Complaints Procedure for Finsbury Park Carpet Cleaners
Finsbury Park Carpet Cleaners is committed to delivering reliable, professional cleaning services for homes, landlords, tenants and local businesses. We aim to resolve any concerns quickly, fairly and transparently. This complaints procedure explains how you can raise a complaint about our carpet, upholstery or other cleaning work, and how we will respond.
Our Commitment to You
We want every customer to be satisfied with the quality of our cleaning and the standard of our customer care. If something goes wrong, we see it as an opportunity to put things right and improve our services. All complaints are taken seriously, handled respectfully and investigated without delay.
We will always aim to:
Listen carefully to your concerns and understand what has gone wrong from your point of view.
Acknowledge your complaint promptly and give you an indication of timescales for our response.
Investigate the facts thoroughly and objectively.
Offer a clear explanation and, where appropriate, propose a fair resolution.
Use your feedback to review and improve our services across our local service area.
What This Procedure Covers
This complaints procedure applies to any dissatisfaction you may have with:
The standard of cleaning provided, including carpets, rugs, upholstery, end of tenancy, or other domestic and commercial cleaning services.
The conduct, attitude or behaviour of our cleaning operatives or office staff.
Our booking process, communication, timing, or reliability.
Any aspect of our services that you believe falls below the standard that was agreed or reasonably expected.
This procedure does not cover general requests for information or routine service amendments, which are handled as part of our normal customer service.
How to Raise a Complaint
You can raise a complaint verbally or in writing. While we are happy to discuss issues by phone or in person, we recommend that you set out more complex concerns in writing so that we can keep a clear record of what has happened and what outcome you are seeking.
When submitting your complaint, please provide the following information where possible:
Your full name and the address where the cleaning took place.
The date of the clean and, if known, the time slot and the name of the cleaner or team.
A clear description of what went wrong, including any specific areas or items you are unhappy with.
Any supporting details, such as photographs or notes, that may help us understand the issue.
How you would ideally like us to resolve the matter, for example a re-clean of specific areas or another reasonable remedy.
Time Limits for Complaints
To help us investigate thoroughly and fairly, we ask that you raise any complaint as soon as possible after the service has been provided. For most cleaning jobs, concerns about the quality of work should be raised within 48 hours of the visit, where practical.
We understand that some issues may only become apparent later, for example with certain stains or upholstery cleaning outcomes. In such cases, please contact us as soon as you notice the problem so we can assess the situation and discuss appropriate next steps.
How We Will Respond
Once we receive your complaint, we will usually take the following steps:
Acknowledgement: We will acknowledge your complaint as soon as we reasonably can and confirm that we are investigating the matter.
Investigation: We will review your account, speak with the cleaner or team involved where appropriate, and assess any evidence you have provided, such as photos or notes.
Contact for Clarification: If we need more information to understand your concerns fully, we may contact you to clarify details or ask further questions.
Outcome and Response: After completing our investigation, we will explain our findings and set out any proposed resolution. We will aim to do this within a reasonable time frame, depending on the complexity of the issue.
Possible Resolutions
Where we find that our service has fallen short of the standard you were entitled to expect, we will aim to agree a fair and practical resolution with you. Depending on the circumstances, this may include one or more of the following:
Offering a complimentary re-clean of the affected areas, where appropriate and feasible.
Providing a partial or full refund, where this is justified by the investigation.
Issuing an apology and explanation, together with assurance of improvements for future visits.
Reviewing and adjusting our internal procedures, staff training or quality checks to prevent similar issues arising again.
Any remedy will be considered on a case-by-case basis, taking into account the nature of the complaint, the evidence available and the terms agreed at the time of booking.
If You Are Still Unhappy
If you are not satisfied with the outcome of your complaint, you may ask for your case to be reviewed by a more senior member of our team. They will consider the original complaint, the steps taken to investigate, and the proposed resolution, and may decide to uphold, vary or overturn the original decision.
We value ongoing relationships with our customers across the local area, and we will always aim to find a fair and reasonable way forward, even where we may not fully agree about every aspect of the complaint.
Continuous Improvement
Your feedback plays a vital part in helping us maintain high standards and improve our carpet cleaning and related services. We regularly review complaints data to identify any recurring issues, patterns or training needs among our staff and to make sure our processes stay effective and fair.
By following this complaints procedure, we aim to resolve individual concerns as quickly as possible while also learning from each case so that every customer benefits from a better, more reliable cleaning service over time.
Privacy and Confidentiality
All complaints are handled in line with our commitment to protecting your personal information. Details of your complaint will only be shared internally with those who need them to investigate and resolve the issue. We will store complaint records securely and keep them only for as long as necessary for legal, regulatory and quality assurance purposes.
If you have any questions about this complaints procedure or would like help in raising a concern about our cleaning services, please contact our customer care team, who will be happy to guide you through the process.