Bow Carpet Cleaners Complaints Procedure

This Complaints Procedure explains how Bow Carpet Cleaners manages concerns and complaints about our carpet, upholstery and floor cleaning services. Our aim is to resolve any issues promptly, fairly and in a way that maintains customer confidence in the quality and reliability of our work.

Our Commitment to Customers

Bow Carpet Cleaners is committed to delivering professional, consistent and safe cleaning services in homes, offices and commercial premises. We recognise that, on occasion, customers may feel that aspects of the service have not met their expectations. When this happens, we want to know about it so we can put things right and improve for the future.

All complaints are treated seriously and handled in line with this procedure. We will always aim to respond in a clear, respectful and timely manner.

What This Procedure Covers

This procedure applies to complaints or concerns about our cleaning services, including but not limited to:

Quality of carpet, rug, upholstery or hard floor cleaning work carried out on your premises.

Conduct, behaviour or professionalism of our operatives while on site.

Adherence to agreed appointments, time slots and access arrangements.

Protection of property and care taken around furniture, fixtures and fittings.

Communication before, during or after the service, including quotations and job details.

Any other reasonable concern relating directly to the services supplied by Bow Carpet Cleaners.

How to Raise a Complaint

You can raise a complaint with us in writing or verbally. To help us investigate, please provide as much detail as possible, including:

Your full name and the address where the cleaning was carried out.

The date of the service and, if known, the approximate time and the name of the operative or team.

A clear description of what went wrong or why you are dissatisfied.

Any relevant information such as photographs of the affected area, copies of invoices, or details of previous communication.

We encourage customers to raise complaints as soon as possible after the issue arises so that we can examine the work while it is recent and take effective action.

Initial Response and Acknowledgement

Once you contact Bow Carpet Cleaners with a complaint, we will log the details and arrange for it to be reviewed by an appropriate member of our team. We aim to acknowledge your complaint promptly and set out the next steps in the process.

In some cases, we may request additional information or clarification to ensure we fully understand the nature of your concern. This may include asking specific questions about the area cleaned, the type of flooring or upholstery, or any pre-existing conditions that may affect the outcome of the clean.

Investigation Process

We will carry out a careful and impartial investigation. Depending on the type of complaint, this may involve:

Reviewing the job details, booking notes and service records associated with your appointment.

Speaking with the operative or team who attended your property to gather their account.

Assessing any photographs, videos or other evidence provided.

Where appropriate and by agreement, arranging a revisit to inspect the affected areas in person.

Our objective is to determine what happened, whether our standards were met, and what steps are needed to resolve the matter.

Timescales for Resolution

We aim to complete our investigation and provide a full response as quickly as reasonably possible, taking into account the complexity of the complaint and the availability of any necessary information or site visits.

Where a complaint is straightforward, it may be resolved immediately or within a short period. More complex issues, such as those involving alleged damage, specialist materials or multiple visits, may take longer. We will keep you informed of progress and advise you if we need additional time to reach a conclusion.

Outcome and Possible Remedies

After we have completed our investigation, we will explain our findings and any conclusions we have reached. Where a complaint is upheld, remedies may include one or more of the following, depending on the circumstances:

Offering a re-clean of the affected areas, at no additional charge, where this is safe and practical.

Providing practical advice on any aftercare steps you may need to take.

Offering a partial or full refund where this is considered appropriate.

Taking internal action, such as additional training or revised procedures for our staff.

If we do not uphold your complaint, we will explain our reasons clearly and provide any relevant information that has informed our decision.

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 Bow Carpet Cleaners team. We will re-examine the information provided, along with any additional points you wish to raise, and will issue a final response.

We take customer feedback seriously and use it to improve our cleaning processes, training and customer care. Even where we do not agree that we have been at fault, we welcome the opportunity to review our performance and maintain open communication.

Health, Safety and Property Care

Bow Carpet Cleaners operates with a strong focus on health, safety and the protection of your property while we work. Where a complaint relates to an alleged incident on site, we will look into the matter in detail and, where necessary, review our risk assessments and working methods.

Customers are encouraged to inform us in advance of any particular concerns about delicate items, specialist flooring or unusual materials so that we can take any additional precautions required.

Continuous Improvement

Every complaint and piece of feedback provides information that helps Bow Carpet Cleaners refine our services. We regularly review the types of issues raised and the effectiveness of our responses, with the aim of preventing similar problems from occurring in future.

By following this Complaints Procedure, we aim to ensure that any dissatisfaction is dealt with respectfully, thoroughly and with a clear focus on fair resolution for our customers.