Carpet Cleaners Kennington Complaints Procedure

Carpet Cleaners Kennington is committed to providing reliable, professional carpet and upholstery cleaning services to customers in our service areas. We recognise that, on occasion, our work or communication may fall short of expectations. This complaints procedure explains how you can raise a concern, how we will handle it, and what you can expect from us at every stage.

1. Purpose of this Complaints Procedure

The purpose of this procedure is to give customers a clear, fair and transparent process for raising complaints about our services. We aim to resolve problems quickly, learn from feedback, and continuously improve the way we deliver cleaning services.

This procedure applies to all domestic and commercial customers who have used Carpet Cleaners Kennington for carpet, rug, upholstery or related cleaning work.

2. What Counts as a Complaint

A complaint is any expression of dissatisfaction about our services, whether justified or not, that requires a response. This can include, for example:

Poor quality of cleaning work or results not meeting reasonable expectations.

Damage or suspected damage to property or belongings during a cleaning visit.

Missed appointments, late arrivals, or communication failures about booking times.

Concerns about staff behaviour, conduct or professionalism while on your premises.

Issues with invoicing, charges or understanding what has been quoted or agreed.

If you are unsure whether your concern is a complaint, please raise it with us and we will treat it appropriately and respectfully.

3. How to Make a Complaint

We encourage customers to raise issues as soon as possible so that we can put things right quickly. You can make a complaint in any of the following ways:

Discuss it with the cleaner or supervisor on site at the time of the visit, if appropriate.

Contact our office and explain your concern, giving as much detail as possible, including your name, address, date of service, and a description of the issue.

Provide any relevant supporting information, such as photographs of areas of concern, notes about what was agreed, or copies of invoices or quotations.

Please make your complaint within a reasonable time after the service, ideally within 7 days of the appointment, so that we can properly investigate and assess the situation.

4. Information We Need From You

To help us deal with your complaint quickly and fairly, please provide:

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

The date and approximate time of the appointment.

Details of the service carried out, such as carpet cleaning, upholstery cleaning or stain treatment.

A clear description of what went wrong and how it has affected you.

Any steps already taken to try to resolve the matter informally.

Any evidence that may assist us, such as photographs or written notes.

5. How We Handle Your Complaint

We follow a structured process to make sure complaints are addressed consistently and thoroughly:

Acknowledgement: We will acknowledge your complaint as soon as reasonably possible and confirm that we are looking into the matter.

Investigation: We will review your account, speak to any staff involved, and, if necessary, arrange to inspect the property or the areas of concern.

Assessment: We will consider whether the service we provided met our internal standards and what, if anything, went wrong.

Response: We will explain our findings and any proposed solution or outcome in clear and straightforward language.

6. Timeframes for Responses

Our aim is always to deal with complaints promptly. While exact timescales may vary depending on the complexity of the issue, we generally aim to:

Acknowledge your complaint within a reasonable period of receiving it.

Complete our initial investigation and provide a detailed response within 10 working days, where possible.

Inform you if we need more time, explaining why and giving an updated timescale.

Some matters, such as those involving possible damage or third parties, may take longer to investigate. In those cases, we will keep you updated on our progress.

7. Possible Outcomes and Resolutions

If we find that your complaint is justified, we will aim to provide a fair and practical resolution. Depending on the circumstances, this may include:

Offering to re-clean the affected area or repeat the service.

Providing a partial or full refund for the specific service concerned, where appropriate.

Agreeing a goodwill gesture as a sign of our commitment to customer satisfaction.

Reviewing our procedures, training or supervision to prevent similar issues arising in future.

If we do not uphold your complaint, we will clearly explain the reasons for our decision and the evidence we have relied on.

8. Escalating Your Complaint

If you are not satisfied with the initial response, you may ask for your complaint to be reviewed at a higher level within Carpet Cleaners Kennington. In doing so, please explain why you remain dissatisfied and what outcome you are seeking.

We will re-examine the case, taking into account any new information, and provide a final written response setting out our position and any further steps we can reasonably take.

9. Our Commitment to Fairness and Privacy

All complaints are treated seriously, confidentially and with respect. We will not treat you differently or reduce the level of service we provide to you in future because you have made a complaint in good faith.

Any personal information you provide in connection with your complaint will be handled in line with our privacy practices and used only for the purposes of investigating and resolving the issue, as well as improving our services in the areas we cover.

10. Continuous Improvement

Carpet Cleaners Kennington welcomes feedback from all customers in our operating areas, whether positive or negative. Complaints and comments help us understand where our carpet and upholstery cleaning services can be improved. We regularly review issues raised through this procedure to identify patterns, update training, and refine our methods and customer care standards.

By following this complaints procedure, we aim to resolve problems fairly, maintain high standards of service across our locations, and continue building long-term relationships with our customers.