Bow Carpet Cleaning Complaints Procedure

Bow Carpet Cleaning is committed to providing a reliable, professional and courteous cleaning service. We recognise that, on occasion, things may not go as planned. This Complaints Procedure explains how you can raise a concern about our carpet, rug or upholstery cleaning services and how we will handle your complaint from start to finish.

Purpose and scope of this procedure

This procedure sets out how customers can make a complaint about any aspect of our cleaning services, including the booking process, the conduct of cleaning technicians, the quality of the work carried out, or any follow-up communication. It applies to all domestic and commercial customers who have used Bow Carpet Cleaning for services such as carpet cleaning, stain removal, upholstery cleaning, mattress cleaning and related treatments in our service area.

Our aim is to resolve issues quickly, fairly and consistently, and to use feedback to improve our services and staff training.

What we consider a complaint

A complaint is any expression of dissatisfaction about our services, whether justified or not, that requires a response. This may include, but is not limited to:

Concerns about the standard of cleaning or results achieved on carpets, rugs or upholstery. Issues regarding punctuality, conduct or professionalism of our technicians. Problems with bookings, scheduling, pricing or invoicing. Damage allegedly caused during a cleaning visit. Dissatisfaction with how a previous concern was handled.

We encourage you to raise concerns as soon as possible so that we have the best opportunity to investigate and put things right.

How to make a complaint

You can make a complaint to Bow Carpet Cleaning verbally or in writing. While we will accept complaints in any format, we recommend submitting full details in writing so that everything is clear and recorded.

Please provide the following information wherever possible: Your full name and the address where the cleaning was carried out. The date of the service and, if known, your booking reference. A clear description of what went wrong and what outcome you are seeking. Any supporting information, such as photographs of the area cleaned or items affected, copies of quotes or invoices, and notes of any conversations with our staff.

If you raise a complaint verbally, we may ask you to confirm the details in writing so that we can accurately log and review your concerns.

Time limits for complaints

To help us investigate effectively, we ask that you raise any complaint about our carpet or upholstery cleaning services as soon as you become aware of the problem. In most cases, we expect issues related to cleaning results or visible damage to be reported within a reasonable timeframe after the service date.

Complaints raised a long time after the service may be more difficult to investigate fully. However, we will always do our best to consider your concern and explain what we can and cannot do in light of the time that has passed.

How we handle your complaint

We aim to make the complaints process straightforward and transparent. Once we receive your complaint, we will follow these steps:

Acknowledgment: We will acknowledge your complaint as soon as reasonably possible. Where necessary, we may contact you to clarify details or request additional information such as photographs, copies of communications or further explanation of what happened.

Investigation: A member of our management team will review your complaint. This may include speaking with the cleaning technician or office staff involved, checking work schedules and notes, and reviewing before-and-after information about the job where available. In some cases we may ask to revisit the property to inspect the carpets, rugs or upholstery in person.

Response: After the investigation, we will provide a clear and reasoned response. This will usually include our understanding of the issue, any findings from our review, and our decision on the outcome. Where a complaint is upheld, we will explain the steps we will take to put matters right.

Possible outcomes and remedies

Where we find that our service did not meet the standards we aim to provide, we may offer one or more of the following, depending on the circumstances:

A further clean or re-treatment of the affected area where this is appropriate and safe for the carpet or fabric involved. Practical advice on aftercare or additional steps that may improve results. A partial or full refund where justified by the findings of the investigation. An apology and explanation where the issue cannot be remedied but we accept that our service fell short of expectations.

Any remedy offered will take into account the nature of the complaint, the condition and age of the carpets or upholstery, any pre-existing damage, the limitations of cleaning methods, and information provided to you before the service.

Situations where a complaint may not be upheld

Some concerns may arise from factors beyond our control. Examples include, but are not limited to:

Permanent stains or wear that cannot be removed by professional cleaning. Pre-existing damage, discolouration or shrinkage that becomes more visible after a clean. Issues caused by failure to follow aftercare advice, such as walking on damp carpets or using unapproved products afterwards. Matters that were fully explained before the service and accepted by the customer.

Where we do not uphold a complaint, we will explain our reasons clearly and, where helpful, provide guidance on realistic expectations for cleaning results.

Escalating a complaint

If you are not satisfied with the outcome of your complaint, you may ask for it to be reviewed by a more senior member of our management team. They will consider the original investigation, any additional information you provide and whether our response was reasonable and in line with this procedure.

Following this review, we will issue a final response setting out our position and any further actions we are prepared to take.

Using feedback to improve our services

Complaints and feedback are an important part of our commitment to maintaining high standards in carpet and upholstery cleaning. We periodically review complaints to identify patterns, training needs and opportunities to improve our booking processes, on-site practices and customer communication.

By raising a concern, you help us to improve our service for all customers across our operating area. We thank you for taking the time to share your experience and for giving us the opportunity to address any problems.