Complaints Procedure for Harrow Carpet Cleaners
Harrow Carpet Cleaners is committed to providing reliable, professional carpet and upholstery cleaning services across the local area. We take all concerns and complaints seriously and use them to improve our services and customer experience. This Complaints Procedure explains how you can raise a complaint and how we will handle it from start to finish.
Our Commitment to You
We aim to deliver a consistent, high standard of cleaning and customer care on every visit. If something goes wrong, we want to hear about it so we can put matters right as quickly as possible. We are committed to treating every complaint fairly, respectfully and without discrimination, regardless of the outcome.
We will always try to resolve issues informally in the first instance, but where this is not possible, this formal procedure will apply.
What Counts as a Complaint
A complaint is any expression of dissatisfaction about our carpet, rug, upholstery, mattress, end of tenancy or related cleaning services, whether justified or not. This may include, for example:
Concerns about the quality of the cleaning service you received, such as missed areas, stains not treated as agreed, or issues arising soon after the service.
Problems with conduct, attitude or behaviour of our cleaning technicians or office staff.
Disagreement about the service booked compared with the service delivered, including the scope of work or the time allocated.
Issues with appointments, such as lateness, missed visits, or insufficient notice of changes where this was within our control.
Concerns about how we have handled your personal data or your property while on site.
How to Make a Complaint
You can make a complaint verbally or in writing. While we accept verbal complaints, we encourage you to put your complaint in writing wherever possible. This helps us understand your concerns clearly and investigate thoroughly.
When submitting a complaint, please provide the following information:
Your full name and the address where the cleaning service took place.
The date and approximate time of the service.
A clear description of what went wrong and how it has affected you.
Any steps already taken to try to resolve the issue informally.
Any photographs or other evidence you feel may be relevant to your complaint.
We ask that complaints are raised as soon as reasonably possible after the service, ideally within a few days, so that we have the best chance to investigate and put things right.
Stages of Our Complaints Process
Stage 1: Initial Review and Acknowledgement
Once we receive your complaint, we will review the details and acknowledge receipt. We aim to acknowledge all written complaints within a reasonable time frame. During this stage, we may contact you to clarify any points and to ensure we fully understand your concerns.
Where appropriate, we will attempt to resolve straightforward issues at this stage through discussion, explanation and, where agreed, practical steps such as a re-clean or partial service adjustment.
Stage 2: Investigation
If your complaint cannot be resolved immediately, it will be passed for a more detailed investigation. This may include:
Reviewing your booking details, job notes and any relevant photographs or technician reports.
Speaking with the cleaning technicians and any staff involved in your booking or service.
Reviewing our policies, procedures and any relevant guarantees or service standards.
We aim to complete investigations within a reasonable timeframe, depending on the complexity of the matter. If the investigation is likely to take longer, we will inform you and keep you updated on progress.
Stage 3: Response and Outcome
Once the investigation is complete, we will provide you with a written response. This response will aim to:
Summarise your complaint and the key issues raised.
Explain what we have investigated and the information considered.
Set out our findings and conclusions.
Confirm any steps we will take to put things right or improve our service in future.
Where a complaint is upheld in full or in part, possible outcomes may include a re-clean of certain areas, a service credit, a partial refund or other reasonable remedy appropriate to the circumstances. Where a complaint is not upheld, we will explain our reasons clearly.
If You Are Unhappy with the Outcome
If you remain dissatisfied after receiving our final response, you may ask for a further review. You should explain which aspects of the decision you disagree with and why. We will then reconsider your complaint, including any new information provided, and issue a final position.
After this stage, our internal complaints procedure will be considered exhausted. You may then choose to seek independent advice or explore any external options that may be available to you, depending on the nature of the complaint.
Timescales and Expectations
We aim to deal with all complaints promptly and fairly. While some issues can be resolved within a short time, others may require more detailed investigation. We will keep you informed where there are unavoidable delays and will always try to reach a conclusion as soon as reasonably possible.
We may close a complaint where we are unable to progress it because we do not receive requested information or clarification from you. In such cases, we will contact you to explain why the complaint is being closed and what you can do if you wish to reopen it.
Using Complaints to Improve Our Services
Harrow Carpet Cleaners values feedback from customers across our service area. Complaints help us identify areas where our cleaning processes, staff training or customer communication can be improved. We regularly review complaints data and outcomes to reduce the likelihood of similar issues arising in future.
By following this Complaints Procedure, we aim to ensure that every concern is handled professionally, transparently and with respect, while maintaining our commitment to delivering dependable, high quality cleaning services throughout the communities we serve.