Complaints Procedure

Harringay Carpet Cleaning Complaints Procedure

Harringay Carpet Cleaning is committed to delivering reliable, professional cleaning services and a positive experience for every customer. We recognise that, on occasion, you may feel that our service has not met your expectations. This Complaints Procedure explains how you can raise a concern, how we will handle it, and what you can expect from us at each stage.

Our Commitment to Handling Complaints

We treat all feedback and complaints seriously and use them to improve our carpet, upholstery and related cleaning services. Our aims when dealing with a complaint are to:

Respond promptly and politely
Listen carefully and understand what went wrong
Put things right wherever possible
Learn from the issue to help prevent it from happening again

What We Class as a Complaint

A complaint is any expression of dissatisfaction about our cleaning services, our staff, our communication, or any part of your experience with Harringay Carpet Cleaning, where you would like a response or resolution. This may include concerns about the standard of cleaning, punctuality, behaviour, invoicing, or how we have handled a previous query.

Raising a Complaint

You can raise a complaint in writing or verbally. Providing as much detail as possible will help us investigate and resolve the matter quickly. Please include:

Your full name and any booking reference
The date and time of the service
The address where the service took place
A clear description of the issue
Any steps already taken to resolve the matter with our team

If your complaint relates to specific areas of your property, it is helpful to tell us which rooms or items are affected and how, for example remaining stains, damage, or missed areas.

Timeframe for Making a Complaint

We encourage customers to contact us as soon as possible after the service so that we can investigate effectively. For cleaning quality issues, it is best to raise your concern within 48 hours of the visit, while the details are still clear and the condition of the cleaned areas has not changed significantly.

How We Will Respond

Once we receive your complaint, we will:

Acknowledge your complaint and record the details
Review the information provided and any relevant booking notes
Speak to the cleaning team involved, where appropriate
Assess what went wrong and how it can be put right

We aim to provide an initial response within a reasonable timeframe, explaining the steps we are taking and when you can expect a further update or outcome.

Investigation and Resolution

Our investigation may include reviewing our job records, speaking with the cleaners who attended your property, and assessing any evidence you provide, such as photographs or written notes. After we have considered all the information, we will explain our findings and any proposed resolution. Depending on the circumstances, this may include:

Offering a re-clean of the affected areas where appropriate
Providing advice on how identified issues can be addressed
Offering a partial or full adjustment, in line with our terms and conditions
Explaining why we believe the service was delivered in accordance with our standards

We will always aim to resolve complaints in a way that is fair and proportionate to the issue raised and consistent with our service policies.

Keeping You Informed

During the complaints process, we will keep you informed of our progress. If we need additional information to complete our investigation, we will contact you with clear questions. Where more time is required, for example if several staff members need to be consulted, we will let you know and provide an updated timescale.

If You Are Not Satisfied With the Outcome

If you are unhappy with the outcome of your complaint, you can ask for the decision to be reviewed. In this case, your complaint will be considered by a more senior member of the Harringay Carpet Cleaning team, who will:

Reassess the details of your complaint
Review how the original investigation was carried out
Consider whether the outcome was reasonable and consistent
Confirm whether the original decision is upheld or if an alternative resolution is appropriate

We will then provide you with a final response explaining our decision and any further steps we can offer.

Fair Treatment and Confidentiality

You will be treated with respect at all times when making a complaint. We expect our team and our customers to communicate in a courteous and constructive way. Complaints are handled in confidence and information is only shared with staff who need it in order to investigate and respond.

Using Complaints to Improve Our Service

We value complaints as an important source of feedback. Harringay Carpet Cleaning reviews complaint patterns to identify areas where training, procedures or communication can be improved. This helps us to maintain and, where possible, raise the standard of our cleaning services and customer care across our service area.

Changes to This Complaints Procedure

We may update this Complaints Procedure from time to time to reflect changes in our services, business practices, or applicable guidance. Any updates will take effect from the date they are published as our current procedure. You are welcome to request information about our most recent complaints process at any time.

If you have any concerns about our carpet, rug, upholstery or related cleaning services, we encourage you to contact us so that we can address the matter promptly and work towards a satisfactory resolution.