Kensington Carpet Cleaners Complaints Procedure

At Kensington Carpet Cleaners, we aim to deliver high standards of professional cleaning and customer care on every visit. When something goes wrong, we want to know about it so that we can put things right and improve our services. This complaints procedure explains how you can raise a concern, how we will respond, and what you can expect from us at each stage.

Purpose of This Complaints Procedure

This procedure is designed to give all customers a clear and fair route to raise issues about any carpet, upholstery, rug, or related cleaning service carried out by Kensington Carpet Cleaners. It applies to all services provided in our usual service area and covers work carried out by our own staff and by any contractors working on our behalf.

We are committed to treating every complaint seriously, handling it promptly, and using the feedback to maintain and improve service quality.

What We Class as a Complaint

A complaint is any expression of dissatisfaction about our cleaning services, our staff, the conduct of a visit, or the information you have received from us. Examples may include:

Issues with the standard of cleaning work, such as stains you believe should have been removed, areas missed, or damage allegedly caused during cleaning.

Concerns about punctuality, behaviour, attitude, or professionalism of any member of our team.

Concerns about pricing, quotations, or the clarity and accuracy of information provided before or after a booking.

Problems with scheduling, access, or how we have handled your personal details in relation to a booking.

If you are unsure whether your concern counts as a complaint, you may still raise it and we will direct it to the most appropriate person to review.

How to Make a Complaint

You can make a complaint in the way that is easiest for you. We accept complaints in writing or verbally. Please provide as much detail as possible so that we can investigate thoroughly. Helpful information includes:

Your full name and the address where the cleaning was carried out.

The date of the service and, if known, the arrival time of our team.

A description of the issue, including specific areas of concern (for example, a particular room, rug, or piece of furniture).

Any photographs or notes you may have taken after the visit.

Any steps already taken to discuss the issue with our staff.

We encourage customers to raise concerns as soon as possible after the service. Reporting issues promptly gives us the best chance to investigate and, where appropriate, to carry out remedial work.

Initial Handling and Acknowledgement

Once we receive your complaint, we will log it in our internal system and assign it to a member of our team who is responsible for complaints handling. We aim to acknowledge your complaint within a reasonable period, typically within three working days. Our acknowledgement will confirm that we have received your complaint and outline the next steps in the process.

In some cases, we may need to contact you for further details or clarification before we can proceed with a full review. Providing prompt responses to any follow up questions will help us to complete the investigation efficiently.

Investigation of Your Complaint

The person handling your complaint will review all relevant information, which may include:

Details of your booking and the service requested.

Notes from the cleaning team who attended your property.

Any photographs, videos, or written information you have provided.

Our standard operating procedures and any relevant guidance that applies to your situation.

Where appropriate, we may propose a follow up visit to inspect the areas of concern in person. This can help us assess whether additional cleaning is possible, identify any limitations of the original service, and consider any other contributing factors.

Our Response and Possible Outcomes

After we complete our investigation, we will provide you with a clear response. Our aim is to do this within 10 working days of acknowledging your complaint, although more complex issues may take longer. If we need more time, we will inform you and explain the reason for the delay.

Our response will explain the outcome of the investigation and, where appropriate, any steps we propose to resolve the matter. Possible outcomes may include:

Arranging a return visit to carry out additional cleaning work.

Offering advice or guidance on further treatment options where stains or damage are not fully removable.

Offering a partial or full refund where our investigation supports this course of action.

Providing an explanation of our findings and any relevant limitations of the service provided.

We will always aim to reach a fair and reasonable outcome based on the evidence available.

If You Remain Dissatisfied

If you are not satisfied with the response you receive, you may ask for your complaint to be reviewed by a senior member of our team who was not involved in the original investigation. This review will consider the initial complaint, the investigation carried out, and the response already given.

After this internal review, we will provide a final position on the complaint. If we are unable to resolve the matter to your satisfaction, you may choose to seek independent advice about any further options that may be available to you.

Your Responsibilities as a Customer

To help us handle complaints fairly and efficiently, we ask customers to:

Raise concerns as soon as reasonably possible after the service.

Provide accurate and complete information about the issue.

Allow us reasonable access to the property where a follow up inspection or remedial visit is required.

Treat our staff with respect and avoid abusive, threatening, or aggressive behaviour at all times.

Where behaviour is abusive or unreasonable, we may limit the ways in which we communicate, but we will still consider any valid concerns raised.

Continuous Improvement

All complaints are logged and reviewed regularly to identify patterns and opportunities to improve how we deliver services. This may involve further staff training, updating internal procedures, or adjusting how we explain our services and their limitations. By sharing your concerns with us, you help Kensington Carpet Cleaners maintain and improve the quality and reliability of our carpet and upholstery cleaning work.

Changes to This Procedure

We may update this complaints procedure from time to time to reflect changes in our services, internal processes, or applicable guidance. The version published on our website will always be the most current. Any changes will apply to new and ongoing complaints from the date the updated procedure is made available.