Hire Carpet Cleaners Complaints Procedure

Hire Carpet Cleaners is committed to delivering reliable, professional cleaning services for homes and businesses across our service area. We aim to resolve any concerns quickly, fairly and transparently. This complaints procedure explains how to raise a complaint, how we handle it, and what you can expect from us at each stage.

Purpose of This Complaints Procedure

This procedure is designed to ensure that all complaints are handled consistently, promptly and respectfully. It covers issues related to our carpet cleaning, upholstery cleaning and hard floor cleaning services, including the quality of work, customer service, conduct of staff, and how we manage appointments or quotations.

We treat all complaints as an opportunity to review our work, put things right where needed and improve our services to customers in our operating area.

What We Class as a Complaint

A complaint is any expression of dissatisfaction about our services, whether it is justified or not. This can include, but is not limited to:

Issues with the standard or results of a cleaning job, such as staining, damage or incomplete work.

Concerns about punctuality, reliability, or failure to attend a scheduled appointment.

Concerns about the behaviour, attitude or professionalism of our team members.

Problems with how we have communicated or managed your booking, quotation, or payment.

Health and safety concerns relating to our work at your property.

How to Make a Complaint

You can make a complaint verbally or in writing. We encourage customers to raise concerns as soon as possible so we can address them promptly and effectively.

Verbal complaints can be made to a member of staff at the time of service or to a manager as soon as possible afterwards. Written complaints can be sent by post or through our online enquiry channels. When submitting a complaint, please provide the following information where possible:

Your full name and the address where the cleaning took place.

The date and approximate time of the service.

A clear description of what happened and why you are dissatisfied.

Details of any photographs, supporting evidence or other information that might help us investigate.

What outcome you would like to see, such as a re-clean, explanation, or compensation assessment.

Acknowledgement of Your Complaint

We aim to acknowledge all complaints within a reasonable time frame. Where a complaint is made verbally on site, our technician or team member will listen carefully, make notes and, where appropriate, attempt to resolve the matter immediately. If the matter cannot be resolved on site, it will be referred to a manager for further review.

Where a complaint is made in writing, we will acknowledge receipt and provide an indication of the timescale for our investigation and response. If we require additional information to understand your concerns, we will contact you to clarify the details.

How We Investigate Complaints

All complaints are investigated fairly and impartially. The person handling your complaint will, where possible, not be directly involved in the issue being investigated.

Our investigation may include:

Reviewing the booking information, job notes and any relevant documentation.

Speaking to the technician or staff members involved in the work.

Reviewing any photographs or supporting evidence provided by you or our team.

Arranging a follow-up visit to inspect the areas of concern, if necessary.

Considering whether our procedures, equipment or cleaning methods contributed to the issue.

We aim to complete investigations within a reasonable period, depending on the complexity of the complaint. If more time is required, we will keep you informed.

Our Response and Possible Outcomes

Once the investigation is complete, we will explain our findings and any actions we propose to take. Our response will aim to address each point you have raised. Possible outcomes may include:

A clear explanation of what happened and why.

An apology where we have fallen short of our expected standards.

A re-clean of some or all of the affected areas, where appropriate.

Repair or contribution towards repair where damage has been proven to result from our work, subject to our terms and conditions.

Clarification of any misunderstandings or miscommunications.

Information about any changes we will make to our processes, training or supervision to reduce the chance of a similar issue occurring again.

If You Are Not Satisfied With the Outcome

If you remain dissatisfied after we have provided our response, you may request a further review. This will normally be carried out by a more senior manager who has not been involved in the initial investigation.

For this review, you should explain why you are not satisfied with the initial outcome and what further resolution you are seeking. We will then reassess the evidence and provide a final response, setting out our decision and the reasons behind it.

Timescales and Customer Responsibilities

We ask that complaints about completed work are raised as soon as possible, and preferably within a short period of the service date. This helps us to fully assess the condition of carpets, upholstery or flooring before they have been subject to further use or other treatments.

We also ask that you follow any aftercare advice provided by our technicians, such as drying times, furniture placement and vacuuming guidance. Failure to follow this advice may affect the outcome of our investigation.

Recording and Using Complaint Information

We record details of all formal complaints, including the nature of the issue, how it was investigated and the outcome. This information is used to monitor service standards, identify training needs and improve our systems and procedures across our local service area.

All information relating to complaints is handled in line with our data protection obligations. Personal information is kept secure and only shared when necessary to investigate and resolve your complaint or where we are required to do so by law.

Continuous Improvement

Hire Carpet Cleaners values feedback from every customer, whether positive or negative. Complaints help us to identify where our carpet, upholstery and hard floor cleaning services can be strengthened, whether that is through updated training, improved communication or adjustments to our booking procedures.

By following this complaints procedure, we aim to provide all customers in our service area with a fair, accessible and transparent route to raise concerns and seek resolution.