Complaints Procedure for Hook Carpet Cleaners

Hook Carpet Cleaners is committed to providing a reliable, high quality cleaning service for homes and businesses. We recognise that, on occasion, things may not go as planned. When this happens, we want to make it easy for you to tell us so that we can put matters right and continually improve our carpet, rug and upholstery cleaning services.

Purpose of this Complaints Procedure

This complaints procedure explains how you can raise a concern about our services, how we will handle your complaint, and the standards of service you can expect from us during the process. It applies to all customers who have used Hook Carpet Cleaners for any type of cleaning work, whether in a domestic or commercial property.

What Counts as a Complaint

A complaint is any expression of dissatisfaction about the service you have received from Hook Carpet Cleaners, where you would like a response or resolution. Examples include concerns about the quality of cleaning, punctuality, conduct of cleaning staff, damage to property, or issues with bookings, invoices or agreed work.

We also welcome general feedback and suggestions. These may not always be treated as formal complaints, but they are carefully reviewed to help us improve our services in the local area.

How to Raise a Complaint

You can raise a complaint in writing or verbally. Please contact us using your preferred method and clearly state that you wish to make a complaint about a cleaning service carried out by Hook Carpet Cleaners.

To help us deal with your complaint efficiently, please provide the following information where possible:

• Your full name and the address where the cleaning took place
• The date of the clean and the type of service provided, for example carpet cleaning, upholstery cleaning, stain removal or end of tenancy cleaning
• A clear description of what went wrong or what you are dissatisfied with
• Any relevant details such as room locations, specific areas of concern or items affected
• Any supporting information, such as photographs, invoices or job references
• How you would like us to resolve the issue, if you have a preferred outcome

Time Limits for Making a Complaint

We ask that you raise any concerns about our cleaning services as soon as possible, and ideally within 14 days of the work being completed. This allows us to investigate promptly and, where appropriate, inspect the areas or items involved while the issue is still recent.

How We Handle Your Complaint

We aim to resolve most concerns quickly and informally. If you raise an issue with a member of our team on site or shortly after the visit, they will do their best to address it immediately, for example by recleaning an area or clarifying what was agreed.

If your complaint cannot be resolved straight away, or if you choose to submit a formal complaint, we will follow a clear and fair process.

Stage 1: Acknowledgement

Once we receive your complaint, we will record it in our internal system and acknowledge receipt as soon as reasonably practical. At this stage we may ask you for additional information or clarification so that we fully understand your concerns.

Stage 2: Investigation

Your complaint will be reviewed by a senior member of the Hook Carpet Cleaners team who was not directly involved in the original work wherever possible. The investigation may include:

• Reviewing the booking details, job specification and any notes made by our cleaning technicians
• Speaking with the cleaning team who attended your property
• Considering any photographs, messages or other evidence you have provided
• Arranging a follow up visit to inspect the carpets, upholstery or property if appropriate and agreed with you

Stage 3: Response and Outcome

After the investigation, we will provide you with a clear response explaining:

• Our understanding of the issues you have raised
• What we have found during our investigation
• Whether we uphold, partially uphold or do not uphold your complaint
• Any steps we propose to take to put matters right or to prevent a recurrence

Where a complaint is upheld, possible resolutions may include a reclean of the affected areas, a partial or full refund, or other reasonable steps depending on the circumstances and the nature of the service originally agreed.

Timescales

We aim to resolve complaints as quickly as possible. In many cases, particularly for straightforward issues relating to recent cleaning work, we may be able to give you a full response within a few working days.

More complex complaints, for example those involving multiple visits or alleged damage, may take longer to investigate. If we believe our investigation will exceed a reasonable timeframe, we will keep you informed of our progress and let you know when you can expect a further update or final response.

Escalating Your Complaint

If you are not satisfied with the outcome of your complaint at the initial stage, you can ask for your case to be reviewed again by a more senior member of the team. They will consider all the information, including any additional points you wish to raise, and provide a final response on behalf of Hook Carpet Cleaners.

We are not part of a statutory ombudsman scheme specific to carpet cleaning. However, you are always free to seek independent advice or to explore other options available to you, including through consumer advice services, if you remain dissatisfied.

Our Commitment to Fairness and Improvement

Every complaint is treated seriously and handled in a respectful and impartial manner. Making a complaint will not affect your ability to use Hook Carpet Cleaners in the future or the standard of service you receive from us.

We review complaints regularly to identify patterns, training needs and opportunities to improve our carpet and upholstery cleaning services. Feedback from customers in our service area plays an important role in helping us maintain high standards of professionalism, care and customer satisfaction.

Confidentiality and Data Protection

All complaints are handled in line with our obligations under relevant data protection laws. Information you provide will be used solely for the purpose of investigating and resolving your complaint, managing our relationship with you, and improving our services. Your details will not be shared with third parties except where we are legally required to do so.

Review of this Complaints Procedure

Hook Carpet Cleaners may review and update this complaints procedure from time to time to reflect changes in our services, internal processes or applicable regulations. The version published on our legal and policy information pages will always be the most up to date.