-clean of an area, providing further advice, or agreeing a practical solution with you.

Stage Two: Investigation and Resolution

If your complaint cannot be resolved immediately, it will move to a more detailed investigation. This may involve:

• Reviewing booking details, job sheets, and any relevant notes.
• Speaking with the cleaning operatives or supervisors who attended the property.
• Considering any photos, evidence, or additional information you have provided.
• Assessing our procedures and whether they were followed correctly.

We aim to complete our investigation and provide a full response within ten working days from the date of acknowledgement. If we need more time due to the complexity of the issue, we will let you know and give you an updated timescale.

At the end of this stage we will explain:

• What we have found from our investigation.
• Whether your complaint is upheld in full, in part, or not upheld.
• Any steps we have taken or propose to take to resolve the matter.
• Any changes we will make to our processes or staff training as a result.

Possible Outcomes and Remedies

Depending on the nature and circumstances of the complaint, possible resolutions may include one or more of the following:

• A verbal or written apology and explanation.
• A re-clean of some or all areas at no additional cost.
• A partial or full refund, where appropriate.
• A credit towards future cleaning services.
• Improvements to internal procedures or staff training.

Any remedy offered will be based on the specific facts of the case, the impact on you, and our terms and conditions in place at the time of the booking.

Escalating Your Complaint

If you are not satisfied with the outcome at Stage Two, you may request that your complaint is reviewed by a senior member of the management team. When you ask for an escalation, please explain why you remain dissatisfied and what outcome you are seeking.

The senior reviewer will consider the entire complaint history, any new information you provide, and whether our response was fair and reasonable. We will aim to provide a final written response within ten working days of your escalation request.

Time Limits for Complaints

We encourage customers to raise complaints as soon as possible so that we can respond while events are still recent and easier to investigate. As a general guideline, complaints should normally be made within 28 days of the service. Complaints made after this period may be more difficult to investigate fully, but we will still consider them wherever possible and practical.

Data Protection and Confidentiality

All complaints are handled in line with our obligations under data protection legislation. The information you provide will be used only for the purpose of investigating and resolving your complaint, monitoring service quality, and improving our operations. Details of your complaint will be shared internally only with staff who need to see them in order to respond appropriately.

Continuous Improvement

Merton Carpet Cleaners values feedback from all customers, whether positive or negative. We review complaint trends regularly to identify any recurring issues in our carpet, rug, upholstery, or other cleaning services across the area we serve. This helps us to refine our procedures, refresh staff training, and maintain high standards for every visit.

By following this complaints procedure, we aim to resolve concerns fairly and efficiently, preserve trust, and ensure that our customers continue to receive a dependable and professional cleaning service.