Complaints Procedure

Finsbury Park Carpet Cleaning Complaints Procedure

Finsbury Park Carpet Cleaning is committed to delivering reliable and professional carpet and upholstery cleaning services. We aim to meet high standards on every job, but we recognise that sometimes things may not go as expected. This Complaints Procedure explains how you can raise any concerns about our services and how we will deal with your complaint fairly, transparently, and within reasonable timeframes.

Purpose of this Complaints Procedure

The purpose of this procedure is to provide a clear, simple process for customers who wish to complain about any aspect of our cleaning services. It applies to all work carried out by Finsbury Park Carpet Cleaning, including carpet cleaning, rug cleaning, upholstery cleaning, stain treatment and related services in our operating area. Our goal is to resolve issues as quickly as possible and to use feedback to continually improve our service.

What You Can Complain About

You may use this procedure to complain about, for example:

Poor quality of cleaning or results that do not meet what was agreed at the time of booking.

Damage allegedly caused to carpets, rugs, upholstery, flooring, or other items during our visit.

Missed or significantly delayed appointments without reasonable notice.

Conduct, attitude, or professionalism of our cleaning technicians or office staff.

Errors in pricing, invoicing, or information provided before or after the service.

Any other service-related issue that you believe falls below reasonable expectations for a professional cleaning company.

How to Make a Complaint

We encourage you to raise any concern with us as soon as possible so that we can investigate while details are still clear. You can make a complaint verbally or in writing. 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 description of the work that was booked and carried out.

A clear explanation of what went wrong and how you would like us to put it right.

Any supporting details, for example photos of the area of concern, copies of invoices, or names of staff you dealt with.

If you raise a complaint verbally during or immediately after the visit, our technician will do their best to resolve the issue on the spot where it is reasonable and safe to do so. If this is not possible, the matter will be escalated through this formal procedure.

Timescales for Making a Complaint

To allow us to investigate effectively, we ask that you notify us of any complaint about the standard of cleaning or potential damage as soon as practicable and preferably within 7 days of the service. Complaints raised significantly later may be harder to investigate, particularly where carpets or upholstery have been used, cleaned, or treated further by another party.

How We Will Handle Your Complaint

We will normally follow these steps once we have received your complaint:

Acknowledgement: We will acknowledge your complaint and record it in our internal system. Where possible, we will confirm who is handling your case and the next steps.

Initial review: We will review the details you have provided, including any photos or supporting documentation, along with our own records such as booking notes, technician reports, and any relevant product or equipment information.

Investigation: Where needed, we may contact you to obtain further information or clarification. We may also speak to the technician who attended your property, review any before and after notes, and, where appropriate, arrange a follow-up visit to inspect the affected area.

Response: Once the investigation is complete, we will explain our findings and any proposed resolution. We aim to respond in full within a reasonable period, taking into account the complexity of the issue, but we will keep you informed if more time is needed.

Possible Outcomes and Resolutions

Our response will depend on the nature of the complaint and the results of our investigation. Possible outcomes may include:

Providing a further cleaning visit to re-clean or treat the affected area where this is appropriate.

Offering a partial or full refund for the specific service that did not meet the agreed standard, where justified.

Offering a goodwill gesture, such as a discount on a future booking, where there has been inconvenience but the service was otherwise reasonable.

Explaining why we believe the service was delivered with reasonable skill and care, and why no further action is appropriate.

Where damage is alleged and our investigation suggests that it may be related to pre-existing conditions, age, wear, or manufacturer limitations, we will explain our findings and provide as much information as we can to support our position.

Escalation of Your Complaint

If you are not satisfied with the outcome offered, you may ask for your complaint to be reviewed by a more senior member of our team. They will look again at all the information available and may contact you for further details. After this review, we will provide a final response setting out our position and any revised offer of resolution, if applicable.

Our Commitment to Fairness and Improvement

We are committed to treating all complaints seriously and with respect. Raising a complaint will not affect your ability to use our services in future. We review complaints data regularly to identify patterns, staff training needs, and opportunities to improve our cleaning methods, customer communication, and booking processes across our service area.

Data Protection and Confidentiality

All complaints are handled in line with relevant data protection requirements. Information you provide is used only for the purpose of investigating and resolving your complaint, managing our services, and meeting legal or regulatory obligations. We store complaint records securely and retain them only for as long as is necessary for these purposes.

Updates to This Complaints Procedure

Finsbury Park Carpet Cleaning may update this Complaints Procedure from time to time to reflect changes in our operations, customer feedback, or applicable regulations. The most current version will apply to all new complaints from the date it is published.

If you have any concerns about our carpet or upholstery cleaning services, we encourage you to tell us. Your feedback helps us maintain the standards that customers across our service area expect and deserve.