Complaints Procedure

Kensington Carpet Cleaning Complaints Procedure

At Kensington Carpet Cleaning, we are committed to providing a reliable and professional cleaning service. We recognise that, on occasion, things may not go as planned. When this happens, we want to hear from you so that we can put matters right, learn from the experience and continually improve our carpet, upholstery and specialist cleaning services.

Our Commitment To You

We aim to handle all complaints promptly, fairly and consistently. Every concern raised is treated seriously, whether it relates to the quality of cleaning, conduct of staff, timing of visits or any aspect of our customer service. We will always treat you with respect and expect our team members to be treated in the same way.

What Counts As A Complaint

A complaint is any expression of dissatisfaction about our services, however small, that requires a response. This may include issues such as missed areas during cleaning, damage allegedly caused during a visit, delays or cancellations, payment or quotation disputes, or communication problems before, during or after a booking.

You do not need to use particular language or terminology for your feedback to be treated as a complaint. If you tell us you are unhappy, we will handle it under this procedure.

How To Make A Complaint

You can raise a complaint using any method of contact you usually use with Kensington Carpet Cleaning, including contacting us after a visit by your preferred communication method or raising the issue directly with the cleaning team on the day of service. Complaints can be made by the person who booked the service or by the person at the property where the work took place, provided they can give full details of the booking.

When making a complaint, please provide as much information as possible, including your name, the service address, date and approximate time of the service, a clear description of the issue, and any supporting details such as photographs where appropriate. This helps us investigate more quickly and effectively.

Time Limits For Raising Concerns

We encourage customers to raise any concerns as soon as possible so that we have the best opportunity to inspect the work and resolve matters quickly. Ideally, complaints about the quality of cleaning should be raised within 48 hours of completion of the service. Some issues, such as alleged damage, may need to be reported immediately so that we can carry out an accurate assessment.

Where complaints are raised later than this, we will still listen and consider the circumstances, but our ability to verify details and provide certain types of remedy may be reduced.

How We Handle Your Complaint

Once we receive your complaint, we will acknowledge it and begin our investigation. In most cases, an initial response will be provided within a reasonable timeframe during normal business days. Simple issues may be resolved immediately, while more complex matters may take longer to review.

Our investigation may involve speaking with the cleaning operatives who attended the property, reviewing schedules and records, and asking you for additional information or images to clarify the situation. We may also propose a follow-up visit to inspect the area of concern or to carry out remedial work.

Stages Of The Complaints Process

Stage one: Informal resolution. Wherever possible, we aim to resolve complaints informally at the first point of contact. This may include an apology where appropriate, an explanation of what happened, and an offer of corrective action such as a re-clean of specific areas.

Stage two: Formal review. If you are not satisfied with the initial response, you can request that your complaint is reviewed by a senior member of the Kensington Carpet Cleaning team. They will reassess the details, consider any new information and provide a reasoned outcome. You will be informed of any final decision and offered any remedies that may be appropriate.

Possible Outcomes And Remedies

Depending on the nature and findings of the investigation, outcomes may include a full or partial re-clean of the affected area, service adjustments for future bookings, a goodwill gesture where justified, or an explanation of why no further action is considered appropriate. Any remedy offered is at the discretion of Kensington Carpet Cleaning and will take into account the evidence available, the condition of the property and furnishings prior to cleaning, and the services originally agreed.

Fairness And Confidentiality

We aim to treat all parties fairly and objectively. We do not discriminate against anyone who raises a concern in good faith. Information relating to your complaint will be recorded and stored securely, and shared only with those who need it to investigate and resolve the matter. We also expect customers to provide accurate information and to act respectfully towards our staff throughout the process.

Learning From Complaints

Complaints help us to improve our domestic and commercial cleaning services across our operating area. We regularly review the feedback we receive to identify patterns, update staff training, refine our procedures and enhance quality checks. By telling us when something has gone wrong, you contribute directly to better standards for all our customers.

Further Action

We always aim to resolve complaints directly with you. If, after completing our internal procedure, you remain dissatisfied with the outcome, you may wish to seek independent advice about your options. This complaints procedure does not affect your statutory rights.

Kensington Carpet Cleaning reserves the right to update this complaints procedure from time to time to reflect changes in our services, internal processes or applicable guidance. The version in force at the time of your complaint will apply to its handling and resolution.