Complaints Procedure for Carpet Cleaners Hampstead

Carpet Cleaners Hampstead is committed to providing reliable, high quality carpet and upholstery cleaning services. We recognise that, on occasion, our service may not fully meet customer expectations. This complaints procedure explains how you can raise a concern, how we will respond, and what you can expect from us throughout the process.

Our Commitment to You

We aim to deal with every complaint promptly, fairly and consistently. We use feedback and complaints to review our work, improve our systems and maintain a high standard of professional cleaning services across the area we serve.

All complaints are treated with respect and confidentiality. We will never discriminate against a customer for raising a concern about our service.

What This Procedure Covers

This procedure applies to complaints related to:

Quality of carpet, rug, upholstery, mattress or hard floor cleaning services provided by Carpet Cleaners Hampstead.

Conduct, behaviour or professionalism of our cleaning technicians or office team.

Adherence to agreed appointments, including punctuality and access arrangements.

Damage or perceived damage to property during a cleaning visit.

Invoices, pricing, clarity of quotations and agreed work specifications.

If you have a concern that does not fall into one of these categories, you may still raise it with us and we will direct it to the most appropriate person or process.

How to Make a Complaint

We encourage you to contact us as soon as possible after the issue arises, ideally within a reasonable time following the service. This allows us to investigate fully and, where possible, put things right quickly.

You can make a complaint verbally or in writing. When submitting a complaint, please provide the following information where possible:

Your full name and the address where the cleaning service was carried out.

The date and approximate time of the service.

A clear description of the issue, including specific areas or items of concern such as particular rooms or pieces of furniture.

Any photos or evidence you feel support your complaint, for example images of areas you believe were missed or damaged.

Your preferred method of contact so we can respond effectively.

Initial Response and Acknowledgement

Once we receive your complaint, we will acknowledge it within a reasonable timeframe. In most cases, this will be within a few working days. Our acknowledgement will confirm:

That we have received your complaint.

The name or role of the person responsible for handling it.

Any further information we may need from you at this stage.

We may contact you for clarification if details are incomplete or if we require more information to understand the issue fully.

Investigation Process

Every complaint is investigated thoroughly and objectively. Depending on the nature of your concern, the investigation may include:

Speaking with the cleaning technician or team who attended your property.

Reviewing job notes, booking information and any relevant internal records.

Examining photographs, if available, taken before or after the cleaning.

Where appropriate, arranging a revisit to your property to inspect the issue on site.

We will aim to complete our investigation promptly, typically within a set period from the date of acknowledgement. If we require more time, we will let you know and explain the reason for the delay.

Outcomes and Resolution

Once the investigation is complete, we will inform you of the outcome and any steps we will take. Depending on the circumstances, possible resolutions may include:

Providing a clear explanation or clarification where a misunderstanding has occurred.

Offering a re-clean of specific areas or items that did not meet the expected standard.

Agreeing a partial or full refund, where appropriate and in line with our terms and conditions.

Offering another form of goodwill gesture, where suitable, to help restore your confidence in our services.

We will always explain the reasons for the decision we reach and the basis on which it has been made.

Follow Up and Ongoing Communication

Our aim is not only to resolve the immediate issue, but also to ensure you feel heard and respected throughout the process. We will:

Keep you informed of progress if an investigation takes longer than anticipated.

Confirm any agreed actions and timescales.

Follow up, where necessary, after remedial work or re-cleans to ensure you are satisfied with the outcome.

Escalating Your Complaint

If you are not satisfied with the way your complaint has been handled or with the outcome offered, you may request that the matter be reviewed by a more senior member of the Carpet Cleaners Hampstead management team.

When asking for an escalation, please explain why you are unhappy with the initial response and what you feel would constitute a fair resolution. The reviewing manager will re-examine the details and may contact you for further discussion before reaching a final decision.

Using Feedback to Improve Our Service

We value all feedback, both positive and negative. Complaints help us identify patterns, address training needs and improve our cleaning methods, customer service and booking processes across our operating area.

Examples of improvements we may make as a result of complaints include refining our cleaning checklists, adjusting technician training, clarifying our quotations and pre-service information, or tightening our timekeeping and communication procedures.

Confidentiality and Data Protection

All complaints are handled with discretion. Information you share with us as part of this procedure is recorded and stored securely in line with our data protection responsibilities. Details of your complaint will only be shared internally with those who need to know in order to investigate and resolve the matter.

Review of This Procedure

This complaints procedure is reviewed periodically to ensure it remains clear, fair and effective. Carpet Cleaners Hampstead reserves the right to update or amend this procedure when necessary, for example to reflect changes in our services, industry practices or legal requirements. Any updated version will apply to new complaints from the date it is published.