Highbury Carpet Cleaning Complaints Procedure

Highbury Carpet Cleaning is committed to delivering reliable, professional cleaning services and clear communication at every stage. We recognise that, on occasion, things may not go as planned. This Complaints Procedure explains how you can raise a concern about our services, how we will respond, and what you can expect from us throughout the process.

Purpose of this Complaints Procedure

The aim of this procedure is to provide a fair, transparent and timely method for handling any dissatisfaction with our carpet, upholstery or related cleaning services. It is intended for domestic and commercial customers who believe that the service they received did not meet the standard reasonably expected from a professional cleaning company.

This procedure covers complaints about the quality of our work, the conduct of our cleaning technicians, adherence to agreed appointments, and the way we manage bookings, access, and aftercare.

What Is Considered a Complaint

A complaint is any expression of dissatisfaction, whether verbal or written, where you request a response or resolution. Examples include, but are not limited to:

Visible marks or stains remaining after a carpet, rug or upholstery clean that you reasonably expected to be treated.

Concerns about damage or deterioration that you believe occurred during our visit.

Issues with punctuality, behaviour, courtesy or professionalism of our cleaning team.

Disagreement regarding pricing, scope of work, or outcomes compared with what was agreed at the time of booking or quotation.

Concerns about how your initial enquiry or previous feedback was handled.

How to Raise a Complaint

You may raise a complaint verbally or in writing. To help us investigate efficiently, please provide as much detail as possible, including:

Your full name and address.

The date and approximate time of the cleaning appointment.

A clear description of the issue, including which rooms, areas or items are affected.

Any relevant reference numbers, if you have been given one for your booking.

Photographs of the issue, where this is practical, for example, remaining stains or visible damage.

You should raise your complaint as soon as you become aware of a problem. For issues relating to quality of work, we ask that you contact us within a reasonable period after the service, so that we can properly assess the condition of the cleaned areas.

Our Complaints Handling Stages

We follow a structured approach to ensure every complaint is handled consistently and fairly.

Stage One: Acknowledgement

Once you have raised a complaint, we will aim to acknowledge it promptly. Where you contact us in writing, we will normally confirm receipt within a few working days. Verbal complaints made during or immediately after a visit may be acknowledged on the spot by the attending technician or office representative.

Stage Two: Investigation

An appropriate member of our team will review your complaint in detail. This may include:

Checking the original quotation or booking notes to confirm the agreed scope of work.

Speaking with the cleaning technician who attended your property or premises.

Reviewing any photographs, notes or other records from the service.

In some cases, we may request additional information from you or ask to revisit the property to inspect the areas of concern in person. This helps us to understand the issue fully and ensures that any further work is appropriate and safe.

Stage Three: Response and Proposed Resolution

After the investigation, we will provide you with a clear response setting out our findings and any proposed next steps. Possible outcomes may include:

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

Offering practical advice on aftercare or further treatment options where limitations of cleaning have been identified.

Providing an explanation of factors that may have restricted results, such as pre-existing wear, fibre type or permanent staining.

In rare cases, where our investigation finds that we did not meet our usual standards, we may consider a partial or full refund, in line with our terms and conditions.

We aim to resolve complaints as quickly as reasonably possible, taking into account the complexity of the issue and the need to inspect or revisit the site where necessary.

Your Responsibilities During the Process

To help us address your concerns effectively, we ask that you:

Provide accurate information about the history of the item or area cleaned, including any previous damage or specialist treatments.

Follow any aftercare instructions supplied by our technicians, such as drying times and product guidance.

Allow reasonable access for us to inspect and, where agreed, attempt to remedy the issue.

Communicate with our team in a courteous and constructive manner so that we can work together towards a resolution.

Limitations and Reasonable Expectations

Professional cleaning can significantly improve appearance and hygiene but may not always restore carpets, rugs and upholstery to a brand new condition. Some stains, odours or wear may be permanent, and certain materials have specific limitations. We will always strive to set realistic expectations at the quotation stage, and we will take these factors into account when assessing any complaint.

Where the outcome you expected was not guaranteed or has been limited by pre-existing conditions, we will explain this clearly as part of our response.

Further Escalation

If you remain dissatisfied after we have completed our investigation and offered a final response, you may ask for your complaint to be reviewed by a senior member of our management team. They will reassess the information, ensure the procedure has been followed correctly, and confirm whether the decision should stand or be varied.

Continuous Improvement

We value all feedback, including complaints, as an important part of improving our carpet and upholstery cleaning services. We regularly review the nature and frequency of complaints to identify any patterns or training needs and to enhance our booking processes, on-site practices and customer communication.

By following this Complaints Procedure, we aim to resolve issues fairly and promptly, maintain high standards across our service area, and strengthen the trust our customers place in Highbury Carpet Cleaning.