Complaints Procedure
Tufnell Park Carpet Cleaning Complaints Procedure
At Tufnell Park Carpet Cleaning we aim to provide a reliable, professional and courteous service on every visit. We recognise that, on occasion, things may not go as planned. This Complaints Procedure explains how you can raise a concern, how we will respond, and what you can expect from us at each stage.
This procedure applies to all domestic and commercial customers who use our carpet, upholstery or related cleaning services within our normal service area.
1. Purpose of this Complaints Procedure
The purpose of this Complaints Procedure is to set out a clear, fair and transparent process for dealing with any dissatisfaction about our services or our conduct. Our aims are to make it easy for you to tell us when something has gone wrong, to handle your complaint promptly and professionally, and to use what we learn to improve our work.
A complaint is any expression of dissatisfaction about the standard of our cleaning, the behaviour of our staff or contractors, the way we have communicated with you, or the way we have handled a previous concern.
2. How to Make a Complaint
You may raise a complaint through any of the following channels:
In writing, providing your name, service address, details of the service visit and a clear description of the issue. You may send your written complaint by post to our main office address.
By using any contact form or written contact option available through our official website or other official written communication channels we provide from time to time.
We encourage you to raise your complaint as soon as possible after the event. The sooner you contact us, the easier it is for us to investigate fully and put things right.
3. Information We Need From You
To help us investigate and resolve your complaint efficiently, 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 visit.
A clear description of what went wrong and how it has affected you.
Any relevant photographs, notes or other evidence that may help us understand the issue, particularly where the complaint relates to the quality or outcome of the cleaning work.
Any steps already taken to try to resolve the matter informally with a member of our team.
4. Our Acknowledgement and Initial Review
We aim to acknowledge your complaint within three working days of receiving it. The acknowledgement will confirm that we have received your complaint, who is responsible for handling it, and the next steps in the process.
During the initial review we will:
Check that we have all relevant information from you.
Confirm the date and details of the service visit.
Assess whether an inspection visit or further contact is required to understand the issue properly.
5. Investigation Process
Once your complaint has been acknowledged, a supervisor or manager will carry out an impartial investigation. This may include:
Reviewing job records, booking details and any notes from the operative who attended.
Discussing the matter with the operative or team involved in the work.
Contacting you to request additional information or clarification where needed.
Arranging a follow-up visit to inspect the area or items that are the subject of your complaint, where this is appropriate and reasonably practicable.
We will treat you with courtesy and respect at all times and expect the same from you. We will keep your information confidential and will only share it where necessary to investigate and resolve the complaint.
6. Response Times and Outcomes
We aim to provide a full written response to your complaint within ten working days of acknowledging it. If, for any reason, we need more time to complete our investigation, we will let you know and provide an updated timescale.
Our response will explain:
What we have understood your complaint to be.
The steps we have taken to investigate it.
Our findings and any conclusions reached.
Any actions we propose to take to put things right or prevent a recurrence.
Depending on the nature of the complaint, possible outcomes may include:
A repeat or corrective cleaning visit, where appropriate and feasible.
Guidance or additional training for staff.
Amendments to our internal procedures or service standards.
In some cases, where justified, a partial or full refund or other financial adjustment, in line with our terms and conditions.
7. If You Remain Dissatisfied
If you are not satisfied with our initial response, you may ask for your complaint to be reviewed by a more senior member of our team. You should set out clearly why you remain unhappy and what outcome you are seeking.
A senior manager will re-examine the complaint, including the evidence gathered and the reasoning behind the original response. We will then provide a final written response, normally within ten working days of your request for a review.
This internal review will be our final position on the matter. We hope that, by this stage, we will have reached a fair resolution that you consider acceptable.
8. Our Commitment to Continuous Improvement
We take all complaints seriously and use them as an important source of feedback to improve our carpet and upholstery cleaning services. We regularly review complaints to identify patterns and trends, and we update our training and procedures where necessary.
By following this Complaints Procedure, we aim to ensure that all customers across our service area receive a consistent, professional and respectful approach, even when things have not gone as expected.
9. Changes to This Complaints Procedure
Tufnell Park Carpet Cleaning may update this Complaints Procedure from time to time to reflect changes in our services, legal requirements or best practice. Any updated version will replace previous versions and will apply to all new complaints from the date it is published.
If you have any questions about this Complaints Procedure or how it applies to your situation, you are welcome to contact us using our usual contact methods before submitting a formal complaint.
