Hornsey Carpet Cleaners Complaints Procedure

Hornsey Carpet Cleaners is committed to providing reliable carpet, rug and upholstery cleaning services and to dealing promptly and fairly with any concerns about our work. This Complaints Procedure explains how you can raise an issue with us, how we will respond, and the steps we take to resolve matters in a professional and transparent way.

1. Purpose and scope of this procedure

This procedure sets out how individual customers, landlords, letting agents and other clients can complain about any aspect of our services. This includes, but is not limited to, carpet cleaning, upholstery cleaning, end of tenancy cleaning, stain treatment and related work carried out in homes, offices or rented properties.

The procedure covers complaints about the quality of cleaning, conduct or behaviour of cleaning staff, adherence to agreed appointments, health and safety practices, and how we handle your personal information in the course of providing our services.

2. Our commitment to you

When you raise a complaint with Hornsey Carpet Cleaners, we will treat you with respect, listen carefully to your concerns and aim to resolve the matter as quickly as possible. We are committed to:

Investigating complaints fairly and impartially.
Responding within reasonable and clear timescales.
Explaining our findings and decisions in plain language.
Putting things right where our service has fallen short.
Using feedback to improve our cleaning services and customer care.

3. Informal resolution in the first instance

Many issues can be resolved quickly and informally. If you are unhappy with any part of our cleaning service, we encourage you to raise this with us as soon as possible after the visit or upon noticing the problem.

Where possible, please speak directly with the cleaner on site at the time of service or contact our office team with the date of the clean, the address where the work was carried out and a short description of the issue. In many cases we can resolve concerns by clarifying what was agreed, offering guidance, or arranging for a prompt return visit to address missed areas or quality issues.

4. How to make a formal complaint

If your concern cannot be resolved informally, or you prefer a more formal approach, you can submit a formal complaint. When doing so, please provide the following information:

Your full name and, if applicable, the name of any organisation you represent.
The address where our cleaning service was provided.
The date and approximate time of the cleaning appointment.
A clear explanation of what went wrong and how it has affected you.
Any relevant photographs, inventories, check-in or check-out reports, or other supporting information.

Providing full details at the outset helps us understand your concerns and reduces delays in our investigation.

5. Acknowledgement of your complaint

Once we receive your formal complaint, we will log it in our internal system and allocate it to a member of our management team. We aim to acknowledge your complaint within three working days. The acknowledgement will confirm that we have received your complaint, outline the next steps and provide an estimated timeframe for our full response.

6. Investigation and assessment

The manager responsible for your complaint will review the information you have provided and may take some or all of the following steps:

Check our booking records, notes and any checklists from the relevant job.
Speak with the cleaners or supervisors who attended the property.
Request further details or clarification from you if needed.
Review any photographs, reports or other documents you have supplied.
Consider our service standards, risk assessments and any applicable industry guidelines.

Our aim is to gather an accurate and balanced understanding of what has happened so that we can make a fair decision.

7. Response times and communication

We will aim to provide a full written response to your complaint within ten working days of acknowledging it. If the matter is complex or requires additional investigation, we may need extra time. In that case, we will inform you of the reason for the delay and provide a revised timescale.

Our response will explain our findings, whether your complaint has been upheld in full or in part, and what actions we propose to take. Where appropriate, this may include corrective cleaning, staff training, service adjustments, or other remedies.

8. Possible outcomes and remedies

Depending on the nature of the complaint and the outcome of our investigation, we may offer one or more of the following:

A clear explanation or apology where our service has not met expectations.
A return visit to complete or rectify work, such as re-cleaning carpets, treating specific stains or addressing missed areas.
A partial or full adjustment to charges where justified by the circumstances.
Changes to our internal procedures or staff training to reduce the risk of similar issues arising in future.

Any remedy offered will be based on the evidence available, the extent of any shortfall in service and what is reasonable in the circumstances.

9. Escalation if you remain dissatisfied

If you are not satisfied with our formal response, you may request that your complaint be reviewed by a more senior manager. You should do this within ten working days of receiving our response, explaining why you remain unhappy and what outcome you are seeking.

The senior manager will review the original complaint, the investigation findings and the response already provided. They may contact you for further information if necessary. We will aim to issue a final written decision within ten working days of receiving your escalation request.

10. Data protection and confidentiality

All complaints are handled confidentially and in line with relevant data protection principles. Information is only shared within Hornsey Carpet Cleaners with staff who need it to investigate and resolve your complaint. We retain complaint records securely for a reasonable period in order to monitor service quality and comply with our legal and operational obligations.

11. Using feedback to improve our services

We review complaint data on a regular basis to identify patterns, training needs and opportunities to improve how we deliver our cleaning services. This helps us maintain high standards in domestic and commercial carpet and upholstery cleaning, and supports continuous improvement across our teams.

12. Changes to this Complaints Procedure

Hornsey Carpet Cleaners may update this Complaints Procedure from time to time to reflect changes in legislation, industry practice or our internal processes. The version published on our legal and policy pages will always be the most current. You are encouraged to review it periodically if you use our services regularly or manage multiple properties.

If you have any questions about this procedure or how it applies to your situation, please contact our office team, who will be happy to provide guidance on the most appropriate next step.