Complaints Procedure

Islington Carpet Cleaning Complaints Procedure

Islington Carpet Cleaning is committed to delivering reliable, professional carpet and upholstery cleaning services. We recognise that, on occasion, things may not go as planned. When this happens, we want to know about it so we can put matters right and improve our service. This complaints procedure explains how you can raise a concern, how we will respond, and what you can expect at each stage.

Our Commitment to You

We aim to handle all complaints fairly, consistently, and promptly. Every expression of dissatisfaction is taken seriously, whether it relates to the quality of cleaning, the conduct of our team, scheduling issues, or communication. We use complaints as an opportunity to learn and improve how we serve customers in our operating area.

What This Procedure Covers

This procedure applies to complaints about our carpet, rug and upholstery cleaning services, including domestic and commercial work. It covers issues such as the standard of cleaning, damage or perceived damage, punctuality and attendance, behaviour of staff and subcontractors, administrative errors including booking or invoicing problems, and health and safety concerns linked to our work.

How to Make a Complaint

You can raise a complaint using any written method that is convenient for you, such as a letter or an online form where provided. If you initially tell us about a problem in person or by phone, we may ask you to confirm the details in writing so there is a clear record of your concerns and how you would like us to resolve them.

When submitting a complaint, please include your full name, the service address, the date of the clean or booking, a clear description of the issue, and any supporting information or photographs that may help us understand the problem. Providing detailed information at the start helps us investigate more efficiently.

Timescales for Raising a Complaint

We encourage you to contact us as soon as you become aware of an issue. For concerns related to the quality of cleaning, it is helpful if you raise these within a short time of the work being completed so that we can inspect and address the situation while it is still recent. However, we will still consider complaints made later where reasonable.

How We Will Respond

We will acknowledge your complaint in writing within a reasonable period from receiving it. In our acknowledgement, we will confirm that we have received your complaint and explain what will happen next, including any initial steps we may take and an estimated timeframe for a full response.

Your complaint will be reviewed by a member of our team who has not been directly involved in the matter whenever possible. They will gather information which may include speaking to the cleaning operatives involved, reviewing job notes or photographs, and, where appropriate, arranging a follow up visit to inspect the work or the property.

Investigation and Outcome

Once we have completed our investigation, we will provide a written response setting out our understanding of your complaint, details of the investigation carried out, our findings and any action we propose to take. Depending on the circumstances, possible outcomes may include an explanation and clarification where there has been a misunderstanding, an apology where we accept that our service fell below our standards, a return visit to re clean affected areas where appropriate and practical, or another form of resolution that we believe is fair in the circumstances.

If we decide that no further action is required, we will explain clearly the reasons for this decision. Our aim is to be open and transparent, even where we do not agree with every aspect of the complaint.

Escalating Your Complaint

If you are not satisfied with the outcome of the first stage, you may ask for your complaint to be reviewed again. When requesting an escalation, please explain why you are unhappy with our initial response and what you would like us to reconsider.

A more senior member of our team will then review the complaint, the steps already taken, and the decision made. They may contact you for further information or clarification. After this review, we will send you a final written response outlining our conclusions and any further actions we will take.

Reasonable Behaviour and Expectations

We understand complaints can be stressful and we always aim to treat you with courtesy and respect. We ask that you also treat our staff in the same way. Abusive, threatening or discriminatory language or behaviour towards our team will not be accepted and may result in us limiting or ending communication.

We will make every effort to resolve complaints fairly, but there may be situations where we are unable to meet all of your expectations. In such cases, we will explain what we can and cannot do and the reasons why.

Recording and Using Complaints to Improve

We keep records of complaints, how they were handled and the outcomes reached. This information is used to identify patterns, improve staff training, refine our cleaning processes and enhance overall customer experience. By analysing complaints across our service area, we can focus on the areas that matter most to our customers and reduce the likelihood of similar issues arising in the future.

Confidentiality and Data Protection

Your complaint will be handled in confidence. Information you provide is only shared with those who need it in order to investigate and respond. We handle all personal information in line with applicable data protection obligations and retain complaint records for an appropriate period before securely disposing of them.

Updates to This Complaints Procedure

We may update this complaints procedure from time to time to reflect changes in our operations, legal requirements or best practice. The most current version will apply to any new complaints raised. If changes significantly affect how your existing complaint is handled, we will let you know.

Islington Carpet Cleaning values your feedback and the opportunity to resolve any concerns. If you have a complaint about our services, please use this procedure so we can address the matter constructively and work towards a fair outcome.