Hackney Carpet Cleaners Complaints Procedure

Hackney Carpet Cleaners is committed to delivering reliable, professional carpet and upholstery cleaning services throughout our local area. We aim to provide a consistently high standard of work, but we recognise that, on occasion, customers may feel that their expectations have not been fully met. This Complaints Procedure explains how you can raise a concern about our services and how we will manage and resolve your complaint.

Purpose of this Complaints Procedure

The purpose of this procedure is to provide a clear, fair and transparent process for customers who wish to complain about any aspect of our services. It ensures we handle complaints promptly, listen carefully to feedback, and use the information to continually improve our carpet and upholstery cleaning operations.

This procedure applies to all domestic and commercial customers who have used Hackney Carpet Cleaners for any cleaning service, including carpets, rugs, upholstery, and related treatments.

What We Class as a Complaint

A complaint is any expression of dissatisfaction, whether verbal or written, about the standard of service you have received from Hackney Carpet Cleaners. This may include, for example:

Concerns about the quality or effectiveness of a cleaning service, such as staining, residues or odours remaining after work is completed. Issues with punctuality, conduct, or attitude of our technicians or representatives. Disagreement regarding pricing, additional charges, or information provided before or after the service. Concerns about damage to property or belongings which you believe resulted from our work. Any other matter where you feel we have not delivered the service agreed or advertised.

We treat all complaints seriously and will investigate them thoroughly and impartially.

How to Make a Complaint

You can raise a complaint with Hackney Carpet Cleaners using any written method that suits you. When submitting your complaint, please provide as much detail as possible so we can understand and investigate the matter efficiently. The following information is especially helpful:

Your full name and the address where the service took place. The date and approximate time of the cleaning appointment. A clear description of what went wrong and what outcome you are seeking. Any photographs, notes, or supporting information that illustrate the issue. Reference numbers or names of staff members you have already spoken to, if applicable.

If you raise a concern verbally at the time of your appointment, our technician will make every effort to resolve it on the spot. If this is not possible or you remain dissatisfied, you may progress the matter as a formal complaint in writing.

Time Limits for Raising a Complaint

To allow a fair and accurate investigation, we ask that you raise any complaint about our services as soon as reasonably possible. Ideally, complaints should be made within 7 days of the service date, especially where the issue relates to visible cleaning results or possible damage. Complaints raised after this period may be more difficult to assess, but we will still review the matter and respond where we reasonably can.

How We Handle Your Complaint

Once we receive your complaint, we will follow these steps:

Acknowledgement: We will acknowledge receipt of your complaint and confirm that it is being reviewed. This will usually be done within a few working days.

Investigation: A manager or suitably senior member of staff will investigate your concerns. This may involve reviewing job records, speaking with the technician who attended, and, where appropriate, arranging an inspection of the affected areas at your property.

Communication: We may contact you to clarify details or to request further information. This helps us reach a fair and accurate understanding of what has happened.

Outcome: Once the investigation is complete, we will provide you with a written response setting out our findings, any proposed resolution, and the reasons for our decision.

We aim to complete our investigation and provide a substantive response within 14 working days of receiving your complaint. If, for any reason, we need more time, we will let you know and provide an updated timescale.

Possible Resolutions

Where a complaint is upheld, our priority is to put things right in a reasonable and practical way. Depending on the nature of the issue, this may include one or more of the following:

Arranging a return visit to re-clean the affected carpets, rugs, or upholstery. Offering practical advice on aftercare where this may help address the problem. Providing a partial or full refund where appropriate. Offering a credit towards future services. Providing an explanation or apology where a service has not met our usual standards.

Any resolution will be assessed on a case by case basis, taking into account the service booked, the condition of items before cleaning, the information provided at the time of booking, and the findings of our investigation.

When You Are Not Satisfied with the Outcome

If you remain unhappy with our final response, you may ask us to review the matter again. A different manager or senior representative will re-examine the complaint, the investigation and the proposed resolution. Following this review, we will provide you with a further written response. This second response will represent the final position of Hackney Carpet Cleaners on the matter.

Limitations of Liability

While we take all complaints seriously, our ability to offer remedies may be limited in certain circumstances, such as where pre-existing damage was present, where instructions or aftercare guidance were not followed, or where the nature and age of carpets or fabrics inherently restrict the achievable cleaning results. These factors will always be considered during our assessment and will be clearly explained in our response.

Using Feedback to Improve Our Services

Every complaint we receive is logged and reviewed so we can identify patterns, training needs, or changes that could improve our carpet and upholstery cleaning services. By sharing your concerns with us, you help Hackney Carpet Cleaners maintain and raise service standards across our local customer base.

This Complaints Procedure is reviewed regularly to ensure it remains clear, fair, and effective for all our customers.