Ilford Carpet Cleaning Complaints Procedure

Ilford Carpet Cleaning is committed to providing reliable and professional carpet, rug, upholstery and end of tenancy cleaning services for residential and commercial customers. We aim to complete every job to a high standard, but we recognise that occasionally things may not go as planned. This complaints procedure explains how you can raise a concern about our services, how we will respond, and what you can expect from us throughout the process.

Our Commitment to You

We take all feedback seriously, including complaints. When you tell us that something has gone wrong, it gives us the opportunity to put matters right and to improve our cleaning services for customers in our service area. Our aims when handling a complaint are to listen carefully, deal with your concerns fairly and consistently, and reach a clear outcome as quickly as reasonably possible.

We will always treat you with respect and expect our staff and customers to behave politely and professionally during any complaint. We do not tolerate abusive or threatening behaviour towards our team.

What This Procedure Covers

This complaints procedure covers concerns and complaints about:

Quality of any carpet, rug, upholstery or mattress cleaning service we have provided. Conduct or behaviour of our cleaning technicians or office staff. How we have managed your booking, such as timings, access, or agreed work. Charges that you believe do not match the service provided or the quote agreed. Any aspect of our service that you feel did not meet the standards we promised.

This procedure does not cover complaints about services carried out by another company or work that was not booked with Ilford Carpet Cleaning. It also does not replace any rights you may have under consumer law.

Raising a Complaint Informally

In many cases, issues can be resolved quickly and informally. If you are unhappy with any part of the service on the day of the clean, we encourage you to raise the matter with the cleaning technician while they are still on site. They may be able to correct the problem immediately, such as re-cleaning an area or clarifying what has been done.

If you notice an issue after the cleaning visit, please contact our office as soon as possible with details of the problem and your booking reference or the date and address of the service. Providing photographs of any areas of concern can help us understand the issue more clearly and speed up our response.

Making a Formal Complaint

If your concern cannot be resolved informally, or you prefer a more structured review, you can make a formal complaint. To help us deal with your complaint efficiently, please provide the following information when you contact us:

Your full name and address where the service took place. The date and approximate time of the cleaning visit. A description of the service booked, such as carpet cleaning, upholstery cleaning, end of tenancy cleaning, or stain removal. A clear explanation of what went wrong and what outcome you are seeking, for example a re-clean of certain areas or a partial refund. Any relevant photographs, videos, or supporting documents that show the issue.

We recommend submitting your complaint as soon as possible after the service, ideally within seven days of the visit. This allows us to investigate while the details are still fresh and any evidence is more reliable.

How We Will Handle Your Complaint

Once we receive your formal complaint, we will follow these steps:

Acknowledgement. We will confirm that we have received your complaint. We will also let you know if we require any additional information to begin our investigation.

Investigation. A member of our management team will review your complaint in detail. This may involve speaking to the cleaning technician who attended your property, reviewing job notes and photographs taken on the day, checking your original booking details and quote, and assessing any evidence you have provided.

Site Visit. If necessary and practical, we may offer to return to your property to inspect the areas of concern. This helps us understand the issue and decide on the most appropriate solution. Any such visit will be arranged at a mutually convenient time.

Outcome. After we have completed our investigation, we will explain our findings and decision to you in clear terms. Where we find that our service did not meet the standards we aim to deliver, we will propose a suitable resolution. This may include a re-clean of specific areas, a partial refund or credit, or another reasonable remedy depending on the circumstances.

Timeframes for Responding

We aim to deal with complaints promptly. Response times may vary depending on the complexity of the issue, but we work to the following general timeframes:

Initial acknowledgement within a reasonable period after you submit your complaint. Completion of a full investigation and notification of the outcome as soon as reasonably possible, taking into account the need to gather information from staff and, if required, to arrange a site visit.

If we anticipate any delay, we will let you know and explain the reasons, along with an updated timeframe.

Possible Outcomes and Remedies

Every complaint is assessed on its individual facts and circumstances. Where we conclude that we are responsible for a problem with the service, we will take reasonable steps to put it right. Possible remedies may include:

Returning to the property to re-clean affected areas. Offering a partial refund or credit where appropriate. Providing advice on realistic expectations where damage, wear, or staining cannot be fully removed, even with professional cleaning. Offering an explanation and, where necessary, improving our training and procedures to prevent similar issues in the future.

If we find that we have delivered the service as agreed and within the limitations explained at the time of booking or before starting work, we will explain why we cannot offer the remedy you have requested.

Your Responsibilities

To help us deliver a fair outcome, we ask that you:

Provide accurate and complete information about the issue. Allow us reasonable access to the property to inspect or re-clean where this is part of the proposed solution. Raise complaints in a polite and respectful manner. Follow any reasonable instructions we provide regarding care of carpets, upholstery or other items after cleaning, as this can affect the final results.

Further Review

If you are unhappy with the outcome of your complaint after our investigation and any follow-up actions, you may write to us again explaining why you remain dissatisfied and what further resolution you are seeking. A different member of management will review your case where possible. This represents the final stage of our internal complaints procedure, and we will make this clear when we respond.

Continuous Improvement

Ilford Carpet Cleaning uses information from complaints and feedback to improve the quality and reliability of our services across our cleaning service area. We regularly review recurring themes and, where needed, update our staff training, cleaning methods, and customer communication so that future customers benefit from the lessons learned.

By setting out this complaints procedure, we aim to ensure that your concerns are handled in a clear, consistent and fair way, and that you know what to expect from us if you ever need to raise an issue about our cleaning services.