Complaints Procedure for Hampstead Carpet Cleaners

Hampstead Carpet Cleaners is committed to providing reliable, professional carpet, rug and upholstery cleaning services. We aim to deliver a smooth experience from first enquiry through to completion of the work. If something goes wrong or our service does not meet your expectations, we want to hear from you so that we can put it right and continually improve.

Our Commitment to You

We treat every complaint seriously, whether it relates to the quality of the cleaning, the conduct of our team, timings, pricing, or any other aspect of our service. Our goals are to:

Listen carefully to your concerns and understand the issue in full.

Respond in a timely, transparent and courteous way.

Investigate fairly and objectively, considering all available information.

Offer a clear explanation, and where appropriate, a practical resolution.

Use your feedback to improve our processes and training.

What Counts as a Complaint

A complaint is any expression of dissatisfaction about our services, whether justified or not, where you would like a response or resolution. This may include but is not limited to:

Concerns about the standard of carpet, rug or upholstery cleaning.

Damage or perceived damage to surfaces, furnishings or belongings.

Delays, missed appointments, or communication issues.

Concerns about the behaviour, attitude or professionalism of our staff.

Disputes about quotations, invoices or agreed work.

How to Make a Complaint

You can raise a complaint as soon as you notice an issue. The sooner you contact us, the easier it is for us to investigate and resolve your concerns. Please provide as much detail as you can, including:

Your full name and the address where the service was carried out.

The date and approximate time of the appointment.

A description of the service you booked, such as carpet cleaning, rug cleaning, upholstery cleaning, stain removal or end of tenancy cleaning.

A clear description of what went wrong and how this has affected you.

Any relevant evidence, such as photographs or written notes.

Your preferred outcome, for example re-cleaning an area or reviewing an invoice.

You may make a complaint verbally or in writing. Written complaints help us keep an accurate record of what has happened, but we will handle verbal complaints with the same care.

Timescales for Raising Complaints

We ask that you raise any quality-related concerns as soon as possible, ideally within 48 hours of the service being completed. Carpet and upholstery fibres can settle after cleaning, and prompt notification allows us to inspect the work and, where appropriate, revisit while the condition is still recent.

Complaints about invoices, quotations or communication can be raised at any time, but the closer to the date of the event, the easier it is for us to review our records and respond accurately.

How We Will Respond

When you make a complaint, we will:

Acknowledge your complaint and confirm that it is being reviewed.

Check our job records, including any notes made by the cleaning operatives.

Contact you if we need more information or clarification.

Where necessary, arrange a convenient time to inspect the property and the areas of concern.

Provide you with a clear written or verbal response, explaining our findings and any proposed actions.

We aim to give you an initial response within a reasonable timeframe, and to resolve most complaints as quickly as possible. More complex matters may take longer to investigate, but we will keep you informed of our progress.

Possible Outcomes and Resolutions

Every complaint is considered on its individual circumstances. Depending on what we find, potential outcomes may include:

Offering advice on aftercare or how to maintain the cleaned surfaces.

Providing a re-clean of specific carpets, rugs or upholstery areas, where appropriate.

Making adjustments to an invoice where we have made an error.

Offering an alternative practical solution, where a re-clean is not suitable.

Explaining clearly and respectfully when we are unable to offer a remedy, for example where the issue relates to pre-existing damage or limitations of the material.

Any remedies will be offered strictly in line with our terms and conditions and with fair consideration of the facts.

Fairness and Confidentiality

We aim to handle all complaints impartially. Your complaint will be reviewed by an appropriate member of the team, and where necessary, escalated for further consideration. We will always seek to balance our findings with the information you provide, the condition of the property and furnishings, and the records we hold for your booking.

All complaints and related information are treated as confidential and are only shared internally with staff who need to be involved in resolving the issue or improving our processes.

Learning from Complaints

Complaints help us identify where we can improve our carpet and upholstery cleaning services, staff training and customer support. We regularly review the feedback we receive to look for patterns or recurring issues, and we adjust our working methods, quality checks and communication accordingly.

Our aim is not only to resolve individual complaints, but also to reduce the likelihood of similar issues occurring in the future for clients across our service area.

If You Remain Unhappy

If you feel that your complaint has not been handled fairly or fully, you can ask for it to be reviewed again. In doing so, please set out why you remain dissatisfied and what outcome you are seeking. We will then arrange for a further review by a senior member of the team who has not previously been involved in the matter.

We value long-term relationships with our clients and will always do our best to reach a fair and reasonable conclusion, based on the evidence available and within the scope of our terms of service.

Ongoing Commitment

Hampstead Carpet Cleaners strives to provide dependable cleaning services and clear communication at every stage of your booking. This complaints procedure is part of our wider commitment to service quality, transparency and accountability. If you have any concerns about our work, please raise them with us. Your feedback is a vital part of helping us maintain and improve the standards of service we offer.