Complaints Procedure for Carpet Cleaners Hackney

Carpet Cleaners Hackney is committed to providing reliable, high-quality carpet and upholstery cleaning services across our local service area. We recognise that, on occasion, things may not go as planned. This Complaints Procedure explains how you can raise any concerns, how we will respond, and what you can expect from us at each stage of the process.

Our Commitment to You

We aim to handle all complaints in a fair, transparent and timely manner. Every concern raised is treated seriously and used as an opportunity to review and improve our services. We will always seek to resolve issues at the earliest possible stage and keep you informed throughout the process.

What This Procedure Covers

This Complaints Procedure applies to all domestic and commercial customers using our cleaning services, including carpet cleaning, rug cleaning, upholstery cleaning and associated work. It covers issues such as service quality, punctuality, conduct of our team, billing concerns and after-care support.

Raising a Complaint

If you are dissatisfied with any aspect of our service, please raise your concern as soon as possible so that we have the opportunity to put things right. To help us handle your complaint efficiently, please provide the following information:

Your full name and the address where the service was carried out

The date and approximate time of the appointment

A clear description of the issue you have experienced

Any relevant supporting details, such as photographs, if applicable

How you would ideally like us to resolve the matter

You may raise a complaint verbally with a member of our team during or immediately after the service, or you can submit it in writing. Written complaints allow us to have a clear record of your concerns and can help with a more thorough investigation.

Informal Resolution

Where possible, we encourage customers to raise issues informally in the first instance. Many concerns can be resolved quickly by the cleaning technician on site or by contacting our office to discuss the matter. At this stage, we will:

Listen carefully to your concerns and clarify any details

Explain what has happened and, if appropriate, why

Offer a practical solution where one is available

If we are able to resolve the issue to your satisfaction at this point, the complaint will be considered closed. If you remain dissatisfied, you can proceed to make a formal complaint.

Formal Complaints Process

If an informal resolution is not possible, or you prefer to make a formal complaint from the outset, your complaint will be logged and acknowledged. The steps are as follows:

1. Acknowledgement: We will acknowledge your complaint and confirm that it has been recorded for investigation. We may contact you to request any further information needed to understand the issue fully.

2. Investigation: A member of our management team will review your complaint, speak with any staff involved, and examine any relevant records, such as booking details, notes left by the technician and photographs where available.

3. Site Visit if Required: In some cases, we may suggest a follow-up visit to inspect the work or the area of concern. This helps us assess the situation properly and consider whether any remedial work is suitable.

4. Response: Once our investigation is complete, we will provide you with a clear response, setting out our findings, any actions we propose to take, and the reasons for our decision.

Timescales

We aim to resolve all complaints as quickly as possible. The time required will depend on the nature and complexity of the issue, but we will always strive to:

Acknowledge your formal complaint promptly

Complete our investigation within a reasonable timeframe

Keep you updated if, in exceptional circumstances, additional time is required

Where immediate corrective action can be taken, we will seek to do so without delay.

Possible Outcomes and Remedies

Following our investigation, we may offer one or more of the following outcomes, depending on the circumstances:

A clear explanation of what occurred and why

Repeat or corrective cleaning work where appropriate and feasible

A partial or full refund if we believe this is justified

Advice on care or maintenance where issues are not related to the service provided

Confirmation of any changes we will make to prevent similar issues in future

Our aim is always to reach a fair outcome that reflects the nature of the complaint and the evidence available.

Escalating Your Complaint Internally

If you are not satisfied with the outcome of your complaint, you may request that it is reviewed by a more senior member of our management team. When escalating your complaint, please explain why you are unhappy with the initial decision and specify any points you feel have not been fully considered.

The senior reviewer will re-examine your complaint, the investigation and the decision reached, and may contact you for further discussion before providing a final response.

Customer Responsibilities

To help us resolve complaints fairly and efficiently, we ask that you:

Raise concerns as soon as reasonably possible after the service

Provide accurate and complete information about the issue

Allow us reasonable access to inspect or remedy any alleged problem

Communicate with our team respectfully and constructively

Where outcomes depend on cooperation, such as follow-up visits, we may not be able to offer certain remedies if access or assistance is refused.

Using Feedback to Improve Our Service

Every complaint is logged and reviewed so that we can identify any recurring issues and improve our processes, training and quality control. By sharing your concerns, you help us enhance our service for all customers in the areas we cover.

Updates to This Complaints Procedure

Carpet Cleaners Hackney may update this Complaints Procedure from time to time to reflect changes in our services, internal processes or applicable guidance. Any updated version will apply to complaints raised after the date of publication.

If you have questions about this Complaints Procedure or how it applies to your situation, please contact our team and we will be happy to provide further information.