Complaints Procedure for Hoxton Carpet Cleaners
Hoxton Carpet Cleaners is committed to providing reliable, high-quality cleaning services and clear communication at every stage of your booking. If something goes wrong or you are not satisfied with any part of our service, this Complaints Procedure explains how you can raise a concern, how we will respond, and what you can expect from us throughout the process.
Purpose and Scope of This Procedure
This Complaints Procedure applies to all domestic and commercial customers who use Hoxton Carpet Cleaners for carpet cleaning, upholstery cleaning, end of tenancy cleaning, or related services. It covers complaints about our cleaning work, conduct of staff, scheduling, access, and general customer service. It does not cover issues that are outside our control, such as pre-existing damage, building maintenance, or services provided by third parties.
Our aim is to handle every complaint fairly, consistently and within reasonable timeframes, while keeping you informed of progress at each stage.
What Counts as a Complaint
A complaint is any expression of dissatisfaction about our services, whether you tell us verbally or in writing, where you would like a response or resolution. Examples include:
• You believe the standard of cleaning was below what was agreed.
• You think we have damaged or marked an item while cleaning.
• You feel our staff behaved in an unprofessional or discourteous way.
• There has been a repeated issue with attendance, punctuality, or access arrangements.
• You are unhappy with how we handled a previous query or concern.
We encourage you to raise complaints promptly so that we can address them quickly and effectively.
How to Raise a Complaint
You can make a complaint in the way that is most convenient for you. You may contact our customer care team by phone or in writing. When submitting your complaint, please provide:
• Your full name and the address where the cleaning took place.
• The date and time of the service, or your booking reference if available.
• A clear description of what went wrong and what outcome you are seeking.
• Any supporting information such as photographs of the affected area or item, and notes of any conversations already held with our team.
Providing detailed information at the outset helps us investigate more efficiently and reach a fair resolution.
Initial Acknowledgement
We will acknowledge your complaint as soon as reasonably possible. Where you contact us by phone, we will normally acknowledge your concern immediately and may be able to resolve simple issues on the spot. Where you contact us in writing, we will send an acknowledgement after reviewing the details you have provided.
In our acknowledgement we will confirm that we have received your complaint, outline the next steps, and indicate when you can expect a further response.
Investigation of Your Complaint
Once your complaint has been acknowledged, we will carry out a thorough and fair investigation. Depending on the nature and complexity of the issue, this may include:
• Reviewing your booking details, service notes and any relevant photographs.
• Speaking with the cleaning technician or team who attended your property.
• Considering the products and methods used for the specific materials cleaned.
• Assessing any alleged damage, wear, or stains in the context of the condition reported before cleaning.
Where necessary, we may contact you to request further information, clarification, or additional photographs. In some cases, we may propose a follow-up visit to inspect the area in person and discuss the matter directly with you.
Response Times
We aim to complete our investigation and provide a detailed response within a reasonable timeframe, taking into account the complexity of the complaint and the availability of the information we need to review. If we anticipate any delay, we will let you know and provide an updated timescale.
Our goal is always to keep you informed and avoid leaving you uncertain about the progress of your complaint.
Outcomes and Resolutions
After investigating your complaint, we will contact you to explain our findings and, where appropriate, propose one or more of the following resolutions:
• A repeat or additional clean of specific areas at no extra cost, where the standard of cleaning has not met our usual expectations.
• A partial or full refund, where we conclude that the service delivered was significantly below the standard agreed.
• A repair, replacement, or contribution towards repair costs where damage is shown to have been caused directly by our work, subject to fair wear and tear and the pre-existing condition of the item.
• An explanation or clarification where the service was delivered correctly but expectations were different, along with recommendations to avoid similar concerns in future.
• An apology and a review of our internal processes or staff training where we identify areas for improvement.
We will always explain the reasons for our decision in clear, straightforward language.
If You Are Unhappy with the Outcome
If you do not agree with the outcome of your complaint, you may ask for your case to be reviewed by a senior member of the Hoxton Carpet Cleaners team. In your request, please set out why you are dissatisfied with the decision and provide any additional information you feel has not yet been considered.
The senior reviewer will reconsider the complaint, the investigation steps already taken, and the proposed resolution. They may uphold the original decision, propose an alternative resolution, or request further information before reaching a final view. We will then confirm our final position to you.
Our Commitment to Continuous Improvement
We treat all complaints as an opportunity to improve our cleaning services and customer care. We regularly review complaints data to identify trends, adjust processes, and develop additional staff training where needed. This helps us maintain consistent service standards and meet the expectations of customers across our service area.
By following this Complaints Procedure, Hoxton Carpet Cleaners aims to resolve issues promptly, fairly and transparently, while maintaining a professional and respectful relationship with every customer.
