Customer service and satisfaction is the most important aspect of a our business. As such the National Carpet Cleaners Asosiaction (NCCA) expects all members to operate in such a manner that minimises the possibility of customer dissatisfaction or complaints. To this effect it is required that members adhere to the following princip
National Carpet Cleaners Asosiaction Members are expected to show due diligence at all times whilst performing services for their clients.
This should include compliance with PAS86: 2008, the Publicly Available Specification for the Professional Inspection Maintenance Cleaning and Restoration of Textile Floor Coverings.
Industry best practice should be followed with regard to all services provided and members have a duty to keep themselves current with relevant industry practice. The Association will endeavour to assist members to keep up to date through various media, training opportunities and events.
Appropriate training should be undertaken by members for all of the services they offer, and the One to One Rule, whereby the Association requires a trained technician to be present at every job, must be strictly adhered to at all times. Further details of the One to One Rule can be found on the NCCA website:
Timely and Effective Communication
This must include;
The Association does not in any way seek to impose a price structure on its membership. Costs and expenses vary widely from one part of the country to another, and prices will also vary considerably with volume, condition and quality of items to be cleaned and the type of process to be used.
It is difficult to maintain a professional, effective service if the price charged is insufficient or incorrect.
Not withstanding the above, the Association expects members to offer value for money, and retains the right to investigate the price charged by a member should a consumer complaint be received.
Particular consumer concern regarding the industry, which has been noted by the Association, is the inflation of prices once cleaners are on site performing work. To allay consumer concerns and help remove undesirable practices from the industry, members are advised to be aware that offering additional services (such as protector application) is perfectly acceptable, but that high pressure sales practices and illegal “Bait and Switch” selling tactics will not be tolerated and may result in expulsion from the Association.3. Advertising and Promotions
Members should, at all times, ensure that any advertising, promotional materials and customer communications are truthful, honest, clear and unambiguous. This includes Internet based advertising, web sites and social media as well as printed materials, telephone promotions and broadcast media such as radio and television.
Compliance with Advertising Codes should be ensured at all times. Details of advertising codes can be found on the Committee of Advertising Practice website:
Any terms, conditions and time constraints applicable to any promotions should be clearly presented at the point of promotion.4. Complaints
Complaints may well be received from time to time, no matter how carefully a business operates. To minimise the impact of any complaints received, members are required to follow the procedure below.
Should the customer not be satisfied with the method or manner in which their complaint was handled, or disagree with the conclusion, they have the option to report the matter to the NCCA. The Association provides an independent arbitration service to assist members and customers should a dispute arise. Customers also have the right to seek the advice of an official authority such as the local Trading Standards office, Consumer Advice Centre or a Solicitor.
Members are required to comply with all reasonable requests from the Association or its representatives for information regarding complaints within 7 days and are required to co-operate fully with any investigation by the Association, Trading Standards or any other regulatory body or consumer protection organisation.
The decision of any arbitration undertaken by the Association is to be final and binding on the member. Any actions to be taken by a member in resolution of a complaint decided upon by the Association must be undertaken within 14 days of written notification by the Association.5. Owners Risk Clauses
Clauses stating treatments are undertaken at the owners' risk are inconsistent with this Code of Practice and may well be unreasonable and therefore unenforceable under the Unfair Contract Terms Act 1977.
However, if in a particular case it is apparent to the member that;
It would be both wise and reasonable for the member to point this out in writing to the client. In such circumstances the member may ask the client to acknowledge in writing that cleaning is undertaken in full knowledge of the risks involved. Members should, however, be aware that legal precedent would usually indicate that in their professional capacity as an expert cleaner, the member may still be liable for any damage occurring as a direct result of the cleaning process.6. Enforcement
Should the Association become aware of any breach of this Code of Practice, membership of the Association may be suspended pending an investigation.
Following investigation should any breach be confirmed the member may either;
The Association will publicise and promote this Code of Practice to consumers, the commercial sector and the industry as a whole with the intention of creating awareness of the Code and the enhanced protection it provides when using the services of an Association member.
Such promotion will be made via the National Carpet Cleaners Asosiaction website, editorial articles and advertisements in the trade and consumer press and through any means the Association deems appropriate.
Members of the Association are required to make the existence of this Code clear to their customers through their own marketing and customer information, and in the event of a complaint, provide a copy of the Code to the complainant should this be requested.