Complaints Procedure

Complaints Procedure for Carpet Cleaners Barnet

Carpet Cleaners Barnet is committed to providing professional carpet, rug and upholstery cleaning services and to maintaining high standards of customer care. We recognise that, on occasion, things may not go as planned. When this happens, we want to know so we can put matters right promptly and improve our services for the future.

Purpose of this complaints procedure

This complaints procedure explains how you can raise a concern about any aspect of our cleaning services, how we will handle your complaint, and the timescales you can expect. It applies to all domestic and commercial customers who use our cleaning services within our normal service areas.

What is considered a complaint

A complaint is any expression of dissatisfaction about our services, staff, workmanship, conduct on site, communication, or the way we have handled a previous enquiry or booking. Examples include concerns about the quality of cleaning, punctuality, behaviour of cleaning operatives, damage to property, or how your enquiry or booking was managed.

Raising a concern informally

Where possible, we encourage you to raise any concerns informally in the first instance. If you are unhappy during or immediately after a visit, please speak to the team member on site, or contact our office as soon as possible. Many issues can be resolved quickly through discussion and a prompt re-visit or adjustment to the work carried out.

If an informal resolution is not possible, or you prefer to raise the matter formally, you may make a formal complaint using the process below.

How to make a formal complaint

You can make a formal complaint in writing. Providing full details helps us investigate thoroughly and respond fairly. Please include the following information where possible:

• Your full name and the address where the cleaning was carried out
• The date of the cleaning service and any booking reference you may have
• A clear description of what went wrong and what outcome you are seeking
• Any supporting information, such as photos, written notes, or details of conversations with our staff
• Whether this is a first complaint or a follow-up to an issue already raised informally

Time limits for submitting complaints

We ask that you raise any complaint as soon as reasonably possible after the event. For issues related to the quality of cleaning, we recommend that you contact us within 48 hours of the service, as this gives us the best opportunity to inspect the work and offer a remedy if appropriate. Complaints raised after a longer period may be more difficult to investigate fully, but we will still review them and respond.

Our complaints handling process

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

1. Acknowledgement

We will acknowledge your complaint within a reasonable timeframe. In the acknowledgement, we will confirm that we have received your complaint and outline the next steps in the process.

2. Investigation

Your complaint will be assigned to a member of our management team who is responsible for reviewing all relevant information. This may include discussing the matter with the cleaning operatives involved, reviewing job records, and, where necessary, arranging a site visit to inspect the affected areas. We may contact you for further details or clarification while the investigation is ongoing.

3. Response and proposed resolution

Once the investigation is complete, we will provide you with a written response setting out our findings, any factors we have taken into account, and our proposed resolution. Depending on the circumstances, possible resolutions may include a re-clean of specific areas, a partial or full refund, a goodwill gesture, or an explanation where we believe the service was delivered in line with agreed terms.

Timescales for resolving complaints

We aim to resolve most complaints within 14 days of receipt. If, for any reason, we are unable to meet this timescale, we will keep you informed, explain the reason for the delay, and provide an updated timeframe for our response.

Escalation if you remain dissatisfied

If you are not satisfied with the outcome of your complaint, you may request that your case be reviewed by a more senior member of our management team. In your escalation request, please explain why you remain unhappy with our initial response and what further outcome you are seeking. We will then re-examine the complaint, taking into account any new information you have provided, and issue a final response.

Our commitments to fairness and confidentiality

We handle all complaints fairly, consistently and without discrimination. Your complaint will be treated in confidence and only shared with those who need to know in order to investigate and respond appropriately. We will not disadvantage you or withhold future services solely because you have made a complaint in good faith.

Remedies and limitations

Where we accept that our service has fallen below the standards you are entitled to expect, we will offer a remedy that is reasonable in the circumstances. This may include corrective work, a financial adjustment, or other proportionate measures. Our remedies will always take into account the terms and conditions that applied at the time of booking, the nature of the issue, and any steps you have taken to mitigate loss or further damage.

Using complaints to improve our services

We welcome feedback and view complaints as an opportunity to improve. Information gathered through this procedure is reviewed regularly so that we can identify patterns, provide additional staff training where necessary, and refine our cleaning methods and customer service processes across the areas we serve.

Policy review

This complaints procedure is reviewed periodically to ensure it remains effective, clear and appropriate for the carpet and upholstery cleaning services we provide. Updated versions will replace earlier versions from the date they are published.

If you have any questions about this complaints procedure, please contact our office and a member of our team will be happy to explain any part of the process.