Barnes Carpet Cleaning Complaints Procedure

This complaints procedure explains how Barnes Carpet Cleaning manages and resolves concerns about our carpet, upholstery and hard floor cleaning services. Our aim is to provide a clear, fair and timely process for all customers who feel that our service, conduct or communication has not met their expectations.

Our commitment to you

Barnes Carpet Cleaning is committed to delivering professional, reliable and courteous cleaning services in homes and workplaces. We understand that, on occasion, things may go wrong or a customer may be dissatisfied with some aspect of our work. When this happens, we will treat every complaint seriously, listen carefully to your concerns and work with you to find a reasonable and practical resolution.

We will handle all complaints in a respectful, non-discriminatory manner and use the information you provide to help improve our services across the area we cover.

What this procedure covers

This complaints procedure applies to complaints relating to:

Quality of our cleaning services, including carpet, rug, upholstery and hard floor cleaning

Conduct, behaviour or attitude of any member of our team, including technicians and office staff

Appointments, punctuality, access arrangements and on-site conduct while we are at your property

Communication, including booking arrangements, pricing clarity and after-service follow-up

Handling of personal property or the condition in which we leave your premises following work

This procedure does not cover general enquiries, requests for quotes or cancellations that do not involve a complaint.

How to raise a complaint

If you are unhappy with any aspect of our service, we encourage you to let us know as soon as possible so that we can put things right. You may raise a complaint verbally or in writing, using any of our usual contact methods. When contacting us, please include:

Your full name and the address where the service was carried out

The date of the service and, if known, the name of the technician

A clear description of what went wrong and how it has affected you

Any relevant information such as photos, written notes or details of previous conversations

Your preferred outcome or what you feel would be a fair resolution

If the issue arises while our technician is still at your property, please mention it immediately. Whenever possible, we will try to resolve the matter on the spot.

Stage 1: Initial review and acknowledgement

Once we receive your complaint, we will record it in our internal system for tracking and monitoring. We will acknowledge your complaint as soon as reasonably possible. At this stage we may contact you to ask for additional details, such as photographs, receipts or clarification of the issue, to help us understand the situation fully.

We aim to complete an initial review of your complaint within a reasonable timeframe, taking into account the complexity of the issue and the availability of relevant staff or technicians.

Stage 2: Investigation and assessment

An appropriate member of our management team will investigate your complaint. This may involve:

Reviewing your booking details, job notes and any communication we have had with you

Speaking with the technician or team members involved in the work

Examining any images or documents you have provided

Arranging a follow-up visit to your property, where appropriate and agreed with you

Considering the condition of the items or areas before the service, where information is available

During this stage, we will assess whether our service met our usual standards and any commitments made at the time of booking, and whether there is anything we should reasonably do to address your concerns.

Stage 3: Response and proposed resolution

Once our investigation is complete, we will provide you with a response setting out:

Our understanding of your complaint

The steps we have taken to investigate the matter

Our findings and any conclusions we have reached

Any actions we propose to take to resolve the issue

Possible resolutions may include, where appropriate and at our discretion:

Providing advice on further care or maintenance of the cleaned areas

Offering a re-clean of specific areas that did not meet agreed expectations

Offering a partial or full refund where we believe this is justified in the circumstances

Offering an alternative remedy that is reasonable and proportionate

We will always seek to reach an outcome that is fair to you and to our business, taking into account the nature of the service, the condition of the items cleaned and the information available to us.

Escalating your complaint

If you are not satisfied with our proposed resolution, you may ask for your complaint to be reviewed by a more senior member of our team, where available. They will consider the investigation, any new information and your response to our decision. Following this review, we will provide you with a final position on the complaint from our internal process.

If you remain dissatisfied after our final response, you may wish to seek independent advice about your consumer rights.

Your responsibilities when making a complaint

To help us deal with complaints efficiently and fairly, we ask that you:

Provide accurate and complete information about the service and the issue

Raise concerns as soon as reasonably possible after the service

Allow us reasonable access to inspect the areas or items in question, where necessary

Communicate with our staff politely and respectfully at all times

Refrain from making unfounded or malicious allegations

This cooperative approach helps us investigate thoroughly and resolve matters more quickly.

Confidentiality and data protection

All complaints will be handled in confidence and in line with our obligations to protect your personal information. Details of your complaint will only be shared with staff members who need the information to investigate and respond to your concerns, or where we are legally required to disclose it.

Using feedback to improve our service

Every complaint is an opportunity for Barnes Carpet Cleaning to review how we work and how we serve customers across our service area. We regularly review complaint records to identify any recurring issues, training needs or process improvements. By doing this, we aim to reduce the likelihood of similar problems occurring in future and to enhance the reliability and quality of our cleaning services.

This complaints procedure is reviewed periodically to ensure it remains clear, fair and effective. We reserve the right to amend it from time to time to reflect changes in our services, business practices or legal requirements.