Complaints Procedure for Rayners Lane Carpet Cleaners

Rayners Lane Carpet Cleaners is committed to delivering reliable, professional carpet and upholstery cleaning services. We recognise that occasionally things may not go as planned, and we take all complaints seriously. This complaints procedure explains how you can raise a concern about our services, how we will respond, and what you can expect from us at every stage.

Purpose of this complaints procedure

The purpose of this complaints procedure is to provide a clear, fair and transparent process for customers who wish to complain about any aspect of our services. It applies to all services provided by Rayners Lane Carpet Cleaners, including carpet, rug, upholstery and related cleaning work carried out at domestic and commercial premises within our service area.

We use feedback and complaints to improve our standards, staff training, and customer experience. All complaints are treated with respect, confidentiality, and without discrimination.

What we define as a complaint

A complaint is any expression of dissatisfaction, whether written or verbal, about the standard of service, the conduct of our operatives, communication before or after a visit, or the outcome of cleaning work. Examples include, but are not limited to, concerns about:

• Quality or effectiveness of the cleaning service
• Damage or perceived damage to property or belongings
• Missed or late appointments
• Behaviour, attitude or professionalism of staff
• Accuracy of information provided before or after the service
• Billing, quotations or charges you believe are incorrect

How to make a complaint

You can make a complaint in writing, over the phone, or in person to a member of our team. We encourage customers to raise any concern as soon as possible after the issue arises, so that we can address matters promptly and effectively.

When you contact us to make a complaint, please provide the following information where possible:

• Your full name
• The service address
• Date of the service or incident
• A clear description of the issue
• Any relevant photographs or supporting information
• Your preferred method of contact for our response

If someone is making a complaint on your behalf, we may need your permission to discuss account or booking details with them, in order to protect your privacy.

Initial acknowledgement of your complaint

We aim to acknowledge all complaints promptly. For written complaints, we will normally acknowledge receipt within three working days. For complaints made by phone, we will acknowledge your concern during the call and may follow up in writing where appropriate.

In many cases, we may be able to resolve the issue at this first stage, especially where there is a simple misunderstanding or a minor service issue that we can easily correct.

Investigation process

If your complaint requires further investigation, it will be reviewed by a senior member of staff or manager who was not directly involved in the original service, wherever possible. Our investigation may include:

• Reviewing your booking details, job notes and any relevant documentation
• Speaking with the cleaning operatives or staff involved
• Assessing any photographs, evidence or supporting information you provide
• If relevant and feasible, arranging a revisit to inspect the areas of concern

We aim to complete our investigation and provide a full response within ten working days of acknowledging your complaint. If, for any reason, we expect a delay, we will keep you informed and provide an updated timescale.

Our response and possible outcomes

Once the investigation is complete, we will contact you using your preferred method of communication. Our response will explain:

• What we have understood your complaint to be
• The steps we have taken to investigate
• Our findings and conclusion
• Any actions we propose in order to resolve the matter

Depending on the circumstances, possible outcomes may include:

• An apology and explanation
• A partial or full re-clean of the affected area, where appropriate
• A goodwill gesture
• A review of our internal procedures or staff training
• Where justified, a partial or full refund or adjustment to your invoice

Any remedial work or re-cleaning will normally be arranged within a reasonable timeframe, subject to access to the property and your availability.

If you are not satisfied with the outcome

If you are unhappy with our final response, you may ask for your complaint to be reviewed by a more senior manager, if this has not already occurred. During this review, we will reassess the information and any additional details you provide. We will then confirm whether our original decision stands or if any further action will be taken.

This internal review will be the final stage of our complaints procedure. We aim to complete any review and provide a final position within ten working days of your request for escalation.

Timescales for raising complaints

To enable a fair and accurate investigation, we ask that complaints about cleaning quality are made within 48 hours of the service, wherever possible. For other issues such as billing, communication or conduct, complaints should be raised within a reasonable time of becoming aware of the problem.

We reserve the right to decline to investigate complaints that are raised after a lengthy delay, where evidence is no longer available or where it is no longer practical to verify the details. However, we will always try to offer appropriate guidance or assistance where we can.

Confidentiality and data protection

All complaints are handled in line with our data protection responsibilities. Information you provide will only be shared with staff who need it in order to investigate and respond to your complaint. We will keep records of complaints and outcomes securely and for as long as reasonably necessary for our legitimate business interests and legal requirements.

Continuous improvement

Rayners Lane Carpet Cleaners values feedback from every customer in our service area. Complaints are recorded, monitored and reviewed periodically to help us identify patterns, improve our cleaning processes, update equipment and materials where needed, and enhance staff training. Our goal is to reduce the likelihood of similar issues arising in future and to maintain a high level of service for all customers.

Review of this complaints procedure

This complaints procedure is reviewed regularly to ensure it remains clear, fair and effective. We may update it from time to time to reflect changes in our services, industry standards, or legal and regulatory requirements. The most recent version will always apply to any new complaint raised with Rayners Lane Carpet Cleaners.