Sorry that you have a complaint
We are extremely sorry to hear that we have not lived up to our reputation, however we will try extremely hard to resolve your issue at the soonest opportunity, and we hope that we are able to restore your confidence in using Proclene.
We are human and sometimes things can go wrong, however no one likes it when it does go wrong, and I personally will be the first to complain or let it be known, so I would very much like to know when we have not delivered 100% in what we promised you, which should be a professional skilled, thorough and safe clean.
Please do not hold back on what you would like to say, though please be civil.
Should you not be happy with the resolution we offer you, we fail to resolve your complaint or we fail to resolve your complaint within 30 days, you are then provided with access to a choice of ombudsman's, details below.
How to Complain
Please see our terms and conditions by clicking here
Should you have any cause for complaint whatsoever;
Please contact us in the first instance by
Freephone: 0800 488 0117
email: complaints@proclene.com
Online: complaints form
Postal: Complaints, Proclene Limited, 88 Longhorn Avenue, Gloucester, GL1 2BZ.
Any complaint will be taken seriously and will be dealt with in a professional manner using our complaints recording and handling procedures.
All complaints will be acknowledged, recorded and registered within 24 hours, for a speedier resolution we will contact you via telephone and follow up in writing within the same 24 hour period, we will aim to provide you with an offer of resolution within 48 hours and resolve fully within 30 days from receiving the initial complaint, although we do aim to resolve as quickly as is possibly convenient to both parties.
We will do our absolute very best to resolve any issue or complaint that you have in the shortest of time and causing the least inconvenience.
Failure to Resolve a complaint in-house
If for some reason we are unable to resolve your complaint using our own procedures, then for your added peace of mind, as a member of the National Carpet Cleaners Association you are provided access their Dispute Resolution Service, they will provide you with an impartial review of the complaint that you may have.
The NCCA complaints service can be contacted by calling 01562 547754
or by using their form at Dispute Resolution
Service
You will need to quote
Our membership number; 3068 - Proclene Limited
Customers also have access to;
Trading Standards Approved Scheme - Buy with Confidence Complaints handling service, you can use the following link to lodge your complaint against us, our services, staff etc.,
Trading Standards Complaint Service
Which? Trusted Trader
Dispute Resolution Ombudsman
again will provide you with an impartial review of your complaint. In the unlikely event of a complaint arising and you
wish to refer the complaint to them please contact Which?
Trusted Traders in the first instance on 0117 456 6031.
Our membership number is; 4030000433 - Proclene Limited
We will do our absolute very best to resolve any issue or complaint that you have in the shortest of time and causing the least inconvenience.
All reviews below can be proven that they are Genuine.
