Complaints Procedure for Carpet Cleaning Harringay

Carpet Cleaning Harringay is committed to delivering reliable, professional carpet, upholstery and soft furnishing cleaning. We recognise that, on occasion, clients may feel that our service has not met their expectations. This Complaints Procedure explains how to raise a concern, how we manage and investigate complaints, and the steps we take to provide a fair and timely resolution.

Our Commitment to You

We aim to resolve all complaints quickly, professionally and respectfully. Every complaint is taken seriously and used as an opportunity to improve our cleaning services and customer care. We will always treat you courteously, listen carefully to your concerns, and work to reach a reasonable outcome.

What Counts as a Complaint

A complaint is any expression of dissatisfaction about our services or the way they were delivered. This may include, but is not limited to:

Issues with the quality of carpet, rug or upholstery cleaning work carried out at your property.

Concerns about punctuality, conduct or professionalism of cleaning technicians.

Disputes about agreed pricing, scope of work or additional charges.

Concerns about damage, breakages or the way we have handled your property.

Problems with booking, communication or aftercare provided by our team.

Raising a Complaint

We encourage you to raise any concern as soon as possible after the service, so we have the best opportunity to investigate and put things right. You may raise a complaint in writing or verbally. When doing so, please provide:

Your full name and the address where the cleaning service took place.

The date and approximate time of the booking.

A clear description of the issue and how it has affected you.

Any relevant information, such as photographs of areas of concern or notes about discussions with our staff.

If you raise a complaint verbally, we may ask you to confirm the details in writing so that we can keep an accurate record and respond more thoroughly.

How We Acknowledge Your Complaint

Once we receive your complaint, we will acknowledge it within a reasonable timeframe. In this acknowledgment, we will confirm that your complaint has been recorded, explain the next steps and provide an estimated timescale for our full response. If we need any additional information from you to investigate properly, we will request it at this stage.

Investigation Process

All complaints are investigated by an appropriate member of our management team who was not directly involved in the service, wherever possible, to ensure fairness. Our investigation may include:

Reviewing the original booking details, agreed pricing and service notes.

Speaking with the technicians who attended your property.

Reviewing any photographs, videos or written evidence provided by you or our staff.

Assessing any relevant policies, guidance or training materials used for our cleaning services.

We aim to complete investigations promptly. If the issue is complex or requires further inspection at your property, we will keep you updated on progress and revised timescales.

Outcomes and Resolutions

After we complete our investigation, we will explain our findings and any actions we propose to take. Depending on the nature of the complaint and the results of the investigation, possible resolutions may include:

Arranging a re-clean of the affected areas, where reasonable and practical.

Offering a partial or full refund where justified by the circumstances.

Providing a goodwill gesture or discount on future services.

Offering advice or guidance to help prevent a recurrence of the issue.

Updating our internal procedures or providing additional training to staff.

We will always aim to reach a fair and reasonable outcome based on the evidence available and in line with our service terms.

Escalating Your Complaint

If you are not satisfied with the initial outcome, you may ask for your complaint to be reviewed by a more senior member of our team. When escalating, please explain why you remain dissatisfied, which aspects of the response you disagree with, and what you feel would be a fair resolution.

The senior reviewer will reconsider the evidence, including any new information you provide, and may contact you to clarify details before making a final decision. This review will focus on whether the complaint was handled fairly and whether the outcome is reasonable.

Time Limits for Making a Complaint

To allow for meaningful investigation, we ask that complaints about completed carpet or upholstery cleaning services are raised within a reasonable period, ideally within 14 days of the work being carried out. Complaints raised outside this period may be more difficult to assess accurately, but we will still consider them and respond where possible.

Our Responsibilities and Your Responsibilities

We are responsible for providing our services with reasonable care and skill, and for responding to complaints in a fair, consistent and timely manner. In return, we ask that you provide accurate information, allow us reasonable access to inspect or rectify issues, and communicate with our staff respectfully while we work towards a solution.

Using Feedback to Improve Our Services

Every complaint and piece of feedback we receive is logged and reviewed. We use this information to identify recurring issues, improve technician training, refine our cleaning methods and enhance communication with clients across our service area. Our aim is to continually raise standards so that future clients benefit from a better experience.

Changes to This Complaints Procedure

We may update this Complaints Procedure from time to time to reflect changes in our services, internal processes or applicable guidance. The latest version will always apply to how we handle your complaint at the time it is made.