Complaints Procedure

Pimlico Carpet Cleaning Complaints Procedure

Pimlico Carpet Cleaning is committed to delivering professional carpet and upholstery cleaning services and to resolving any concerns in a fair, transparent and timely manner. This Complaints Procedure explains how you can raise an issue with us, what you can expect from our response, and how we work to prevent similar issues from happening again.

Purpose and scope of this procedure

This procedure applies to all customers who have used our cleaning services, including carpet cleaning, rug cleaning, upholstery cleaning and related treatments within our service area. It covers complaints about service quality, conduct of our operatives, pricing clarity, scheduling or attendance, and follow-up after the work has been carried out.

We use the term complaint to describe any expression of dissatisfaction that requires a formal response from Pimlico Carpet Cleaning. Feedback that does not require a response is always welcome, but this procedure is specifically for situations where you would like us to review and resolve a concern.

Our commitment to you

When you raise a complaint with Pimlico Carpet Cleaning, you can expect the following:

We will treat your complaint seriously and respectfully. We will keep your personal information secure and only use it to handle your complaint. We will listen to your concerns and try to understand what outcome you are seeking. We will investigate the matter as thoroughly as possible based on the information and evidence available. We will provide a clear explanation of our findings and any actions we propose to take.

Our aim is to put matters right where we have made a mistake, learn from every complaint, and improve the quality and reliability of our carpet and upholstery cleaning services across the areas we serve.

How to make a complaint

If something has gone wrong with your cleaning service, we encourage you to contact us as soon as possible. The earlier we are made aware of a concern, the easier it is for us to investigate and, where appropriate, to put things right.

When you make a complaint, please provide as much detail as you can, including the name the booking was made under, the service address, the date and approximate time of the service, a description of the issue, and any photographs or other evidence that may help us understand what has happened. If you are making a complaint about damage or staining that you believe occurred during our visit, please describe the affected items clearly and tell us when you first noticed the issue.

Time limits for raising concerns

We ask that you raise any complaint about service quality or workmanship within a reasonable time after the work has been completed. For most cleaning issues, this will normally mean contacting us within a few days of the visit so that the condition of the carpets, rugs or upholstery can be assessed accurately.

Complaints about billing, quotations or appointment arrangements should ideally be raised as soon as you become aware of the issue. While we will always consider complaints made later, it may be more difficult to investigate and confirm details after a significant period of time has passed.

Our complaints handling process

Once we receive your complaint, we will log it and begin our review. An initial acknowledgement will be provided to confirm that your complaint has been received and is being looked into. We may ask for additional information or clarification at this stage if needed.

We will then investigate your complaint. This may involve reviewing booking records and service notes, speaking with the cleaning operative or team who attended your property, examining any photographs or evidence that you have provided, and, where appropriate and practical, arranging a follow-up visit to inspect the work or the affected area in person.

After the investigation, we will provide you with a written response setting out our findings. This response will explain what we have looked at, our conclusions, and any actions or remedies we propose. Where we identify that our service has fallen short of our standards, we will aim to offer a fair and reasonable resolution.

Possible outcomes and resolutions

Depending on the nature and outcome of the investigation, resolutions may include, where appropriate, a return visit to re-clean affected areas, advice on aftercare or further treatment options, a partial or full adjustment to the service charge where justified by the circumstances, or a clear explanation of why we believe the service was performed in line with our obligations and industry practice.

In some cases, stains, wear, permanent damage or pre-existing issues with carpets and upholstery may limit the results that cleaning can achieve. Where this is the case, we will explain our reasoning clearly, including any relevant technical limitations of cleaning methods and materials.

Escalating your complaint

If you are not satisfied with the outcome of your complaint at the first stage, you may request that it be reviewed again. In such cases, a more senior member of the Pimlico Carpet Cleaning team will reassess the information, consider any additional points you wish to raise, and provide a further response.

This second review will focus on whether the initial investigation was fair and complete, whether the conclusions were reasonable in light of the evidence, and whether the resolution offered was in line with our policies and obligations.

Continuous improvement

Pimlico Carpet Cleaning treats every complaint as an opportunity to improve. We regularly review complaints data to identify patterns or recurring issues, such as concerns about specific cleaning processes, communication, punctuality or aftercare advice. Where trends are identified, we may provide additional staff training, update our internal procedures, refine our booking information, or adjust our service offerings to better meet customer expectations across our service area.

By following this Complaints Procedure, we aim to ensure that all customers of Pimlico Carpet Cleaning receive a consistent, fair and professional response whenever they raise a concern about our services.