Complaints Procedure for Haringey Carpet Cleaners
Haringey Carpet Cleaners is committed to providing a reliable and professional carpet, rug and upholstery cleaning service. We recognise that, on occasion, you may feel that something has not met your expectations. 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 any concerns fairly, promptly and transparently. Every complaint is taken seriously and used as an opportunity to review and improve our cleaning services, our customer care and our internal processes.
We will always aim to:
Listen carefully to your concerns about any carpet, rug, upholstery or end of tenancy cleaning work we have carried out.
Handle your complaint respectfully, confidentially and without unnecessary delay.
Offer a clear explanation, and where appropriate, a suitable remedy.
Use your feedback to improve the way we deliver cleaning services in the future.
What This Procedure Covers
This procedure applies to complaints about any service delivered by Haringey Carpet Cleaners, including but not limited to:
Domestic and commercial carpet cleaning.
Rug and upholstery cleaning.
Stain treatment and deodorising services.
End of tenancy or move-in / move-out cleaning of carpets and soft furnishings.
This procedure does not cover general enquiries, booking requests or routine feedback that does not involve dissatisfaction. However, if in doubt, you can still raise your concern and we will decide whether it needs to be managed as a formal complaint.
Step 1: Raising a Complaint Informally
Where possible, we encourage you to raise any issue as soon as you become aware of it, ideally on the day of the service or within a reasonable time afterwards. Many concerns can be resolved quickly and informally with the operative who attended, or with our customer service team.
When you first contact us, please provide:
Your full name and the address where the cleaning took place.
The date and approximate time of the service.
A description of the issue, for example areas of carpet missed, unexpected marks, or behaviour you found unsatisfactory.
Any relevant photographs or notes you have taken.
We will listen to your concerns and, where appropriate, seek to resolve the matter immediately. This may include arranging a revisit to inspect the carpets or upholstery, repeating part of the cleaning, or offering advice where the issue is linked to pre-existing wear or damage.
Step 2: Making a Formal Complaint
If you are not satisfied with the informal response, or if the matter is more serious, you can ask for your concern to be treated as a formal complaint. Please set out clearly that you are making a complaint and provide as much detail as you can, including any previous attempts to resolve the issue.
To help us investigate, please include:
Your contact details and preferred method of communication.
The date of the service and, if known, the name of the cleaner or team.
A clear description of what went wrong and what outcome you are seeking.
Any supporting evidence such as photographs, correspondence or invoices.
Step 3: Acknowledgement and Initial Review
Once we receive your formal complaint, we will acknowledge it within a reasonable timeframe. In our acknowledgement, we will confirm that your complaint has been logged and provide an indication of when you can expect a full response.
At this stage, we will review your complaint to understand the key issues and decide the most appropriate person in our team to handle the investigation.
Step 4: Investigation Process
Our investigation will be carried out impartially and may involve:
Reviewing the original booking details and service notes.
Speaking with the cleaner or team who attended your property.
Reviewing any photographs, video or written evidence you have provided.
Where appropriate, arranging a follow-up visit to inspect the affected carpets, rugs or upholstery.
We aim to complete most investigations within a reasonable period, taking into account the complexity of the complaint and the availability of relevant staff. If we need more time, we will keep you updated and explain the reason for any delay.
Step 5: Outcome and Resolution
Once our investigation is complete, we will provide you with a clear written or verbal response. This will normally include:
A summary of your complaint and our understanding of the issues.
An explanation of the steps we took to investigate.
Our findings and the reasons for our decision.
Any proposed resolution or remedy.
Depending on the circumstances, possible outcomes may include:
A further visit to re-clean specific areas of carpet or upholstery.
Practical advice on stain treatment or aftercare, where appropriate.
A gesture of goodwill, where we consider this reasonable.
An explanation where the problem is due to factors outside our control, such as permanent staining, wear, or pre-existing damage.
If You Are Not Satisfied With the Outcome
If you remain unhappy with our final response, you can ask for a further review. In doing so, please explain why you disagree with the outcome and provide any additional information you feel is relevant.
A senior member of our team will then review the handling of your complaint to ensure the process was fair, thorough and in line with this procedure. Following this review, we will inform you whether our original decision is upheld or amended.
Timescales for Making a Complaint
To allow us to investigate effectively, we ask that complaints are raised as soon as reasonably possible after the service has been carried out. In most cases, we may be unable to properly assess issues reported after a long delay, especially if carpets or upholstery have been used, cleaned again or altered since our visit.
Data Protection and Confidentiality
All complaints are handled in confidence and in line with our obligations under data protection law. Information you provide will be used only for the purpose of investigating and resolving your complaint, improving our services and meeting any legal or regulatory requirements.
Using Feedback to Improve Our Services
We value all feedback, including complaints, as an important part of maintaining high standards in our carpet and upholstery cleaning services. We regularly review complaints data to identify patterns, training needs and opportunities to improve our work, our equipment, and the way we communicate with customers.
By following this complaints procedure, we aim to treat every customer fairly and ensure that any problems are addressed in a professional and constructive way.