Complaints Procedure
Complaints Procedure for Hampstead Carpet Cleaners
Hampstead Carpet Cleaners is committed to delivering reliable, high quality cleaning services and excellent customer care. We recognise that, on occasion, things may not go as planned. This complaints procedure explains how you can raise a concern about our services, how we will handle your complaint, and the standards you can expect from us throughout the process.
Our Commitment to You
We treat every complaint seriously and use all feedback to improve our carpet, upholstery, rug and general cleaning services across our service area. Our aims when handling a complaint are to:
Listen carefully and understand what has gone wrong from your point of view.
Investigate your concerns thoroughly and impartially.
Respond in a timely and transparent manner.
Provide a fair resolution wherever it is reasonable to do so.
Learn from issues raised so we can continually improve our work and customer experience.
What This Procedure Covers
This procedure covers complaints about:
The standard or quality of cleaning services provided, including carpets, rugs, upholstery and related work.
The conduct, behaviour or professionalism of our cleaning staff or representatives.
Appointments, timekeeping, access issues or service delivery problems.
Communication, including quotations, invoicing and aftercare information.
Any aspect of our service you feel has not met the commitments we have made to you.
Raising a Complaint
If you are unhappy with any part of our service, we encourage you to let us know as soon as possible so we can put things right. In many cases, concerns can be resolved quickly and informally by speaking with us directly after the service.
When you raise a complaint, it is helpful if you can provide:
Your full name and the address where the cleaning took place.
The date and approximate time of the service.
A clear description of what went wrong and how it has affected you.
Any relevant photographs or evidence, particularly if you are concerned about damage or missed areas.
What outcome or resolution you are seeking, if you have a specific suggestion.
How to Contact Us About a Complaint
You can raise a complaint using your preferred contact method. You may contact us in writing or verbally. If you make a verbal complaint, we may ask you to confirm the details in writing so we have a clear record and can investigate efficiently.
For transparency and to avoid misunderstandings, we recommend that you keep a note of when you contacted us, who you spoke with and what was discussed.
Our Complaints Handling Stages
Stage 1: Initial Review and Acknowledgement
Once we receive your complaint, we will log it in our internal system and carry out an initial review. We aim to acknowledge complaints promptly. In our acknowledgement, we will confirm that we have received your complaint, outline the next steps and provide an estimated timescale for our response.
Stage 2: Investigation
A manager or senior member of the Hampstead Carpet Cleaners team will investigate your complaint. This may involve:
Reviewing the booking details, job sheets and any relevant notes from the cleaning visit.
Discussing the matter with the cleaning operative or team who attended your property.
Requesting further information from you if anything is unclear.
Assessing any photographs, videos or other evidence that has been provided.
We aim to complete most investigations within a reasonable period, depending on the complexity of the issue and the availability of those involved.
Stage 3: Response and Proposed Resolution
Following the investigation, we will provide you with a clear written or verbal response. This will normally include:
A summary of your complaint as we understand it.
An explanation of the steps we took to investigate.
Our findings, including whether we uphold your complaint in full, in part, or not at all.
Any actions we propose to take to resolve the matter.
Depending on the circumstances, possible resolutions may include a re-clean of specific areas, practical remedies where reasonable, a partial or full adjustment of charges, or other measures we consider fair in the situation.
If You Remain Dissatisfied
If you are not satisfied with the outcome at Stage 3, you may ask for your complaint to be reviewed again. Where possible, a different manager or senior representative will carry out this review to ensure a fresh and impartial perspective.
During this review, we will reassess the information already gathered, consider any additional details you wish to provide, and confirm whether our original decision should stand or be amended. We will then communicate our final position to you along with the reasons for our conclusion.
Timescales
We aim to handle all complaints as swiftly as possible. Actual timescales may vary depending on the complexity of the complaint, the need to gather information and staff availability. If there is likely to be a delay, we will keep you informed and provide an updated expected timeframe.
Fairness and Respect
We expect our staff to treat all customers with courtesy and respect at all times, including when handling complaints. In the same way, we ask that customers treat our team members respectfully, even when they are dissatisfied or upset. We may need to limit or end communication where behaviour becomes abusive or threatening, while still handling the underlying complaint fairly.
Using Complaints to Improve Our Service
Complaints and constructive feedback are an important part of how we improve our cleaning operations and customer service. We regularly review the nature and frequency of complaints we receive in order to identify patterns, training needs and opportunities to enhance our processes, equipment, products and communication.
By following this procedure, Hampstead Carpet Cleaners aims to resolve issues promptly, fairly and consistently, and to ensure that customers across our service area can rely on a clear and transparent approach whenever concerns arise.
