Bow Carpet Cleaning Complaints Procedure

Bow Carpet Cleaning is committed to providing a reliable and professional carpet and upholstery cleaning service. We recognise that, on occasion, things may not go as expected. This complaints procedure explains how you can raise a concern or complaint about our services and how we will handle it. Our aim is to resolve any issues fairly, promptly and transparently, while continually improving the quality of our work.

Purpose of this Complaints Procedure

The purpose of this procedure is to give clients a clear and straightforward way to tell us when they are not satisfied, to ensure we investigate complaints thoroughly, and to use the outcome of complaints to improve our cleaning services and customer care. This procedure applies to all domestic and commercial customers using our carpet, rug, upholstery and related cleaning services.

What Counts as a Complaint

A complaint is any expression of dissatisfaction, whether oral or written, about any aspect of our service where you expect a response or resolution. This may include concerns about the quality of the cleaning work carried out, behaviour, punctuality or conduct of our cleaning technicians, how an appointment or booking was handled, damage or suspected damage to property or belongings, or communication before, during or after the service.

We encourage you to raise any concerns as soon as possible so that we can address them while the details are still fresh and any necessary remedial work can be completed promptly.

How to Make a Complaint

You can submit a complaint through any of the following methods:

In writing, setting out what happened, when it happened and what you are unhappy about. Please also include your name, service address, and the date and approximate time of the cleaning visit.

By speaking directly to a member of our team in person at the time of service or by contacting our office. If you make a verbal complaint, we may ask you to confirm key details in writing so that we have a clear record.

Please provide as much detail as possible, including any photographs or evidence that may help us understand the issue, such as images of an area that you believe has been damaged or insufficiently cleaned.

Timeframe for Making a Complaint

To help us deal with matters effectively, clients should notify us of any issues relating to the cleaning service as soon as reasonably possible, and ideally within 48 hours of the work being completed. Complaints raised after a significant delay may be more difficult to investigate fully, particularly where carpets, upholstery or other surfaces have since been used, cleaned again or treated by another party.

What We Need From You

To investigate your complaint properly, we may ask you to provide clear details of what happened and when, any relevant photographs or supporting information, access to the property or items concerned, and a fair opportunity for our technician or representative to inspect the issue and, where appropriate, carry out remedial work.

We ask that all communication with our staff remains respectful. We will not tolerate abusive or threatening language or behaviour towards any member of our team.

How We Handle Your Complaint

When we receive a complaint, we will log it in our internal system and assign it to an appropriate member of staff to review. We aim to acknowledge receipt of your complaint within a reasonable period and to keep you informed about the progress of our investigation.

The person handling your complaint will review the details you have provided, speak to the cleaning technician or team who attended your property, and consider any relevant notes, photographs or job reports. Where necessary, we may request a follow up visit to inspect the area in question and to discuss the matter with you in person.

After the investigation, we will explain our findings to you and confirm our decision, together with any actions we propose to take to resolve the issue. We aim to provide a full response within a reasonable timeframe, depending on the complexity of the complaint and our ability to obtain all necessary information.

Possible Outcomes and Remedies

Depending on the nature and outcome of the complaint, possible resolutions may include, where appropriate and at our discretion, an explanation and, where applicable, an apology, additional cleaning of the affected areas, a partial or full refund for the specific service in question, or other reasonable remedial steps agreed with you.

Any remedies offered will take into account our terms and conditions, the condition of the carpets or upholstery prior to cleaning, pre existing wear, staining or damage, and any limitations we explained before or during the service. Our priority is to reach a fair and practical solution for all parties.

Escalating Your Complaint

If you are not satisfied with the initial response to your complaint, you may ask for your case to be reviewed by a senior member of our team. They will reassess the information available, consider any additional points you wish to raise, and provide a further response and conclusion. This internal review will be the final stage of our complaints procedure.

Recording and Using Complaint Information

We record all complaints and their outcomes so that we can monitor patterns and identify areas for improvement. Information from complaints may be used in staff training, updates to our cleaning methods or products, and reviews of our booking and customer service processes. Any personal information you provide in making a complaint will be handled in line with our data protection responsibilities.

Our Commitment to Continuous Improvement

Bow Carpet Cleaning values feedback from clients across our service area. Complaints are an important source of information that help us maintain high standards of carpet and upholstery cleaning and ensure that our services remain reliable, safe and customer focused. We are committed to reviewing this procedure periodically to ensure it remains clear, fair and effective.