Complaints Procedure for Harrow Carpet Cleaning

Harrow Carpet Cleaning is committed to providing reliable, professional, and friendly carpet and upholstery cleaning services. We recognise that occasionally things may not go as planned. This Complaints Procedure explains how you can raise a concern, how we will respond, and the steps we take to reach a fair resolution.

Purpose of This Complaints Procedure

The purpose of this procedure is to give customers a clear and straightforward way to tell us if they are unhappy with any aspect of our service. It also helps us identify areas where we can improve our cleaning processes, staff training, communication, and customer care within our service area.

This procedure applies to all services provided by Harrow Carpet Cleaning, including carpet cleaning, rug cleaning, upholstery cleaning, stain removal, and related work carried out in residential and commercial properties.

What We Class as a Complaint

A complaint is any expression of dissatisfaction about our services, staff, or how we have handled a previous concern, where a response or resolution is expected. Examples include:

1. Concerns about the quality or results of the cleaning work.
2. Issues with punctuality, cancellations, or missed appointments.
3. Concerns about the behaviour, attitude, or conduct of our staff or contractors.
4. Disputes relating to prices, quotations, or charges for completed work.
5. Dissatisfaction with how a previous query or complaint was handled.

We do not treat routine service queries or requests for information as complaints, but we still aim to deal with them promptly and helpfully.

How to Make a Complaint

You can raise a complaint using any of the following methods:

1. Speak to our cleaning technician at the time of the visit and explain your concern, where it is safe and practical to do so.
2. Contact our office and outline the details of your complaint, including your name, property address, date of service, and a clear description of the issue.
3. Provide any supporting information that will help us understand the problem, such as photographs of the affected area or copies of invoices or quotations.

If your complaint relates to health, safety, or possible damage to your property, please make this clear when you first contact us so that we can prioritise and investigate it as a matter of urgency.

Information We Need From You

To enable us to investigate your complaint effectively, please provide:

1. Your full name and your preferred method of contact.
2. The address where the cleaning service was carried out.
3. The date and approximate time of the appointment.
4. A clear description of what went wrong and how it has affected you.
5. Details of any previous communication you have had with us about the same issue.

The more information you provide at the start, the quicker and more accurately we can review your complaint and work towards a solution.

Our Complaints Handling Process

We aim to deal with all complaints fairly, consistently, and within reasonable timescales. Our process usually follows these stages:

1. Acknowledgement
We will acknowledge your complaint as soon as reasonably possible. Where appropriate, we may contact you for clarification or to request further information.

2. Initial Assessment
We will review the details of your complaint, speak to the technician or staff members involved, and, if necessary, ask for photographs or further documentation. In some cases, we may arrange a follow-up visit to inspect the carpets, rugs, upholstery, or other areas of concern at your property.

3. Investigation
We will examine whether our cleaning processes were followed correctly, whether the results are in line with what can reasonably be expected for the type and condition of the materials cleaned, and whether any misunderstandings occurred about pricing, scope of work, or expected outcomes.

4. Outcome and Response
Once our investigation is complete, we will explain our findings and any proposed solution. Possible outcomes may include a repeat or additional cleaning visit, a partial or full adjustment to your invoice where appropriate, guidance on aftercare, or an explanation where a desired result is not achievable due to the condition or age of the materials.

Timescales for Handling Complaints

We aim to acknowledge all complaints promptly and to provide a more detailed response following our investigation within a reasonable period. The exact timescale can depend on the complexity of the complaint, the need for further visits, and the availability of staff involved in the work. We will keep you informed if we need more time.

Customer Responsibilities

We ask that customers:

1. Raise complaints as soon as possible after the service, so that we can investigate while details remain clear and any issues with carpets, rugs, or upholstery are still recent.
2. Allow our team reasonable access to the property if a follow-up inspection or remedial visit is needed.
3. Treat our staff with respect and communicate in a calm and courteous manner, even if you are unhappy with the service.

Our Commitment to Fairness and Improvement

We handle all complaints confidentially and with respect for both customers and staff. We will not treat you differently or less favourably in future because you have made a complaint. Every complaint is also reviewed to see whether we can improve our cleaning methods, training, equipment, or customer communication across the service area.

If You Are Still Unhappy

If you remain dissatisfied after we have explained our findings and proposed resolution, you can ask for your complaint to be reviewed by a senior member of our team. They will take a fresh look at your case, taking into account all the information available and any additional comments you wish to provide.

Review of This Procedure

Harrow Carpet Cleaning reviews this Complaints Procedure regularly to ensure it remains clear, effective, and appropriate for the carpet and upholstery cleaning services we provide. Updates may be made to reflect changes in our working practices, customer expectations, or relevant guidance. The latest version of this procedure replaces any earlier versions and takes precedence in the event of any inconsistency.