Complaints Procedure
Haringey Carpet Cleaners Complaints Procedure
Haringey Carpet Cleaners is committed to delivering professional and reliable carpet, upholstery, and hard floor cleaning services. We aim to provide a consistent standard of work and courteous customer care throughout our service area. If you are dissatisfied with any aspect of our service, we encourage you to let us know so that we can investigate, resolve the issue, and improve our processes.
Our Approach to Complaints
We treat all complaints seriously and view them as an opportunity to put things right and learn. Our complaints procedure is designed to be clear, fair, and accessible. We will handle your concerns with respect, maintain confidentiality where appropriate, and keep you informed of progress at each stage.
We aim to:
Respond to complaints promptly and politely.
Investigate matters thoroughly and objectively.
Offer a practical solution wherever possible.
Use feedback to enhance the quality and reliability of our cleaning services.
What Counts as a Complaint
A complaint is any expression of dissatisfaction about the service you have received from Haringey Carpet Cleaners. This may include, for example:
Concerns about the quality or thoroughness of cleaning work.
Issues with punctuality, access, or adherence to agreed appointments.
Conduct or attitude of cleaning operatives while on your premises.
Disputes about pricing, invoices, or charges for additional work.
Problems with how your initial enquiry, booking, or aftercare was handled.
We also welcome general feedback and suggestions that do not require a formal complaint, and we will still take these seriously.
How to Make a Complaint
You can raise a complaint with us in the way that is most convenient for you. You may contact us verbally, for example at the time of the visit or by speaking with a member of our team, or you may contact us in writing. Written complaints are helpful because they provide a clear record of the issue and your preferred outcome.
When making a complaint, please provide as much information as possible, including:
Your full name and, if applicable, the name under which the booking was made.
The address where the cleaning service was carried out.
The date and approximate time of the service.
A description of what went wrong and how it has affected you.
Any steps already taken with our staff to resolve the matter.
What you would consider to be a satisfactory resolution, where known.
Time Limits for Complaints
To allow us to investigate effectively, we ask that you raise any concerns as soon as reasonably possible after the service has been provided. In matters relating to the standard of cleaning, it is particularly important that we are informed promptly so that we can inspect the affected areas and assess what remedial work may be appropriate.
How We Handle Your Complaint
Once we receive your complaint, we will follow these stages:
Initial acknowledgement: We will acknowledge your complaint and confirm that it is being investigated. Where the complaint is made verbally, we will summarise our understanding of the issue to ensure accuracy.
Investigation: A member of our management team will review the details, speak with the cleaning operatives involved, and, where necessary, arrange to inspect the work at your property. We aim to carry out the investigation in a balanced and impartial manner.
Proposed resolution: After the investigation, we will explain our findings and outline any proposed steps to resolve the matter. This may include, depending on the circumstances, a re-clean of certain areas, adjustments to charges, or other remedial actions that we consider fair and reasonable.
Confirmation: We will confirm the agreed solution with you. Where the complaint has been made in writing, we will also respond in writing so that you have a clear record of the outcome.
Timescales for Response
We aim to acknowledge complaints within a reasonable period and to complete our investigation without unnecessary delay. The exact time required may depend on the nature and complexity of the complaint, the need for site visits, and the availability of staff. If we anticipate that an investigation will take longer than usual, we will let you know and provide an updated timescale.
If You Are Not Satisfied With the Outcome
If you feel that your complaint has not been resolved to your satisfaction, you may ask for a further review. In this case, a more senior member of the team, who has not been directly involved in the original investigation, will reassess the matter and consider whether the outcome should be revised. We will then inform you of our final position.
Fairness and Confidentiality
We are committed to handling complaints fairly and without discrimination. Your complaint will not result in any form of unfair treatment in relation to future bookings or services. Information you provide as part of a complaint will be handled sensitively and only shared with those who need to know in order to investigate and resolve the issue.
Using Complaints to Improve Our Service
Haringey Carpet Cleaners uses information from complaints and feedback to improve how we operate across our service area. Common themes from complaints may lead to additional staff training, changes in cleaning methods, updates to our booking procedures, or improvements in customer communication. By raising a concern, you help us enhance the quality and reliability of our carpet and upholstery cleaning services.
Accessibility of This Procedure
This complaints procedure is available to all customers and prospective customers of Haringey Carpet Cleaners. If you need this information in a different format or would like it explained verbally, please let us know and we will do our best to accommodate your needs.
We appreciate your feedback and the opportunity to address any concerns. Our goal is to deliver a professional, trustworthy cleaning service and to resolve problems promptly and fairly whenever they arise.
