Complaints Procedure for Carpet Cleaning Harrow
Carpet Cleaning Harrow is committed to delivering reliable and professional cleaning services for homes and businesses. We recognise that, on occasion, things may not go as planned. This Complaints Procedure explains how you can tell us if you are unhappy with any aspect of our service, how we will respond, and what you can expect at each stage.
Our Commitment to You
We aim to handle all complaints fairly, consistently and promptly. We use feedback to improve our services, staff training and quality control processes. Every complaint is taken seriously and handled with respect and professionalism.
We encourage you to raise any concerns as soon as possible so we can address them quickly, ideally while the work is still recent and fresh in everyone’s mind.
What This Procedure Covers
This procedure applies to complaints about:
Quality of cleaning services, including carpet, upholstery, rug, and related cleaning work. Professional conduct, behaviour or attitude of our cleaners or representatives. Adherence to agreed booking times, schedules and service specifications. Charges, invoices, and any service-related administrative issues.
It does not cover matters outside our control, such as faults with third-party products or services not provided by us.
How to Make a Complaint
You can make a complaint verbally or in writing. While we accept verbal complaints, we recommend that you set out your concerns in writing so that there is a clear record of the issues and the outcome you are seeking.
When submitting a complaint, please provide:
Your full name and preferred contact method. The address where the cleaning service took place. The date and approximate time of the service. A clear description of what went wrong or did not meet your expectations. Any supporting information, such as photographs, invoices or job references.
Providing as much detail as possible helps us investigate thoroughly and respond more efficiently.
Timescales for Raising a Complaint
We ask that you raise any complaint as soon as reasonably possible, preferably within 7 days of the service being carried out. Complaints made much later than this may be more difficult to investigate fully, especially where evidence is no longer available or conditions at the property have changed.
Our Complaints Handling Stages
Stage 1: Initial Review and Acknowledgement
Once we receive your complaint, we will log it in our internal system. We will then:
Acknowledge receipt of your complaint. This will normally be within 2 working days. Confirm who will be responsible for handling your complaint. Clarify any points if we need further information from you.
At this stage we may be able to resolve straightforward issues quickly, for example by explaining a misunderstanding, correcting a minor error, or arranging a return visit to address a specific area.
Stage 2: Investigation
If your complaint requires further investigation, we will:
Review relevant booking details, job notes and any communications. Speak with the cleaners or staff involved, where applicable. Assess any photographs or evidence you have provided. If appropriate, request permission to revisit the property to inspect the work.
We aim to complete our investigation and provide a full response within 10 working days of acknowledging your complaint. If, for any reason, we need more time, we will let you know and advise when you can expect a final reply.
Stage 3: Response and Resolution
After we have investigated, we will write to you with our findings. Our response will explain:
What we have found following our investigation. Whether your complaint is upheld in full, in part, or not upheld. Any corrective action we will take, where appropriate.
Depending on the circumstances, possible resolutions may include:
Arranging a re-clean of specific areas. Providing guidance on aftercare or maintenance where this may have affected results. Offering a partial or full adjustment of charges where justified. Explaining why no further action is appropriate, if we find that the service was delivered in line with our commitments.
If You Are Not Satisfied with the Outcome
If you are unhappy with our Stage 3 response, you may request a further review. You should do this as soon as possible after receiving our decision, setting out why you remain dissatisfied and what outcome you are seeking.
For a further review, your complaint will be considered by a more senior member of our team who was not directly involved in the original investigation. They will re-examine the complaint, the steps taken, and the decision reached. We will aim to provide a final written response following this review within 10 working days.
Working with You During the Process
We ask that all communication throughout the complaint process remains courteous and respectful. Our staff will do the same. We may close a complaint where abusive or threatening behaviour occurs, or where we are unable to obtain the necessary information to investigate properly.
We may also close a complaint if it becomes clear that we cannot reasonably meet the outcome requested, even though we have taken all appropriate steps to investigate and respond.
Using Complaints to Improve Our Service
We regard every complaint as an opportunity to learn. Information from complaints is regularly reviewed to identify patterns, training needs and areas of improvement in our carpet and upholstery cleaning services. This may lead to updates in our procedures, equipment, staff training, and quality checks.
Confidentiality and Data Protection
All complaints are handled in confidence. Information you provide will only be shared with those who need it to investigate and respond. We will handle your personal data securely and in line with applicable data protection requirements.
Keeping a Record of Your Complaint
For transparency and accountability, we keep a record of each complaint, including the nature of the issue, the steps taken, and the outcome. These records help us ensure consistent handling and allow us to review how effectively we resolve problems over time.
Review of this Complaints Procedure
This Complaints Procedure is reviewed regularly to ensure it remains clear, fair and effective. Any changes will apply to complaints received after the updated procedure is published.
By setting out this procedure, Carpet Cleaning Harrow aims to ensure that all customers across our service areas know exactly how to raise concerns and can trust that they will be managed promptly, fairly and professionally.
Carpet Cleaning
Upholstery Cleaning
End Of Tenancy Cleaning
Domestic Cleaning
House Cleaning
Office Cleaning
