Complaints Procedure

Islington Carpet Cleaning Complaints Procedure

Islington Carpet Cleaning is committed to providing a professional and reliable cleaning service for homes and businesses. We understand 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 of the process.

We treat all complaints seriously and use them as an opportunity to review and improve our carpet, upholstery and specialist cleaning services across our service area.

Purpose and Scope of This Procedure

This complaints procedure applies to all customers who use our cleaning services, including carpet cleaning, rug cleaning, upholstery cleaning, end of tenancy cleaning and related work.

The procedure covers issues such as service quality, punctuality, staff conduct, communication, and any other matter where you believe we have not met reasonable expectations or our stated standards.

This procedure does not cover situations that are outside our control, such as pre-existing damage to items, limitations of cleaning materials on permanent stains, or issues arising from inaccurate information provided to us. However, if you are unsure whether your concern falls within the scope of this procedure, you should still contact us so we can advise you.

Our Commitments When You Complain

When you raise a complaint, we commit to

Listening carefully to your concerns and treating you with respect at all times.

Acknowledging your complaint promptly.

Investigating what happened in a fair and unbiased way.

Keeping you informed about progress and timescales.

Providing a clear response with our findings and any proposed resolution.

Using the outcome to improve our services wherever possible.

How to Make a Complaint

You can raise a complaint verbally or in writing. While we are happy to discuss issues by phone, we encourage you to put your complaint in writing where possible. This helps us understand all the details and keep an accurate record.

When making a complaint, please include

Your full name and, if relevant, the company name.

The service address and the date of the cleaning service.

A clear description of what went wrong and when it occurred.

The names of any staff you dealt with, if known.

Any relevant information, such as photographs or notes, that can help us understand the issue.

Timeframe for Raising Complaints

We ask that you raise any concerns about our cleaning work as soon as possible, ideally within 48 hours of the service. This allows us to revisit the property if needed and inspect the work while conditions are still similar.

Complaints raised after a longer period will still be considered, but our ability to assess and resolve the issue may be more limited.

Stage One: Initial Complaint and Acknowledgement

Once we receive your complaint, we will

Record the details in our internal system.

Acknowledge that we have received your complaint and confirm that it is being reviewed.

In straightforward cases, we may be able to resolve the issue immediately, for example by offering advice, clarifying a misunderstanding or arranging a prompt return visit to address an area of concern.

Stage Two: Investigation and Response

If your complaint requires further investigation, it will be reviewed by a supervisor or manager who was not directly involved in the original work wherever reasonably possible.

Our investigation may include

Reviewing job notes and booking details.

Speaking with the cleaning operatives involved.

Requesting further information or photographs from you, if helpful.

Arranging a visit to inspect the property or specific items, where appropriate.

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

Our understanding of your complaint.

What we found during our investigation.

Whether the complaint is upheld in full, in part, or not upheld.

Any steps we propose to resolve the matter.

Possible Outcomes and Resolutions

Depending on the nature of your complaint and the outcome of our investigation, possible resolutions may include

A further clean or re-clean of specific areas.

A partial or full refund where appropriate.

An explanation and, where suitable, an apology.

Changes to our internal processes or staff training to prevent similar issues in future.

Where damage is alleged, we will review all information provided and consider the condition of items prior to cleaning, the limitations of cleaning processes and any disclaimers explained before or during the booking.

Stage Three: Escalation

If you are not satisfied with the outcome of Stage Two, you may ask for your complaint to be reviewed at a higher level within the company.

When requesting an escalation, please explain why you disagree with the initial decision and provide any additional information you feel has not been considered. A senior member of our team will then review both your original complaint and the investigation carried out so far.

Following this review, we will provide a final response outlining our position and any further steps we are prepared to take.

Confidentiality and Data Protection

All complaints are handled in confidence. Information you provide will be used only for the purpose of investigating and responding to your complaint, and for improving our services. We will store your data securely and in line with applicable data protection requirements.

Using Complaints to Improve Our Service

Every complaint is logged and reviewed to identify any recurring issues or trends. This helps us make improvements to our carpet and upholstery cleaning methods, staff training, scheduling systems and overall customer service across our operating area.

By following this complaints procedure, Islington Carpet Cleaning aims to deal with problems quickly, fairly and consistently, maintaining the quality standards that our customers expect from a professional cleaning company.