Hackney Carpet Cleaners Complaints Procedure
Hackney Carpet Cleaners is committed to providing reliable, professional carpet and upholstery cleaning services. We aim to deliver high standards on every visit, but we recognise that occasionally things may not go as expected. This Complaints Procedure explains how you can raise a concern, how we will respond, and what you can expect from us at each stage.
Purpose of this Complaints Procedure
The purpose of this procedure is to give all customers a clear, fair and transparent route to express dissatisfaction with any aspect of our cleaning services. It covers issues related to the quality of work, conduct of our staff, timeliness of service, booking and billing errors, and any other problem connected to services provided by Hackney Carpet Cleaners in our operating area.
We use all complaints as an opportunity to review and improve our processes. Your feedback helps us maintain consistent standards for carpet, rug, upholstery and general floor cleaning.
What Counts as a Complaint
A complaint is any expression of dissatisfaction, whether written or verbal, that requires a response from us. This may include, but is not limited to:
Unsatisfactory cleaning results on carpets, rugs, upholstery or hard floors.
Damage or suspected damage to items or property during a visit.
Missed or significantly delayed appointments without adequate notice.
Concerns about the behaviour, attitude or professionalism of our staff.
Disputes about prices, quotes, invoices or payment arrangements.
Issues with communication before, during or after a booking.
If you are unsure whether your concern is a complaint, please contact us and we will treat it appropriately.
How to Make a Complaint
You can make a complaint in writing or verbally. While we accept complaints in any reasonable format, we encourage customers to provide written details where possible, as this helps us keep accurate records and investigate effectively.
When submitting a complaint, please provide the following information so we can help you quickly:
Your full name and the address where the service took place.
The date and approximate time of the service.
A clear description of the issue and how it has affected you.
Any relevant supporting information, such as photographs of the affected area, copies of invoices, or the name of the cleaner if known.
Any steps you have already taken with our team to try to resolve the issue informally.
Timeframe for Raising a Complaint
To help us investigate efficiently, we ask that you raise any complaint as soon as reasonably possible after the service, ideally within 7 days. Some issues, such as visible cleaning results or marks on carpets and furniture, are much easier to assess and resolve soon after the visit.
We will still consider complaints raised later than this, but our ability to investigate and offer practical solutions may be more limited as time passes.
Informal Resolution
Where appropriate, we will always try to resolve complaints informally and quickly. Often, a concern can be settled by a follow-up discussion, clarification of what was agreed, or arranging a return visit to address missed areas.
If you are not satisfied with an initial informal response, or if the issue is serious, you may ask for it to be handled under our formal complaints procedure as described below.
Formal Complaints Procedure: Stages and Timescales
Stage 1: Acknowledgement
Once we receive your complaint, we will record it in our internal system. We aim to acknowledge all formal complaints within 3 working days. In the acknowledgement, we will confirm that we have received your complaint, outline the next steps, and indicate when you can expect a full response.
Stage 2: Investigation
Your complaint will be reviewed by a manager or an appropriate senior member of staff who was not directly involved in the original service, where possible. The investigation may include:
Reviewing your booking details, service notes and invoice.
Speaking with the cleaner or team who attended your property.
Reviewing any photographs or evidence you have provided.
In some cases, arranging a visit to inspect the carpet, upholstery or affected areas.
Stage 3: Response and Outcome
We aim to provide a full written response within 10 working days of acknowledging your complaint. If we need more time due to the complexity of the issues or the need for further inspection, we will let you know and provide an updated timescale.
Our response will outline:
Our understanding of your complaint.
Details of the investigation carried out.
Our findings and whether the complaint is upheld in full, in part, or not upheld.
Any proposed resolution or remedial action.
Possible Outcomes and Remedies
Depending on the nature and outcome of the investigation, remedies may include one or more of the following:
A clear explanation or clarification where there has been a misunderstanding.
A return visit to re-clean carpets, upholstery or other specified areas.
A partial or full refund where appropriate.
An offer of a discounted or complimentary future service.
Internal training or disciplinary action where conduct or performance has fallen below our standards.
Any remedy will be tailored to the specific circumstances and what is reasonable and proportionate in each case.
If You Are Not Satisfied with the Outcome
If you remain unhappy after receiving our formal response, you may request that your complaint is reviewed by a more senior member of our management team, where available. They will consider whether the complaint has been handled fairly and in line with this procedure, and whether the outcome is reasonable based on the information available.
You also have the right to seek independent advice or guidance, or to pursue any other remedies that may be available to you under consumer law.
Data Protection and Confidentiality
All complaints are handled in line with our obligations under data protection legislation. Information you provide will be used only for the purposes of investigating and resolving your complaint, managing our services and meeting any legal or regulatory requirements. We will keep your information secure and will not share it with third parties except where required by law or with your consent.
Continuous Improvement
We regularly review complaints and feedback to identify patterns, training needs and opportunities to improve our carpet and upholstery cleaning services. This helps us maintain high standards for customers throughout our service area and reduce the likelihood of similar issues occurring in the future.
By outlining this Complaints Procedure, Hackney Carpet Cleaners aims to ensure that all customers know how to raise concerns and can trust that any complaint will be taken seriously, investigated thoroughly and resolved as fairly as possible.
