Highbury Carpet Cleaners Complaints Procedure

Highbury Carpet Cleaners is committed to delivering reliable, professional carpet and upholstery cleaning services. We recognise that, on occasion, things may not go as planned. When this happens, we want to hear from you so that we can put things right, learn from the experience, and continue improving the services we provide across our service area.

Purpose of this Complaints Procedure

This complaints procedure explains how you can raise a concern or complaint about any aspect of our cleaning services, including carpet cleaning, upholstery cleaning, rug cleaning, end of tenancy cleaning, or related work. It also sets out how we will handle your complaint, the timescales involved, and what you can expect from us at each stage.

What is a Complaint

A complaint is any expression of dissatisfaction about our services, staff, communication, pricing, or outcomes, whether the issue is big or small. We encourage you to let us know as soon as possible if you are unhappy, so we can address the matter while the details are still fresh and, where relevant, while we can still inspect the work carried out.

Who Can Make a Complaint

Any customer who has used Highbury Carpet Cleaners, or has booked our services on behalf of someone else, may make a complaint. This includes domestic customers, tenants, landlords, letting agents, and commercial clients. If you need support in making a complaint, you may nominate someone to raise the complaint for you, provided you give your consent.

How to Make a Complaint

You can make a complaint in writing or verbally. Written complaints can be sent by post to our business address. Verbal complaints can be made to a member of our team at the time of service or by contacting our office during normal business hours. Please provide as much detail as possible, including your name, service address, the date of the service, and a clear description of the issue.

To help us investigate efficiently, it is helpful if you include:

The type of service booked, such as carpet cleaning or upholstery cleaning.

The areas or items cleaned.

Any relevant times, dates, and names of staff who attended.

Details of what went wrong and what you would like us to do to resolve it.

Time Limits for Making a Complaint

We ask that you raise any concerns as soon as possible and, where practical, within 14 days of the service taking place. This enables us to accurately assess the condition of the work and address issues promptly. Complaints raised after this period may still be reviewed, but the options for resolution may be more limited, especially where carpets or furnishings have been further used, cleaned, or treated by others.

Our Complaint Handling Stages

Stage 1: Informal Resolution

Where possible, we aim to resolve complaints informally and quickly. A member of our customer care team will review your concerns, discuss the matter with you, and may request photographs or, where necessary, arrange a visit to inspect the work. We aim to respond to all initial complaints within five working days.

At this stage we will seek to clarify the issue, explain what may have caused the problem, and agree on appropriate next steps. This might include re-cleaning specific areas, offering advice on aftercare, or other practical solutions where applicable.

Stage 2: Formal Investigation

If you are not satisfied with the outcome at Stage 1, or if the issue is more complex, your complaint will be escalated for a formal investigation. A senior member of staff or manager will review the details of your complaint, any previous correspondence, inspection notes, and technician reports.

We aim to complete the formal investigation and provide a written response within ten working days of escalation. If we are unable to meet this timescale, for example because further information or specialist advice is needed, we will inform you and provide an updated timescale.

Possible Outcomes and Remedies

Following our investigation, we will explain our findings and, where appropriate, propose one or more of the following outcomes:

An explanation or clarification where there has been a misunderstanding about the service or its expected results.

A corrective visit to re-clean or treat specific areas, where this is practical and safe to do.

Practical advice on ongoing care or maintenance of your carpets or furnishings.

Where justified, a partial or full refund or a credit note against future services.

We will always aim to reach a fair and reasonable outcome based on the evidence available and the condition of the items we have worked on.

Our Commitment to Fairness and Respect

All complaints will be treated seriously, respectfully, and confidentially. We ask that our staff are treated with the same level of respect. Abusive, threatening, or discriminatory behaviour towards our team will not be tolerated and may result in us withdrawing our services.

Learning from Complaints

Highbury Carpet Cleaners uses complaints as an important source of feedback. We regularly review the complaints we receive to identify patterns, improve staff training, refine our cleaning processes, and enhance communication with customers. By doing so, we aim to reduce the likelihood of similar issues arising in the future and to continuously improve the quality and reliability of our services.

Confidentiality and Data Protection

Information you provide as part of your complaint will be handled in line with our data protection responsibilities. Details will only be shared with staff who need them in order to investigate and resolve your complaint. We will retain records of complaints for an appropriate period to help us monitor service quality and meet legal and regulatory requirements.

Review of this Complaints Procedure

This complaints procedure is reviewed regularly to ensure it remains clear, fair, and effective. Any updates will be reflected in the latest version made available to customers. By using our services, you acknowledge that you have the opportunity to access and review this complaints procedure.