Falconwood Carpet Cleaners Complaints Procedure
Falconwood Carpet Cleaners is committed to providing a professional and reliable cleaning service to all customers across our service area. We recognise that occasionally things may not go as planned. When this happens, we want to know about it so we can put matters right, learn from what went wrong, and improve our services.
This complaints procedure explains how you can tell us about a concern, how we will handle your complaint, and what you can expect from us at each stage.
Our commitment to you
We aim to handle all complaints in a way that is fair, transparent, and timely. Our key commitments are:
We will listen to your concerns and take them seriously.
We will treat you with respect and courtesy at all times.
We will aim to resolve straightforward issues as quickly as possible, often within the first contact.
We will investigate more complex complaints thoroughly and objectively.
We will keep you informed about the progress of your complaint and the outcome.
We will use feedback and complaints to review and improve our carpet and upholstery cleaning services.
What counts as a complaint
A complaint is any expression of dissatisfaction about the cleaning services you have received from Falconwood Carpet Cleaners, whether the work was carried out at your home, business premises, or another property you are responsible for.
This may include, for example:
Concerns about the quality or standard of cleaning work.
Damage you believe occurred during a cleaning visit.
Missed or significantly delayed appointments.
Conduct, attitude, or behaviour of our cleaning staff or representatives.
Communication issues, such as unclear pricing or service details.
You do not have to use the word “complaint” for us to treat your feedback as a complaint. If you are unhappy with our service and want us to put something right, we will log and review it as a complaint where appropriate.
How to make a complaint
You can raise a complaint using any of the following methods:
Speak to our representative or technician at the time of the visit, if you feel comfortable doing so.
Contact our office and explain that you wish to make a complaint about a recent cleaning service.
Provide as much detail as you can, including your name, the property address where the work took place, the date of the service, and a clear description of what went wrong. If relevant, please describe any steps you have already taken to try to resolve the issue.
Stage one: Initial complaint handling
In many cases, concerns can be resolved quickly and informally. When you first contact us, we will:
Listen carefully to your description of the problem.
Clarify any points we do not fully understand.
Check the details of the cleaning service booked and carried out.
Where possible, offer an immediate solution or plan of action.
We aim to resolve straightforward complaints at this first stage. This may involve, for example, arranging a re-clean of an affected area, discussing alternative solutions with you, or providing a clear explanation if we believe the service was delivered as agreed.
Stage two: Formal investigation
If we cannot resolve your complaint informally, or if the matter is more complex, your complaint will move to a formal investigation stage. At this point we will:
Record your complaint in our internal system.
Confirm that we have received your complaint and explain the next steps.
Review any relevant booking notes, job sheets, and internal records.
Where appropriate, speak to the cleaning technicians or staff involved.
Consider any evidence you provide, such as photographs or written notes.
We aim to complete our investigation within a reasonable time frame, taking into account the nature and complexity of the complaint. If we need more time, we will let you know and provide an updated timescale.
Our response and possible outcomes
Once we have completed our review, we will provide you with a clear and concise response. This will usually include:
A summary of your complaint and what you told us.
An explanation of what we investigated and the information we considered.
Our findings and whether we uphold your complaint in full, in part, or not at all.
Any steps we propose to put things right, where appropriate.
Depending on the circumstances, outcomes might include:
An apology and an explanation of what went wrong.
Corrective work, such as a re-clean of certain areas.
A goodwill gesture, where considered appropriate.
Confirmation that staff training or internal process changes will be carried out.
If you remain dissatisfied
If you are not satisfied with the outcome of our investigation or the solution offered, you can ask us to review the complaint again. In doing so, please explain:
Why you are unhappy with the decision or resolution.
Any details you feel we may have misunderstood or overlooked.
Any additional information or evidence you wish us to consider.
We will arrange for a senior member of our team to review both your original complaint and our handling of it. We will then provide a final response setting out our position and the reasons for it.
Time limits for raising complaints
To help us investigate effectively, we encourage you to raise any concerns as soon as possible after the cleaning service has taken place. The sooner you contact us, the more likely it is that we can review accurate information about the visit and address the problem quickly.
How we use complaints to improve
Every complaint we receive is an opportunity to improve our carpet and upholstery cleaning services. We regularly review complaint records to identify patterns or recurring issues, such as training needs, equipment improvements, or changes to how we schedule and manage appointments across our service area.
By following this complaints procedure, Falconwood Carpet Cleaners aims to ensure that all concerns are handled fairly, consistently, and with a focus on resolving matters for our customers and maintaining high standards of service.
