Complaints Procedure

Ilford Carpet Cleaners Complaints Procedure

Ilford Carpet Cleaners is committed to providing a reliable, professional cleaning service and to resolving any concerns in a fair and timely manner. This Complaints Procedure explains how customers can raise a complaint, how it will be handled, and what outcomes can be expected.

Purpose of this Complaints Procedure

The purpose of this procedure is to ensure that any dissatisfaction with our carpet, upholstery, or related cleaning services is dealt with consistently and transparently. We aim to:

• Make it easy for you to tell us when something has gone wrong.
• Respond promptly and clearly to your concerns.
• Take reasonable steps to put things right where we are at fault.
• Use feedback to improve the quality and reliability of our services.

What We Class as a Complaint

A complaint is any expression of dissatisfaction about the standard of service, conduct of our operatives, or the way a previous concern has been handled. This can include issues such as:

• The quality or effectiveness of the cleaning carried out.
• Damage or suspected damage to property during a visit.
• Missed, late, or incomplete appointments.
• Behaviour or attitude of cleaning staff or representatives.
• Inaccurate information about services, pricing, or timescales.
• How a previous complaint or query was resolved.

General requests, booking queries, or questions about our services that do not involve dissatisfaction are not treated as complaints, but we will still do our best to respond helpfully.

How to Make a Complaint

You can raise a complaint in writing or verbally. For clarity and record-keeping, we encourage you to submit your complaint in writing wherever possible. When making a complaint, please provide:

• Your full name and the address where the service was provided.
• The date the service took place and, if known, the time of the appointment.
• A clear description of what went wrong and how you were affected.
• Any supporting information, such as photos of the affected area or a copy of your booking confirmation.
• Details of anything you have already discussed with our staff about the issue.

Providing as much detail as possible helps us to investigate your concern thoroughly and reach a fair outcome more quickly.

Time Limits for Raising a Complaint

We ask that you notify us of any issues with your cleaning service as soon as reasonably possible. Certain matters, such as concerns about stain removal results or issues with recently cleaned carpets, are easier to assess and resolve when raised shortly after the appointment.

We generally expect complaints to be made within 14 days of the service date. Complaints raised outside this period will still be considered, but our ability to fully investigate and provide remedies may be more limited, especially where conditions may have changed since the visit.

Our Complaints Handling Stages

Our complaints procedure is structured in stages to ensure consistency and fairness.

Stage 1: Initial Review

Once we receive your complaint, we will record it and carry out an initial review. At this stage we will:

• Acknowledge your complaint and confirm that it is being investigated.
• Clarify any details if we need more information to understand the issue.
• Check the details of your booking and any previous contact you have had with us.

We aim to acknowledge all complaints within a reasonable timeframe.

Stage 2: Investigation and Response

A suitably trained member of our team will investigate your complaint. This may involve:

• Speaking to the operative or team who attended your property.
• Reviewing job notes, checklists, and any photographs we hold.
• Considering the information, images, or evidence you have supplied.
• Assessing whether our service met the standards we promise to customers.

Once the investigation is complete, we will provide a written or verbal response setting out:

• Our understanding of your complaint.
• The findings of our investigation.
• Whether we consider the complaint to be upheld, partially upheld, or not upheld.
• Any actions we propose to take to resolve the matter.

Stage 3: Proposed Remedies

Where we find that our service has not met our stated standards, we will aim to offer a fair and proportionate remedy. Depending on the circumstances, this may include one or more of the following:

• A return visit to re-clean specific areas at no additional cost.
• Practical steps to address any shortcomings identified.
• A partial or full refund, where this is appropriate and reasonable.
• An explanation or clarification where there has been a misunderstanding.

All remedies are considered on a case-by-case basis and are based on the evidence available, the nature of the service, and the extent of any shortfall in standards.

Timescales for Handling Complaints

We aim to handle complaints as promptly as possible. While timescales may vary depending on the complexity of the issue, we will strive to:

• Acknowledge your complaint within a reasonable time.
• Complete most investigations and provide a detailed response within 10 working days of receiving all necessary information.

If we are unable to meet these timescales, for example where more detailed investigation is required, we will keep you informed of progress and indicate when you can expect an update.

Escalating Your Complaint

If you are not satisfied with the outcome at the conclusion of our investigation, you may request that your complaint is reviewed by a more senior member of our team. When requesting an escalation, please explain which aspects of the decision or proposed remedy you disagree with and why.

The escalation review will consider whether the original investigation was carried out fairly, whether all relevant information was taken into account, and whether the proposed resolution remains reasonable. Following this review, we will provide a final response outlining our position.

Our Commitment to Fair Treatment

We treat all complaints seriously and handle them confidentially. Making a complaint will not affect your right to use our services in the future, and we expect all parties to behave respectfully during the process. Any feedback, including criticism, is used constructively to refine our cleaning procedures, staff training, and customer service standards.

Continuous Improvement

Ilford Carpet Cleaners reviews complaints data regularly to identify patterns and recurring issues. This helps us to improve our cleaning methods, scheduling, and communication with customers across our service area. By following this procedure, we aim to ensure that any problems are promptly addressed and that our overall service continues to develop in line with customer expectations.