Complaints Procedure at Ickenham Carpet Cleaners

At Ickenham Carpet Cleaners we aim to provide a reliable, professional and friendly cleaning service for carpets, rugs, upholstery and hard floors. If something goes wrong or you are unhappy with any aspect of our work, we want to know as soon as possible so we can put it right, learn from the issue and improve our services.

This complaints procedure explains how you can raise a concern, how we will handle your complaint, and what you can expect from us at each stage.

1. Purpose of this complaints procedure

The purpose of this procedure is to provide a clear and fair process for resolving complaints about our cleaning services. It applies to all domestic and commercial customers who have used Ickenham Carpet Cleaners for any type of cleaning, including one-off visits, regular maintenance, end of tenancy cleaning and specialist treatments.

We are committed to treating all complaints seriously, dealing with them promptly and handling them in a consistent manner.

2. What is a complaint

A complaint is any expression of dissatisfaction about our services, staff, cleaning results, pricing, communication or the way we have handled a previous concern. You may wish to complain if, for example, you believe that:

The quality of cleaning was below the standard you reasonably expected.

Our team did not follow agreed instructions for a visit or booking.

There was damage to your property that you believe is linked to our work.

Our staff acted in a way you consider unprofessional or discourteous.

We did not communicate clearly about timings, access or pricing.

We did not respond to an earlier concern in a timely or satisfactory way.

If you are unsure whether your issue counts as a complaint, please raise it with us and we will help you through the process.

3. How to make a complaint

You can make a complaint in writing or verbally. Written complaints are often helpful as they allow us to review the details carefully, especially where cleaning results or alleged damage are involved.

When making a complaint, please provide as much information as possible, including:

Your full name and the address where the cleaning took place.

The date of the cleaning service and your booking reference if you have one.

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

Any relevant information about the areas cleaned, items affected or products used.

Any photographs that show the issue, such as stains, marks or damage.

What outcome you are seeking, for example a re-clean of specific areas or a review of charges.

We recommend that you raise your complaint as soon as possible and, where relevant, within a reasonable time of the cleaning visit so we can investigate effectively.

4. Our complaints handling stages

We aim to deal with complaints in a clear and structured way, using the following stages.

Stage 1: Initial response

Once we receive your complaint, we will record the details and acknowledge that we have received it. We will normally do this within a few working days. At this stage we may ask you for any further information needed to understand the issue properly, such as photographs, details of specific rooms or items affected, or clarification of times and dates.

Stage 2: Investigation

A senior member of our team will review your complaint, any supporting information and the details of the cleaning visit. Where appropriate we may contact the cleaning technician who attended your property to gather their account of the work carried out. In some cases, especially where the concern relates to visible cleaning results or possible damage, we may suggest a follow-up visit to inspect the area in person. This helps us reach a fair and informed decision.

Stage 3: Outcome and proposed resolution

After we have completed our investigation, we will explain our findings and set out our proposed resolution. Depending on the circumstances, this may include:

Offering a re-clean of the affected areas where we believe standards fell short.

Providing guidance on expectations where limitations of cleaning or pre-existing conditions are identified.

Offering a partial or full adjustment to your invoice, where appropriate.

Taking internal action such as additional training or monitoring of staff.

If we do not uphold your complaint, we will explain our reasons clearly and provide you with any supporting information we relied on in making that decision.

5. Timeframes for dealing with complaints

We aim to handle complaints as quickly as is reasonably possible. The exact time needed will depend on the complexity of the case and whether an inspection visit is required. As a general guide, we aim to:

Acknowledge your complaint within a few working days.

Complete our investigation and provide a considered response within a reasonable timeframe after acknowledgement, depending on the nature of the complaint.

If we expect any significant delay, we will let you know and explain why, for example where we are waiting for further information, photographs or access to the property for inspection.

6. Your responsibilities when raising a complaint

To help us investigate and resolve your complaint fairly, we ask that you:

Raise the issue as soon as possible after the service.

Give a clear and accurate description of the problem.

Allow us reasonable access to inspect the work, where necessary.

Respond promptly to any reasonable requests for information.

Communicate with our team in a respectful and constructive way.

Where a complaint relates to stains, wear, pre-existing damage or the condition of carpets, upholstery or flooring before we arrived, please provide us with any information you have so we can fully understand the background.

7. Limitations and realistic expectations

There are practical limitations to what any cleaning process can achieve. Some stains, odours, wear or colour changes may be permanent despite professional treatment. Where this is the case, we will always strive to explain this honestly and set realistic expectations before or during the job. While this may affect the outcome of some complaints, we always welcome your feedback and will treat each situation on its merits.

8. Continuous improvement and record keeping

We keep an internal record of complaints and the steps taken to resolve them. This allows us to identify patterns, carry out additional staff training where necessary and make improvements to our procedures, products and customer communication.

By following this complaints procedure at Ickenham Carpet Cleaners, we aim to handle any concerns you may have in a fair, transparent and professional way, and to maintain the trust of customers who rely on our cleaning services.