The Hyde Carpet Cleaners Complaints Procedure

The Hyde Carpet Cleaners is committed to providing reliable, thorough and professional carpet and upholstery cleaning services. We recognise that occasionally things may not go as planned, and we take all concerns seriously. This complaints procedure explains how you can raise a complaint, how we will respond, and what you can expect at each stage of the process.

Our Commitment to You

We aim to handle every complaint in a fair, consistent and respectful manner. Our goals are to understand what went wrong, put things right where possible, and use your feedback to improve the quality and reliability of our services.

When you raise a complaint with The Hyde Carpet Cleaners, you can expect the following:

Clear information about how to complain and what will happen next; A timely acknowledgement and response; An impartial review of your concerns; Honest communication throughout the process; A final outcome and explanation of any decisions made.

What Counts as a Complaint

A complaint is any expression of dissatisfaction about our cleaning services, our staff, our communication, or any aspect of your experience with The Hyde Carpet Cleaners, where you would like a response or resolution. This may include issues such as:

Concerns about the quality or standard of cleaning work carried out; Damage or alleged damage to property or furnishings; Missed or delayed appointments; Conduct, behaviour or attitude of staff; Errors in bookings, service descriptions or charges; Failure to follow agreed instructions or special requirements.

If you are unsure whether your issue counts as a complaint, you are still encouraged to contact us so that we can clarify and assist.

How to Make a Complaint

You can make a complaint to The Hyde Carpet Cleaners in writing or verbally. Where possible, we recommend submitting your complaint in writing so there is a clear record of the issues raised and the dates involved.

Please provide the following information to help us investigate effectively:

Your full name; Your preferred method of contact; The address where the service was carried out; The date and approximate time of the service; A clear description of your concerns; Any relevant supporting information, such as photographs, invoices or job references.

We ask that complaints are raised as soon as reasonably possible after the issue occurs, so that we have the best chance of understanding the circumstances and resolving the matter promptly.

Stage One: Initial Response

Once we receive your complaint, we will acknowledge it within a reasonable timeframe. In our acknowledgement, we will confirm that we have received your complaint, outline the next steps, and indicate when you can expect a more detailed response.

At this stage, we may contact you to request further information or clarification. Providing as much detail as you can helps us understand what happened and how it has affected you.

Stage Two: Investigation and Outcome

Your complaint will be reviewed by an appropriate member of our management team who was not directly responsible for the issue, wherever possible. This helps ensure that your concerns are considered fairly and objectively.

During the investigation, we may:

Review job notes, booking records and cleaning checklists; Speak with the staff members involved; Consider any photographs or evidence you have provided; If relevant and feasible, arrange to revisit the property to inspect the areas of concern.

Once the investigation is complete, we will provide a written response setting out:

Our understanding of your complaint; The findings of our investigation; Any actions we propose to take; The reasons for our decisions.

We aim to provide this response within a reasonable period, taking into account the complexity of the issue. If we need more time, we will let you know and explain why.

Possible Resolutions

Where a complaint is upheld, we will seek to offer a fair and practical resolution. Depending on the circumstances, this may include, but is not limited to:

Providing a further clean of the affected areas, where appropriate; Offering a partial or full reduction of charges, where justified; Agreeing an alternative service arrangement; Providing an explanation and, where necessary, an apology.

Any resolution will take into account the nature of the complaint, the impact on you, and the evidence available.

Stage Three: Escalation of Your Complaint

If you are not satisfied with the outcome at Stage Two, you may request that your complaint be reviewed again. In this case, a more senior member of the company will re-examine your complaint, the investigation carried out, and the decision made.

During this review, we will consider whether:

The original investigation was thorough and fair; All relevant information was taken into account; Our response and proposed resolution were reasonable in the circumstances.

Following this review, we will provide a final response explaining our conclusions and whether any further action will be taken.

Time Limits and Historic Complaints

We encourage customers to raise complaints as soon as possible after an issue arises, ideally within a short period of the service being completed. This makes it easier for us to investigate events accurately and offer a practical remedy.

Where a complaint is made after a significant delay, it may be more difficult to obtain evidence, recollections or access to the original conditions. In such cases, we will still consider your concerns, but our ability to provide a resolution may be limited.

Customer Responsibilities

We expect customers to treat our staff with courtesy and respect throughout the complaints process. We do not tolerate abusive, threatening or discriminatory behaviour. In extreme cases, we may decline to continue correspondence where communication is unreasonable or hostile.

We also ask that any information provided is accurate and complete to the best of your knowledge, so we can assess your complaint fairly.

Using Feedback to Improve Our Service

Every complaint received by The Hyde Carpet Cleaners is logged and reviewed to identify any recurring trends or areas for improvement. We may use this information to update staff training, review our cleaning methods or refine our booking and customer service procedures.

By following this complaints procedure, we aim to resolve individual concerns and continually improve the quality, consistency and reliability of our carpet and upholstery cleaning services.