Hackney Carpet Cleaning Complaints Procedure

Hackney Carpet Cleaning is committed to providing reliable and professional carpet, upholstery and floor cleaning services. We aim to deliver a smooth customer experience from booking through to completion of the work. However, we recognise that occasionally things can go wrong. This complaints procedure explains how you can raise a concern about our service, how we will respond, and what you can expect from us at each stage.

Our Commitment to You

We treat all complaints seriously and use them as an opportunity to review and improve our services. Our goals when handling any complaint are to listen carefully, respond promptly, act fairly and transparently, and put things right where we reasonably can. We will always do our best to resolve issues informally in the first instance, while still following a clear and structured process.

What This Procedure Covers

This complaints procedure applies to all services provided by Hackney Carpet Cleaning, including carpet cleaning, rug cleaning, upholstery cleaning, stain removal and associated work carried out at homes or commercial premises. It covers concerns about the quality of our work, the conduct of our staff, scheduling issues, damage allegedly caused during cleaning, or any other aspect of the service you have received from us.

Raising a Complaint

If you are unhappy with any part of our service, we encourage you to raise the matter as soon as possible. In many cases, issues can be resolved quickly by discussing them directly with the cleaning technician on site or with our customer care team. Please provide as much detail as you can, including the date of the service, the address where the work took place, the areas cleaned, and a clear description of your concerns. Where relevant, it is helpful if you can describe the condition of the carpets or upholstery before and after the clean.

Time Limits for Complaints

To allow us to investigate effectively, we ask that you raise any complaint within a reasonable time of the service being carried out. For most issues, this will be within seven days of the cleaning visit. Complaints about alleged damage to items or fibres should be reported as soon as possible and before any further cleaning or treatment is carried out by another provider, so that we can properly assess the situation.

Stage One: Informal Resolution

Stage One is intended to resolve issues quickly and informally. Once you raise a concern, a member of our team will review the details and may contact you to clarify the facts or request additional information. We may ask for photographs, item descriptions or other supporting information to help us understand the issue fully. Wherever possible, we will try to resolve your concern at this stage, which may include offering advice, arranging a return visit to inspect or re-clean specific areas, or providing an explanation of the methods and results that can reasonably be expected.

Stage Two: Formal Investigation

If you are not satisfied with the outcome at Stage One, or if the matter is more complex, the complaint will move to Stage Two. At this stage, your complaint will be reviewed by a manager or senior member of staff who was not directly involved in the original service, where possible. They will examine all the information provided, speak to the cleaning technician if relevant, and may request further details from you.

During the formal investigation, we will assess whether our work met agreed specifications, whether industry-standard methods and products were used, and whether our team followed our internal procedures. We aim to provide a written response setting out our findings, any conclusions we have reached, and any proposed actions or remedies.

Possible Outcomes and Remedies

Depending on the nature of your complaint and the outcome of our investigation, we may take one or more of the following actions: provide further explanation or clarification about what has happened and why, arrange a complimentary or discounted re-clean of affected areas where we consider the original work to be below our normal standards, offer an adjustment, reduction or refund on the service fee where appropriate, review and improve our internal processes or staff training to reduce the likelihood of similar issues arising in future.

Where a complaint relates to alleged damage or loss, we will consider the circumstances carefully and assess whether there is evidence that our actions were responsible. We may request independent advice or assessment where this is reasonable and proportionate.

Timescales for Response

We will acknowledge your complaint as soon as reasonably practicable after receiving it. Our aim is to provide a full response or a clear update within a reasonable time frame, taking into account the complexity of the issues and the need to gather information. If we cannot provide a final response within this period, we will let you know and explain the reason for the delay, together with an estimated time for completion of the investigation.

Your Responsibilities

We ask that you cooperate with our investigation by providing accurate information, responding to reasonable requests for further details, and allowing us access to the property for inspection if required. It is also important that you follow any aftercare advice we provide for carpets, rugs and upholstery, as incorrect treatment after our visit may affect both the results and our ability to assess your complaint.

Confidentiality and Data Protection

All complaints will be handled in confidence and in line with applicable data protection requirements. Information you provide will only be shared with staff or specialists who need it in order to investigate and resolve your complaint. We may keep a record of complaints and outcomes to help us monitor service quality and improve our procedures.

Continuous Improvement

Feedback, including complaints, is an important part of how Hackney Carpet Cleaning maintains and improves service standards. We regularly review the nature and frequency of complaints, looking for patterns and opportunities to refine our cleaning methods, staff training, communication and scheduling. By raising concerns with us, you help us to deliver a more reliable, consistent and professional service to all customers.

Closing a Complaint

A complaint will be considered closed when we have provided you with a clear response setting out our findings and any actions we propose to take, and when any agreed remedy has been carried out. If, after receiving our final response, you remain dissatisfied, you may choose to seek independent advice about any further steps that may be open to you. This procedure does not affect any statutory rights you may have.

We appreciate all feedback and thank you for taking the time to let us know if our carpet and upholstery cleaning service has not met your expectations. Our team is committed to learning from every complaint and to treating all customers respectfully and fairly throughout the process.