Complaints Procedure for Isle of Dogs Carpet Cleaners
Isle of Dogs Carpet Cleaners is committed to providing reliable, professional carpet and upholstery cleaning services. We aim to resolve any concerns quickly, fairly and transparently. 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 Commitment to You
We recognise that, despite our best efforts, problems can occasionally arise. When they do, we will:
Listen carefully to your concerns and treat your complaint seriously and respectfully.
Record the details accurately so that we fully understand what has happened.
Investigate the matter promptly and objectively.
Offer a clear explanation of our findings and any actions we will take to put things right.
Use feedback to improve our carpet, rug, upholstery and floor cleaning services across our service area.
What Counts as a Complaint
A complaint is any expression of dissatisfaction about our services, staff, or how we have handled a previous enquiry or booking, where you are expecting a response or resolution from us. Examples include:
Concerns about the quality or outcome of a carpet, rug or upholstery clean.
Damage or alleged damage to items, furnishings or property during a visit.
Missed or significantly delayed appointments without adequate communication.
Issues with the conduct, attitude or professionalism of our technicians.
Problems with invoices, pricing clarity or payment arrangements.
How to Make a Complaint
You can raise a complaint in writing or verbally. Written complaints help us keep an accurate record, but we will accept complaints in any reasonable form. Please contact us using the details set out on our main contact page.
When submitting a complaint, please provide:
Your full name and preferred contact details.
The address where the cleaning service was carried out.
The date of the service and the name of the technician, if known.
A clear description of what went wrong and when it occurred.
Any supporting information, such as photographs, notes or job references, if available.
Stage One: Informal Resolution
We encourage you to raise any concerns as soon as possible, ideally within a short time after the service. In many cases, issues can be resolved quickly and informally by speaking with our office team or the supervisor responsible for your booking.
At this stage, we will:
Listen to your concerns and ask any necessary questions to clarify the situation.
Check our records, including job notes and technician reports.
Offer a practical solution where possible, such as returning to inspect the work or carrying out a re-clean where appropriate.
If you are satisfied with the outcome at this point, the matter will be considered resolved. If not, you may proceed to make a formal complaint.
Stage Two: Formal Complaint and Investigation
If your complaint cannot be resolved informally, or you prefer a more formal approach from the outset, we will treat it as a formal complaint.
Upon receipt of a formal complaint, we will:
Acknowledge your complaint within a reasonable timeframe and confirm that an investigation is underway.
Assign a person with appropriate responsibility to review the matter, who was not directly involved in the original work where practicable.
Gather all relevant information, which may include speaking with the technician, reviewing job records and, if necessary, arranging a site visit to inspect the areas cleaned.
Timescales and Communication
We will aim to complete our investigation and provide a full response as soon as reasonably possible. The time required may depend on the complexity of the issue, but we are committed to keeping you informed.
We will provide you with:
An explanation of what we have found during our investigation.
Our decision on whether the complaint is upheld in full, in part, or not upheld.
Details of any corrective actions we propose, such as a re-clean, remedial work, or other appropriate measures.
Any reasons why we are unable to meet a particular request, if that is the case.
Possible Outcomes and Remedies
Where a complaint is upheld, we will consider a range of proportionate remedies, depending on the situation. These may include:
Providing additional cleaning or re-cleaning specific areas.
Offering practical steps to help address any remaining concerns.
Reviewing and improving our internal procedures, staff training or quality checks to reduce the risk of recurrence.
In cases involving alleged damage, we will carefully review all evidence before deciding on appropriate action.
Escalation of Your Complaint
If you remain dissatisfied after receiving our formal response, you may ask for your complaint to be reviewed again. At this point, where possible, a senior member of our team will reconsider the matter, looking at:
Whether our original investigation was thorough and fair.
Whether our decision and proposed remedy were reasonable and proportionate.
Whether any new information has come to light that could affect the outcome.
We will provide you with a final response once this review is complete.
Fair Treatment of Staff and Customers
We expect our staff to treat all customers courteously and with respect, and we ask that customers do the same in return. We will not tolerate abusive, threatening or discriminatory behaviour towards our team. If necessary, we may limit communication channels or bring correspondence to a close where behaviour is unreasonable, while still addressing the core issues raised wherever we can.
Using Complaints to Improve Our Services
All complaints are recorded and monitored so that we can identify patterns, common issues and opportunities for improvement. Feedback from customers using our carpet, rug and upholstery cleaning services helps us:
Refine our cleaning methods and quality standards.
Enhance staff training and supervision.
Improve communication around bookings, timescales and pricing.
Strengthen our overall customer care across the areas we serve.
Confidentiality and Data Protection
Information you provide during the complaints process will be handled confidentially and used only for the purposes of investigating and resolving your complaint, training and quality monitoring, or as required by law. We will store your information securely and in line with our data protection responsibilities.
Review of This Complaints Procedure
This complaints procedure is reviewed periodically to ensure it remains clear, fair and effective. We may update it from time to time to reflect changes in our services, feedback from customers or developments in best practice within the cleaning industry.
By setting out this complaints procedure, Isle of Dogs Carpet Cleaners aims to give every customer confidence that any issue raised will be handled seriously, professionally and with a genuine desire to reach a fair outcome.
