Complaints Procedure
Complaints Procedure at Highbury Carpet Cleaners
Highbury Carpet Cleaners is committed to providing reliable, professional carpet and upholstery cleaning services. We recognise that, on occasion, things may not go as planned. This Complaints Procedure explains how you can raise a concern with us, how we will respond, and what you can expect at each stage of the process.
Our Commitment to You
We aim to deliver a consistent, high standard of service to all customers across our service area. When we receive a complaint, we will:
Listen carefully and treat your concern seriously and respectfully.
Record the details accurately so we fully understand the issue.
Investigate what has happened and why.
Respond within reasonable and clearly stated timeframes.
Take fair and proportionate action to put things right where appropriate.
Use your feedback to improve our services and staff training.
What Counts as a Complaint
A complaint is any expression of dissatisfaction about our carpet, rug, upholstery, or related cleaning services, whether the issue concerns:
The standard or quality of the cleaning work.
The behaviour, attitude, or conduct of our technicians or office staff.
Appointments, punctuality, or access issues at the property.
Quotations, pricing, or clarity of information provided.
Damage or alleged damage to property or furnishings.
Any aspect of our communication or customer care.
How to Make a Complaint
You can raise a complaint as soon as you become aware of an issue. The sooner you tell us, the easier it is for us to investigate and resolve it. You may contact us by your usual communication method with Highbury Carpet Cleaners and provide the following:
Your full name and the service address.
The date of the clean and, if known, the name of the technician.
A clear description of what went wrong and when you first noticed it.
Any supporting information that may help us, such as photographs of the area of concern or details of previous conversations with our team.
Whether you would prefer a call back or written response.
Stage One: Initial Response
Once we receive your complaint, we will:
Acknowledge your complaint as soon as reasonably possible.
Check any relevant booking records, notes, and technician reports.
Contact you if we need more information or clarification.
We aim to provide an initial response promptly. In many straightforward cases, we will try to resolve the matter at this stage by explaining what happened and, where appropriate, offering a practical solution.
Stage Two: Investigation and Resolution
If your complaint cannot be resolved immediately, or if it involves more complex issues such as alleged damage or recurring cleaning concerns, it will move to a more detailed investigation. This may include:
Reviewing work orders, notes, and photographs taken by the technician.
Speaking with the technician who attended the property.
Requesting additional details or evidence from you, where necessary.
Considering industry standards and our internal policies.
After the investigation, we will explain our findings and proposed outcome. Depending on the circumstances, possible outcomes may include:
A clear explanation or apology, if something has gone wrong.
A return visit to inspect and, where possible, re-clean the affected areas.
A partial or full refund, if we consider this fair and appropriate.
Changes to our internal processes or staff training to prevent similar issues.
Damage and Property Concerns
Where a complaint relates to alleged damage to carpets, flooring, furniture, or other items at your property, we understand that this is a serious matter. In such cases:
Please notify us as soon as you become aware of the issue.
Do not attempt repairs or dispose of any items before we have had an opportunity to assess the situation.
We may request photographs and a clear description of the damage.
Where necessary, we may seek an independent opinion to help us determine the cause and extent of any damage.
We will consider all information carefully before reaching a decision. If a mistake has occurred on our part, we will discuss appropriate remedies with you in a fair and reasonable manner.
Escalating Your Complaint
If you are not satisfied with the outcome at the end of Stage Two, you may ask for your complaint to be reviewed at a higher level within Highbury Carpet Cleaners. When requesting an escalation, please:
State that you wish to escalate your complaint.
Confirm why you remain dissatisfied with the previous outcome.
Include any additional information you believe is relevant.
Your escalated complaint will be reviewed by a senior member of our team who was not directly involved in the original decision, where possible. They will reassess the information, consider whether the process has been fair, and determine whether the original outcome should be upheld, changed, or supplemented.
Time Limits for Raising a Complaint
We ask that you raise any concerns about the cleaning service within a reasonable time after the work has been carried out. This helps ensure that we can accurately investigate the condition of the carpets or upholstery, refer to recent records, and, where appropriate, arrange a prompt revisit.
Your Responsibilities as a Customer
To help us handle your complaint efficiently, we ask that you:
Provide accurate and complete information about the issue.
Allow reasonable access to the property if an inspection or revisit is required.
Treat our staff with courtesy and respect throughout the process.
Follow any care advice given for carpets or upholstery after cleaning, as this can affect the final result.
Using Feedback to Improve Our Service
We review complaints regularly to identify patterns, training needs, or areas where our carpet cleaning processes, equipment, or communication can be improved. Your feedback plays an important role in maintaining and improving the standard of service we offer to households and businesses across our service area.
Policy Review
This Complaints Procedure is reviewed periodically to ensure it remains clear, fair, and in line with good practice for professional cleaning companies. We may update this procedure from time to time. Any revised version will apply to future complaints from the date of publication.
If you have any questions about this Complaints Procedure, you may contact Highbury Carpet Cleaners using your usual communication method with us.
