Harringay Carpet Cleaners Complaints Procedure

Harringay Carpet Cleaners is committed to providing reliable carpet, rug and upholstery cleaning services. We recognise that, on occasion, clients may feel that our service has not met their expectations. This complaints procedure explains how you can raise a concern, how we will respond, and what you can expect at each stage of the process.

1. Our Commitment to Resolving Complaints

We aim to handle all complaints promptly, fairly and consistently. Every complaint is taken seriously, regardless of its nature or value. Our goals are to understand what went wrong, put things right where possible, and use the feedback to improve the way we deliver cleaning services in our local area.

2. What Counts as a Complaint

A complaint is any expression of dissatisfaction about the standard of our work, the conduct of our staff or contractors, our booking and administration processes, or any aspect of your experience with Harringay Carpet Cleaners. This may include concerns about cleaning quality, punctuality, communication, access to your property, or how an earlier concern was handled.

We welcome both informal feedback and formal complaints. If something can be resolved quickly during or immediately after the service, we encourage you to raise it straight away with the operative or our office team so we can correct it without delay.

3. How to Make a Complaint

You can make a complaint in writing or verbally. To help us investigate your concerns effectively, please provide as much detail as possible, including:

• Your full name and the address where the cleaning took place
• The date and approximate time of the service
• A description of the issues you have experienced
• Any relevant photographs, if there is visible damage or missed areas
• Details of any previous conversations about the same issue

We encourage written complaints where possible so there is a clear record of the points you wish us to address.

4. Time Limits for Raising a Complaint

To allow us to investigate thoroughly, we ask that you tell us about any concerns regarding the quality of cleaning within 48 hours of the service being completed. For issues such as damage to carpets, rugs, upholstery or other items, please contact us as soon as you become aware of the problem. Complaints raised outside a reasonable period may be more difficult to investigate fully, but we will still review each case on its merits.

5. Acknowledging Your Complaint

Once we receive your complaint, we will acknowledge it as soon as reasonably possible. At this stage, we may ask for additional information or clarification to ensure we fully understand your concerns. We will also explain the next steps and give you an indicative timeframe for our investigation and response.

6. Investigation Process

Your complaint will be reviewed by a member of our management team who was not directly involved in the original work wherever possible. The investigation may include:

• Reviewing job notes, booking records and any photographs taken
• Speaking with the cleaning operative or team who attended your property
• Considering any evidence or photographs you have provided
• Arranging a follow-up visit to inspect the area, where appropriate

We aim to complete most investigations within ten working days. If the matter is complex or requires further inspection, we will keep you informed of progress and let you know if more time is needed.

7. Our Response and Possible Outcomes

Once the investigation is complete, we will provide a clear response outlining:

• What we have found
• Whether we uphold your complaint in full, in part, or not at all
• The reasons for our decision
• Any proposed steps to resolve the matter

Depending on the nature of the complaint and the outcome of the investigation, possible resolutions may include:

• Offering to re-clean the affected areas
• Providing practical advice on aftercare and maintenance
• Offering a partial or full refund where appropriate
• Offering reasonable compensation if damage has been caused and our responsibility is established
• Explaining why we are unable to meet your requested resolution, if that is the case

8. If You Are Not Satisfied with the Outcome

If you are unhappy with our final response, you may ask for a further review by a senior member of our team who has not previously been involved in the complaint. They will re-examine the evidence and our earlier decision and will either confirm or amend the outcome. This internal review is our final stage.

9. Fair Treatment of Staff and Clients

We are committed to treating all clients with respect, and we ask that our staff receive the same courtesy. We understand that you may feel frustrated when making a complaint; however, we will not tolerate abusive, threatening or discriminatory behaviour towards our team. In serious cases, we may decide to restrict communication to written correspondence or decline future bookings.

10. Using Complaints to Improve Our Service

Complaints and feedback are an important part of our quality control. We review complaints regularly to identify recurring issues, training needs and opportunities to improve our carpet and upholstery cleaning processes, equipment choices and customer service. This helps us provide a more consistent and dependable experience for households and businesses across our service area.

11. Confidentiality and Data Protection

All complaints are handled in confidence. Information you provide will be used only for investigating and resolving your complaint, improving our services, and meeting any legal or regulatory obligations. We will store and process your information securely and in line with relevant data protection requirements.

12. Updates to This Complaints Procedure

We may review and update this complaints procedure from time to time to reflect changes in our services, internal policies or legal requirements. The current version will always apply to new complaints raised with Harringay Carpet Cleaners.

If you have any questions about this procedure, or if you are unsure whether an issue should be raised as a complaint, please contact our office for guidance. We are always willing to discuss concerns and aim to resolve matters as quickly and constructively as possible.