Carpet Cleaners Islington Complaints Procedure

Carpet Cleaners Islington is committed to delivering reliable, professional cleaning services and to dealing with any concerns in a fair and timely manner. This Complaints Procedure explains how you can raise an issue with us, how we will respond, and what you can expect at each stage. Our aim is to resolve problems quickly, learn from feedback, and maintain high standards across all carpet, rug, upholstery and related cleaning work.

Purpose of this Complaints Procedure

The purpose of this procedure is to provide a clear and accessible route for clients to tell us when something has gone wrong. We use the word complaint to mean any expression of dissatisfaction about our services, staff, conduct on site, pricing, communication, or the outcome of any cleaning visit, whether domestic or commercial. We encourage you to raise any concern, however small it may seem, so that we have an opportunity to put it right.

When to Make a Complaint

You should use this procedure if you believe that we have not delivered our services with reasonable care and skill, have not met agreed standards, or have failed to follow through on what was promised at the time of booking. Examples include concerns about the quality of carpet cleaning, damage to property, missed appointments, conduct of team members, or misunderstandings about quotations or charges.

We ask that complaints are raised as soon as reasonably possible after the issue occurs, and ideally within 14 days of the relevant cleaning visit. Prompt notification helps us investigate more effectively and, where appropriate, to remedy the situation quickly.

How to Raise a Complaint

You may raise a complaint in writing or verbally. Written complaints are preferred wherever possible, as they help to avoid misunderstandings and provide a clear record of what has happened. When submitting a complaint, please include the following information:

Your full name and, if relevant, the business or property name. The service address where the cleaning took place. The date and approximate time of the appointment. A description of what went wrong and how it has affected you. Any photos or supporting details that may help us understand the issue.

If you made the booking on behalf of another person, please confirm that you are authorised to discuss the matter and agree any resolution with us.

Stage One: Initial Review and Acknowledgement

Once we receive your complaint, we will record it in our internal system and carry out an initial review. We will acknowledge receipt within a reasonable timeframe and will normally do so within three working days. At this stage we may contact you to clarify details, request further information, or arrange a convenient time to discuss the matter in more depth.

Our first priority is to understand what has happened from your perspective and to determine whether there is an immediate action we can take, for example arranging a revisit to inspect the work or to repeat part of the cleaning if appropriate.

Stage Two: Investigation and Response

A senior member of our team will investigate your complaint. This may include reviewing job notes, speaking to the cleaning technicians who attended your property, checking any pre-service inspections or condition reports, and examining photographs where available. Where a site visit is necessary to assess the condition of surfaces, carpets or furnishings, we will arrange this with you in advance.

Once the investigation is complete, we will provide you with a written or verbal response setting out our findings. We will explain whether we believe the service has fallen below our standards, what factors may have contributed to the issue, and what we propose to do next. We aim to provide a full response within 10 working days of acknowledging your complaint, although more complex matters may take longer. If additional time is required, we will let you know and keep you updated.

Possible Outcomes and Remedies

Where we accept that our service has not met reasonable expectations, we will seek a fair and proportionate resolution. Depending on the circumstances, this may include:

Providing advice and guidance on aftercare where cleaning results are affected by pre-existing conditions. Repeating all or part of the cleaning service without additional charge. Offering a partial or full refund for the affected service, where justified. Proposing another form of remedy that we believe is reasonable in the circumstances.

In some cases we may conclude that we are not responsible for the issue, for example where damage is due to existing wear, permanent staining, previous cleaning or treatment, or where recommendations or aftercare instructions have not been followed. If this is the case, we will explain our reasoning carefully and openly.

Stage Three: Escalation and Review

If you are dissatisfied with the outcome of Stage Two, you may ask for your complaint to be reviewed by a more senior manager. When requesting an escalation, please explain why you remain unhappy and what further outcome you are seeking. The reviewing manager will look again at all the information, including any new points you raise, and may contact you to discuss the situation in more detail.

Following this review, we will confirm our final position. We will explain any further steps that may be available to you, including independent advice where appropriate. At this stage the internal complaints process will normally be considered complete.

Our Commitment to Fairness and Learning

We treat all complaints seriously, whether they relate to a single visit or ongoing service arrangements. Our team is expected to engage with customers respectfully, listen carefully, and remain open to feedback. We will not refuse to consider a complaint simply because it is critical of our services, and we will not treat you less favourably because you have raised a concern.

We also use the information obtained through complaints to improve our services. This may include updating our training for cleaning technicians, refining booking and confirmation processes, reviewing the suitability of products and equipment, and improving communication about what can realistically be achieved in particular cleaning situations.

Confidentiality and Data Protection

Information you provide as part of a complaint will be handled in line with our general approach to privacy and data protection. Details are shared only with those who need to know in order to investigate and resolve the matter. We retain records of complaints for an appropriate period so that we can monitor patterns, demonstrate how issues were handled, and continue to improve the quality of our carpet and upholstery cleaning services.

Continuous Improvement

Carpet Cleaners Islington values feedback from all clients in our service area. Compliments, suggestions and complaints alike help us to refine our processes, maintain consistent quality, and ensure that visits to homes and business premises are carried out with care and professionalism. If something has not gone as you expected, we encourage you to use this Complaints Procedure so that we can address it promptly and work towards a satisfactory outcome.