Complaints Procedure
Haringey Carpet Cleaning Complaints Procedure
Haringey Carpet Cleaning is committed to providing a reliable and professional cleaning service. We recognise that, on occasion, things may not go as planned. When this happens, we want to know about it so we can put matters right and improve our service. This complaints procedure explains how you can raise a concern, how we handle complaints, and what you can expect from us at each stage of the process.
Purpose of This Complaints Procedure
The purpose of this procedure is to provide a clear, fair, and consistent approach to handling complaints from our customers. It applies to all carpet, upholstery, and related cleaning services carried out by Haringey Carpet Cleaning across our service area. Our aim is to resolve issues quickly and informally where possible, while keeping you fully updated throughout.
What Counts as a Complaint
A complaint is any expression of dissatisfaction about our services, staff, or the way we have handled a previous concern, where you are seeking a response or resolution. Examples include, but are not limited to:
Service quality, such as areas that appear to have been missed, stains that were not treated as agreed, or damage you believe occurred during the cleaning visit.
Conduct or behaviour of our operatives or office team during bookings, visits, or follow-up communication.
Issues with scheduling, access, or other aspects of how your appointment was organised or managed.
Concerns about how a previous complaint or query was handled.
We treat all complaints seriously, whether they are minor issues that can be quickly resolved or more complex concerns that require a formal investigation.
How to Make a Complaint
You can raise a complaint using any written method that is convenient for you. When submitting your complaint, please include the following information so we can investigate efficiently:
Your full name and the address where the service was carried out.
The date and approximate time of the service or incident.
A clear description of what went wrong and how this has affected you.
Any relevant photographs or other evidence, such as notes or messages.
Your preferred outcome, for example a re-clean of specific areas or another form of resolution.
We encourage you to raise your complaint as soon as possible after the service, ideally within a short time frame, so that we can investigate while details are still recent and easier to verify.
Informal Resolution Stage
Where appropriate, we will always try to resolve your concerns informally first. If you contact us shortly after the service to highlight a problem, we may be able to address it quickly without the need for a formal complaint. This could include:
Clarifying what was agreed in your booking and checking whether this was followed.
Arranging a prompt revisit to inspect the work in person.
Offering a re-clean of specific areas where service standards have not been met.
If you are not satisfied with the outcome of the informal stage, or if the issue is serious or complex, you can ask for your concern to be treated as a formal complaint.
Formal Complaints Process
Once we receive your formal complaint, we will acknowledge it in writing. The acknowledgement will confirm that we have received your complaint and outline the next steps in the process. We will assign your complaint to a member of our management team, who will be responsible for reviewing and investigating the matter.
The investigation may include:
Reviewing your booking details, service notes, and any relevant photographs or records.
Speaking to the cleaning operatives or staff involved in the visit or communication.
Assessing whether our usual procedures were followed correctly.
Considering any health and safety, property access, or environmental factors that may be relevant.
We aim to complete our investigation and provide you with a detailed response within a reasonable time frame. If we need more time due to the complexity of the issue, we will inform you of the delay and provide an updated timescale.
Our Response and Possible Outcomes
When the investigation is complete, we will provide you with a written outcome. This response will explain:
What we have understood your complaint to be.
What steps we took to investigate the matter.
Our findings based on the information available.
Any actions we propose to take to resolve the issue.
Depending on the nature of the complaint and our findings, possible outcomes may include:
A re-clean of specific areas that did not meet our usual standards.
An apology and explanation, if we conclude that we did not meet your expectations.
Changes to our internal processes or staff training to prevent similar issues.
Other appropriate remedies, considered on a case-by-case basis.
If You Are Unhappy With the Outcome
If you are not satisfied with our final response, you may ask for your complaint to be reviewed by a senior member of our team who was not involved in the original investigation. This review will focus on whether the complaint was handled fairly and in line with this procedure, and whether the outcome was reasonable in light of the evidence available.
Our Commitment to Fairness and Improvement
We treat all complaints confidentially and with respect. We do not discriminate against customers who raise concerns in good faith, and your right to receive a professional cleaning service is not affected by using this procedure. We regularly review complaints data to identify patterns, improve training, and enhance our processes. By telling us when something has gone wrong, you help Haringey Carpet Cleaning maintain high standards and deliver better service across the local area.
