Complaints Procedure

Carpet Cleaning Hackney Complaints Procedure

Carpet Cleaning Hackney is committed to delivering reliable, professional cleaning services and excellent customer care. We recognise that, on occasion, things may not go as planned. When this happens, we want to know about it so we can put things right promptly and improve our services for the future.

This complaints procedure explains how you can raise a concern, how we will handle your complaint, and what you can expect from us at each stage. It applies to all customers who use our carpet, upholstery, rug, and related cleaning services in our service area.

Purpose and Scope of This Procedure

The purpose of this procedure is to provide a clear and fair process for handling complaints about our services, conduct, or communication. It covers issues such as the quality of work carried out, punctuality and attendance, behaviour or attitude of staff, clarity of pricing and charges, communication before, during, or after a booking, and health and safety practices related to our work.

This procedure does not cover matters that are being dealt with by insurers, third party contractors not employed or controlled by us, or issues that are outside our reasonable control, such as pre-existing damage or defects that affect results. However, we will always try to assist and provide guidance wherever possible.

Our Commitment to You

When you raise a complaint with Carpet Cleaning Hackney, we will treat you with respect and courtesy at all times, take your concerns seriously and listen carefully to what you tell us, handle your complaint in a confidential and professional way, aim to resolve issues as quickly as possible and keep you informed of progress, and use your feedback to review and improve our cleaning services and processes.

How to Make a Complaint

You can make a complaint in writing or by speaking directly to a member of our team. To help us investigate and resolve your complaint efficiently, please provide your full name and preferred contact details, the address where the cleaning service was carried out, the date of the service and the name of the operative if known, a clear description of what went wrong and when it happened, and any supporting information such as photographs, correspondence, or invoices.

We recommend that you make your complaint as soon as possible after the issue arises, and ideally within a reasonable time frame from the date of the service. This helps us to investigate more effectively and identify what occurred.

Stage 1: Initial Informal Resolution

Where possible, we encourage you to raise any concern informally with our office or the relevant supervisor in the first instance. Many issues can be resolved quickly through discussion, clarification, or a practical remedy, such as a re-clean of an area or an explanation of the methods used.

At this stage, we will listen to your concerns, ask questions to understand the issue fully, check any relevant records such as job notes or technician reports, and propose an immediate or short-term solution where appropriate.

If you are satisfied with this outcome, the matter will be considered resolved. If you remain unhappy, or if the issue is more serious or complex, you may move to the formal complaint stage.

Stage 2: Formal Complaint and Investigation

If informal resolution is not successful or not appropriate, you can submit a formal complaint. Once we receive a formal complaint, we will acknowledge that we have received your complaint and confirm that it is being investigated, usually within a reasonable period of time. If we require further details to clarify the issue, we will request additional information from you.

We will then investigate your complaint by reviewing your description of the issue and any supporting evidence you have provided, checking internal records such as booking details, technician reports, and photographs taken on the day, speaking to the operative or team members involved, and, where necessary, arranging a site visit to inspect the work and discuss your concerns in person.

After the investigation, we will provide a written or clearly documented response summarising our findings, stating whether your complaint is upheld in full, in part, or not upheld, outlining the reasons for our decision based on the evidence available, and confirming any corrective action or remedy we propose.

Possible Outcomes and Remedies

Depending on the nature and findings of the complaint, possible outcomes may include an apology and explanation, a partial or full re-clean of the affected areas where practical and appropriate, a goodwill gesture, and, in limited circumstances, a partial or full refund where this is deemed reasonable. Any remedy will be considered carefully and offered on a case by case basis, taking into account the condition of the items before cleaning, the agreed scope of work, industry standards, and the extent to which we are responsible for the issue.

Stage 3: Escalation of Your Complaint

If you are not satisfied with our formal response at Stage 2, you may ask for your complaint to be escalated within Carpet Cleaning Hackney. At this stage, a more senior member of our management team, who was not directly involved in the original work where possible, will review your complaint, the investigation carried out, and the response already given.

They may contact you for further clarification, request additional evidence if needed, or arrange an inspection to reassess the situation. Following this review, we will provide a final written response setting out our conclusions, any revised decision, and any further remedy we can reasonably offer. This will normally conclude our internal complaints process.

Timescales

We aim to handle all complaints as quickly as possible. The time required may vary depending on the complexity of the issue, the availability of staff, and whether a site visit is required. If, for any reason, we are unable to respond within our usual time frames, we will let you know and provide an updated estimate of when you can expect a full response.

Your Responsibilities

To help us deal with your complaint fairly and efficiently, we ask that you provide accurate and complete information, communicate your concerns calmly and respectfully, allow reasonable time for investigation and response, and make property or items accessible for inspection or re-clean where needed.

Continuous Improvement

All complaints made to Carpet Cleaning Hackney are recorded and reviewed so that we can identify patterns, training needs, or areas where our carpet and upholstery cleaning services can be improved. Your feedback, whether positive or negative, is an important part of helping us maintain high service standards across our service area.

This complaints procedure is reviewed regularly to ensure it remains clear, fair, and effective for our customers.