Complaints Procedure

Complaints Procedure for Ilford Carpet Cleaning Customers

Ilford Carpet Cleaning is committed to delivering reliable, professional carpet and upholstery cleaning services. We aim to provide every customer with a positive experience, but we recognise that sometimes things may not go as planned. This Complaints Procedure explains how you can raise a concern, how we will respond, and the steps we take to resolve issues promptly and fairly.

Purpose of this Complaints Procedure

The purpose of this procedure is to give our customers a clear and straightforward way to:

Report dissatisfaction with any aspect of our cleaning services or conduct of our staff.

Understand how their complaint will be handled and within what timescales.

Receive a considered response and, where appropriate, an explanation, apology, or remedial action.

This procedure applies to all services provided by Ilford Carpet Cleaning, including carpet cleaning, rug cleaning, upholstery cleaning, stain removal and related work in homes and business premises in our service area.

What We Class as a Complaint

A complaint is any expression of dissatisfaction, whether oral or written, where a customer believes that:

The standard of cleaning fell below what was agreed or what they reasonably expected.

There was damage or potential damage to property during the service.

Our staff acted in an unprofessional, discourteous, or unsafe manner.

The service was not delivered on the agreed date or time without reasonable explanation.

There were issues concerning communication, pricing, or how appointments or payments were handled.

We take all such concerns seriously and encourage customers to raise them as soon as possible after the service.

How to Make a Complaint

Customers can raise a complaint in writing. Written complaints help us keep a clear record of the issues and our responses. When making a complaint, please provide:

Your full name and, if helpful, your postal address.

The date and approximate time of the service.

A description of the work carried out, such as carpet cleaning or upholstery cleaning.

A clear explanation of what went wrong or why you are dissatisfied.

Any relevant information, such as photographs of the issue or a summary of previous discussions with our team.

Providing as much detail as possible helps us investigate thoroughly and respond more effectively.

Timescales for Raising a Complaint

We ask that you notify us of any concerns as soon as you become aware of them. For issues related to the quality of cleaning, we recommend submitting your complaint within seven days of the service so that we can accurately assess the condition of the treated areas. For concerns about staff conduct, safety, or damage, please raise these immediately after the incident whenever possible.

How We Handle Your Complaint

Once we receive your complaint, we will follow a structured process:

1. Acknowledgement: We will acknowledge receipt of your complaint and confirm that it is being reviewed. Where possible, we will provide an estimated timeframe for our initial response.

2. Investigation: A senior member of our team will examine the details of your complaint. This may include reviewing job notes, speaking to the cleaning operatives involved, and considering any photographs or evidence you have provided. In some cases, we may suggest a follow-up visit to inspect the carpets, upholstery, or property.

3. Response: After completing our investigation, we will send you a written response explaining our findings. We will clarify whether your complaint has been upheld in full, upheld in part, or not upheld, and we will explain the reasons for our decision.

4. Resolution: If we find that the service or conduct fell short of our standards, we will propose appropriate remedies, which may include, where reasonable, a re-clean of specific areas, a partial or full refund, or another form of redress tailored to the situation.

Expected Timescales for Responses

We aim to provide an initial written response to your complaint within ten working days of receiving it. Where a matter is more complex and requires further investigation, we will inform you if additional time is needed and keep you updated on the progress. Our goal is to reach a final decision and propose any resolution as promptly as possible.

Escalating Your Complaint

If you are not satisfied with the outcome of your complaint or feel that it has not been handled fairly, you may ask for your complaint to be reviewed again. In such cases, a different senior member of staff will reassess the information, review the previous decision, and provide a further written response explaining whether the original decision is upheld or varied.

Our Commitment to Fairness and Privacy

We treat all complaints seriously and with respect. We will not discriminate against any customer for raising a concern about our cleaning services. Complaints are handled confidentially, and information is shared only with team members who need it in order to investigate and respond appropriately.

Any personal information you provide during the complaints process will be used solely for the purposes of handling your complaint and improving our services, and will be processed in line with our privacy commitments.

Using Complaints to Improve Our Services

Complaints and customer feedback are an important part of how Ilford Carpet Cleaning maintains and improves the quality of our work across all areas we serve. We regularly review complaint records to identify patterns, training needs, and opportunities to enhance our cleaning methods, equipment, and customer care.

By following this Complaints Procedure, we aim to resolve issues fairly and efficiently while learning from every concern raised. Our objective is to restore your confidence in our services and to continue providing safe, effective, and professional carpet and upholstery cleaning in homes and businesses throughout our service area.