Complaints Procedure

Pimlico Carpet Cleaning Complaints Procedure

Pimlico Carpet Cleaning is committed to providing a reliable and professional cleaning service for homes and businesses. We recognise that, on occasion, things may not go as planned. This complaints procedure explains how you can raise a concern about our services and how we will respond, investigate, and resolve your complaint in a fair and timely manner.

Purpose of this procedure

This procedure is designed to give you a clear, straightforward route to tell us when something has gone wrong. It aims to ensure your concern is listened to carefully, investigated fully, and resolved wherever possible to your satisfaction. It also helps us learn from feedback and continually improve our carpet, upholstery and other cleaning services.

What is a complaint

A complaint is any expression of dissatisfaction, whether written or verbal, about the standard of our work, our customer service, our appointments and timekeeping, our charges or quotations, or the conduct of our cleaning staff or representatives.

We treat all complaints seriously, regardless of the level of service booked or the size or type of property. You do not have to use specific wording or refer to this document for your feedback to be treated as a complaint.

How to raise a complaint

You can raise a complaint with Pimlico Carpet Cleaning in several ways. You may contact us by phone, speak to a supervisor or manager, or write to us using the contact details provided on our website or service documentation. If your complaint relates to a recent cleaning visit, you should contact us as soon as possible, ideally within 48 hours of the work being completed, so that we can inspect and address any issues while they are still recent and clear.

When raising a complaint, please provide as much information as you can, including your full name, the service address, the date and time of the appointment, the type of cleaning service carried out, and a clear description of what went wrong or did not meet your expectations. Photographs and any relevant notes can also be helpful.

Stage 1: Initial response and informal resolution

In the first instance, we aim to resolve most complaints quickly and informally. A member of our customer support team or a supervisor will acknowledge your complaint and discuss the issue with you. Where possible, we will offer an immediate explanation or solution, which may include providing advice, arranging a remedial clean, clarifying agreed work, or discussing an adjustment to the invoice where appropriate.

We will normally provide an initial response within a reasonable time frame, taking into account the nature of your complaint and the need to speak to the cleaning team involved. We always aim to handle matters calmly, respectfully, and professionally.

Stage 2: Formal investigation

If your complaint cannot be resolved informally, or if you remain dissatisfied with the outcome at Stage 1, you may ask for a formal investigation. At this stage, a manager will review your complaint in more detail. This may include:

Reviewing your original booking and any notes on our system, speaking to the operatives who attended your property, examining before and after information where available, and considering any photographs or supporting evidence you have provided.

The manager will then decide what further action may be appropriate. This can include a follow up visit to inspect the work, a remedial clean, staff retraining, a partial or full adjustment of charges, or an explanation as to why we believe the service was delivered in line with our standards.

We will communicate our findings and any proposed resolution to you once the investigation is complete. We aim to keep you informed throughout the process and to complete Stage 2 as promptly as possible.

Stage 3: Escalation and final review

If, after the formal investigation, you still feel that your complaint has not been fully resolved, you may request a final review. At this point, a senior member of our management team, who has not been involved in earlier stages, will review:

The details of your complaint, the steps already taken to resolve it, the outcome of our investigation, and any remaining points of disagreement.

They may contact you directly to clarify any outstanding issues. Following this review, we will provide you with our final position on the matter. This decision will take into account all information available and our responsibilities as a professional cleaning company.

Time limits and expectations

We encourage you to raise any concerns about our services as soon as you become aware of the issue. Prompt notification allows us to inspect the work, address any shortcomings in the cleaning, and, where appropriate, arrange a return visit. While we will consider complaints raised later, delays can sometimes limit the options available for practical resolution, especially where carpets or furnishings have subsequently been used or treated by a third party.

Our commitment to fairness and respect

All complaints are handled confidentially and with respect. We will not treat you differently or negatively because you have raised a concern. At the same time, our staff are entitled to work in an environment free from abusive, aggressive or threatening behaviour. We reserve the right to terminate communications where behaviour becomes unreasonable, while still considering the substance of the complaint as far as possible.

Learning from complaints

We use information from complaints to review and improve our cleaning services, staff training, and customer communication. Common themes raised through feedback may lead to changes in our procedures, equipment, or guidance provided to cleaning teams operating in your area.

By following this complaints procedure, Pimlico Carpet Cleaning aims to deal with every concern transparently, consistently, and constructively, helping to maintain high standards and build long term trust with our customers.