Complaints Procedure
Complaints Procedure for Harringay Carpet Cleaners
Harringay Carpet Cleaners is committed to providing reliable, professional carpet, upholstery and specialist cleaning services. We recognise that, on occasion, things may not go as planned. This Complaints Procedure explains how you can raise a concern, how we will respond, and what you can expect from us at each stage.
Our Commitment to You
We aim to resolve all complaints fairly, promptly and consistently. We use feedback to improve our services across our operating area and to ensure that our cleaning teams, office staff and managers maintain high standards of service and conduct.
All complaints will be treated seriously, investigated thoroughly and handled with respect and confidentiality. Raising a complaint will not affect your rights to use our services in the future.
What This Procedure Covers
This procedure applies to complaints about:
Service quality, including carpet, rug, upholstery, mattress and end of tenancy cleaning. Conduct, attitude or behaviour of our cleaning technicians or office staff. Adherence to agreed appointments, such as time of arrival, access arrangements or duration of the job. Administration issues, including bookings, pricing explanations, invoicing or follow-up communication. Health and safety or care of property during our work, such as treatment of flooring, furnishings or personal items.
It does not cover matters that fall outside our services, such as issues that should be taken up with a landlord, managing agent or another contractor.
How to Make a Complaint
You can raise a complaint in any written form that is convenient to you, or verbally to a member of our team. If you choose to complain verbally, we may ask you to confirm the details in writing so that we have a clear record of your concerns.
To help us investigate your complaint quickly and accurately, please provide:
Your full name and the address where the cleaning took place. The date and approximate time of the service. A clear description of what went wrong or did not meet your expectations. Any relevant details, such as rooms or items affected, type of cleaning ordered and names of staff you dealt with, if known. Any photographs you may have of the issue before and after the clean, if applicable.
We encourage you to raise any issues as soon as possible after the service so we can put things right promptly.
Timeframes for Acknowledgement and Response
We aim to acknowledge all complaints promptly. Where possible, we will give an initial response on the same working day. If further investigation is required, we will inform you of the expected timescale for a full response.
Our target timeframes are:
Acknowledgement of your complaint within a short period of receiving it on a working day. Initial assessment and, where possible, resolution within a few working days. Full written response, if the matter is more complex, within a reasonable period, depending on the nature of the complaint and availability of information.
If we cannot meet these timeframes, we will explain the reasons and let you know when you can expect an update.
How We Investigate Your Complaint
Once we receive your complaint, we will assign it to an appropriate member of staff or a manager who was not directly involved in the original work wherever possible. The investigation may include:
Reviewing your description of events and any photographs or supporting information. Speaking to the cleaning technicians or office staff involved. Checking job records, including booking notes, service specifications and any previous communications. Visiting the property again, if necessary and reasonably possible, to inspect the areas or items in question.
We will then decide whether your complaint is upheld in full, in part, or not upheld, and will explain our reasoning clearly.
Outcomes and Remedies
If your complaint is upheld, we will work with you to agree a fair and practical remedy. Depending on the circumstances, this may include:
Arranging a re-clean of specific areas or items. Providing guidance on further care or aftercare for treated materials. Offering a partial or full refund where appropriate. Taking internal action with staff, such as additional training or supervision.
Our priority is to restore your confidence in our services and to ensure that similar issues are less likely to occur in future.
If You Are Still Unhappy
If you are not satisfied with the outcome of your complaint or how it was handled, you may request that the matter be reviewed by a senior member of management. When asking for a review, please explain why you disagree with the decision or how the handling of the complaint did not meet your expectations.
The senior manager will reconsider the evidence, may contact you for further details, and will provide a final response. This review is the final stage of our internal complaints procedure.
Confidentiality and Data Protection
All complaints are handled in line with our data protection responsibilities. Information you provide will only be shared with those who need it to investigate and respond to your complaint. We will retain records of complaints securely for an appropriate period, so that we can monitor performance, identify patterns and improve our carpet and upholstery cleaning services.
Using Complaints to Improve Our Service
Your feedback helps us maintain and enhance the quality of our cleaning services across our operating area. We regularly review complaints to identify trends, training needs and opportunities to improve our processes, from booking and communication through to service delivery and aftercare.
By following this Complaints Procedure, Harringay Carpet Cleaners aims to ensure that all concerns are handled transparently, fairly and consistently, and that every customer has the opportunity to have their voice heard and their issue addressed.
