Complaints Procedure for Islington Carpet Cleaners
Islington Carpet Cleaners is committed to providing reliable, professional carpet and upholstery cleaning services. We recognise that, on occasion, things may not go as planned. This Complaints Procedure explains how you can raise a concern about our services and how we will respond, investigate, and resolve your complaint in a fair and timely manner.
Purpose of This Complaints Procedure
The purpose of this procedure is to give customers a clear and transparent route to share concerns, seek a resolution, and help us improve our carpet and upholstery cleaning services. We aim to:
Respond promptly and courteously to all complaints.
Treat all customers respectfully and fairly.
Investigate issues thoroughly and objectively.
Provide clear outcomes and, where appropriate, offer suitable remedies.
What We Class as a Complaint
A complaint is any expression of dissatisfaction, whether written or verbal, about any aspect of our cleaning services, customer service, scheduling, conduct of staff, or communication. Examples include:
Concerns about the quality or result of a carpet or upholstery clean.
Issues with punctuality, attendance, or cancellations.
Concerns about how our team have behaved on site.
Billing or quotation disputes relating to cleaning work carried out.
How to Raise a Complaint
You can raise a complaint using any of the following methods:
Verbally, to a member of our team during or after a visit.
In writing, setting out the details of your concern.
If you raise a complaint verbally, we may ask you to confirm it in writing so that we have a clear record of the details and can respond more effectively.
When making a complaint, please include the following information where possible:
Your full name and the address where the cleaning took place.
The date and approximate time of the service.
A description of the issue, including which areas, rooms, or items were affected.
Any relevant photographs or supporting information.
Timeframe for Submitting Complaints
To allow us to investigate fairly and accurately, we ask that you raise your complaint as soon as reasonably possible after the issue arises. For most cleaning-related concerns, this will normally be within a few days of the service so we can properly assess the condition of the cleaned areas.
How We Handle Your Complaint
We handle every complaint in a structured way to ensure consistency and fairness.
Acknowledgement
Once we receive your complaint, we will acknowledge it as soon as reasonably possible. For written complaints, we aim to acknowledge within a few working days. If we require further information to understand the matter, we will contact you to request clarification.
Investigation
A member of our management team will review the details of your complaint. This may involve:
Speaking with the cleaning operatives who attended your property.
Reviewing job notes, booking records, and any relevant photographs.
In some cases, arranging a site visit to inspect the areas or items in question.
We will always investigate objectively and without prejudice, seeking to understand both what happened and what outcome you are seeking.
Response and Outcome
After completing our investigation, we will provide you with a clear response that sets out:
Our understanding of your complaint.
The findings of our investigation.
Any proposed steps to resolve the issue.
Where a complaint is upheld, possible resolutions may include, where appropriate:
A return visit to re-clean specific areas.
Advice on care or maintenance if the issue relates to existing damage or limitations of cleaning.
Other reasonable remedies on a case-by-case basis.
Timescales for Resolution
We aim to resolve most complaints within ten working days from the date of acknowledgement. More complex matters may take longer, but we will keep you informed of progress and any revised timescales. If we anticipate a delay, we will explain the reason and provide an updated estimate for our full response.
If You Are Not Satisfied With the Outcome
If you remain unhappy after our initial response, you may ask for your complaint to be reviewed by a senior member of our management team. In your request, please explain why you are dissatisfied with the outcome and what resolution you are seeking.
The senior review will consider the original investigation, any additional information you provide, and whether our response was fair and reasonable in the circumstances. We will then issue a final position on your complaint.
Our Commitment to Fairness and Respect
We treat all complaints with seriousness and discretion. You will not be treated less favourably for raising a concern about our services. We expect all parties to communicate respectfully and calmly at all times. Abusive, threatening, or discriminatory behaviour towards our staff may lead us to restrict the form of communication we use with you or, in extreme cases, discontinue providing services.
Confidentiality and Data Protection
Information you provide in connection with a complaint will be handled in line with our privacy practices and relevant data protection requirements. Details will only be shared with team members who need them to investigate and resolve the matter or where we are legally obliged to do so.
Using Feedback to Improve Our Services
Complaints help us identify where our carpet and upholstery cleaning services, staff training, or internal processes can be improved. We regularly review complaints data to identify recurring issues and take appropriate corrective action. Our aim is not only to resolve individual concerns but also to enhance the overall standard of service for all customers in our operating areas.
Changes to This Complaints Procedure
Islington Carpet Cleaners may update this Complaints Procedure from time to time to reflect changes in our services, legal requirements, or best practice in customer care. Any updated version will apply to complaints raised after the revision date.
If you have any questions about this Complaints Procedure or need assistance in submitting a complaint, please contact our customer service team using your usual method of communication with us.