Complaints Procedure
Complaints Procedure for Carpet Cleaning Kennington
This complaints procedure explains how customers of Carpet Cleaning Kennington can raise concerns about our carpet, rug, upholstery, or related cleaning services, and how we will handle and resolve those concerns. Our aim is to deal with every complaint quickly, fairly, and professionally so that you feel heard and supported at every stage.
Our Commitment to Resolving Complaints
We are committed to delivering a high standard of cleaning and customer care across our service area. If you feel that we have not met your expectations, we want to know. We treat all complaints as an opportunity to review our work, put things right where necessary, and improve our services for the future.
We will always:
Listen carefully to your concerns; Treat you with respect and courtesy; Record and review the details of your complaint; Aim to resolve the issue as quickly as possible; Keep you informed about progress and outcomes.
What Counts as a Complaint
A complaint is any expression of dissatisfaction, whether spoken or written, about our cleaning services, our staff, our communication, or the way we have handled a previous issue. Examples may include:
Concerns about the quality or results of a cleaning visit; Issues with punctuality, conduct, or behaviour of cleaning staff; Disagreement about a quote, charge, or payment; Concerns about property care, such as accidental damage; Dissatisfaction with how a previous concern was handled.
You do not need to use the word complaint when you contact us; if you are unhappy and want us to respond, we will treat your concern as a complaint under this procedure.
How to Make a Complaint
You can make a complaint in the way that is most convenient for you. We accept complaints made verbally, in writing, or through our general contact channels listed on our website or booking confirmation.
When making a complaint, please provide as much information as you can, including:
Your full name; The service address; The date and approximate time of the cleaning appointment; A clear description of what went wrong or did not meet your expectations; Any photographs or notes that help show the issue; What outcome you would consider a fair resolution.
Providing detailed information helps us investigate your complaint efficiently and respond more quickly.
Stage One: Initial Informal Resolution
Where possible, we encourage customers to raise concerns as soon as they arise, ideally within a short period after the cleaning service. In many cases, issues can be resolved informally and promptly.
At this stage, we will:
Acknowledge your concern; Ask any necessary questions to understand the situation; Review the relevant booking details and, where appropriate, speak with the cleaning operative; Offer an explanation and, if needed, a practical solution such as re-cleaning affected areas or discussing a suitable remedy.
Many complaints are resolved at this initial stage to the customer’s satisfaction. If you are not satisfied with the outcome, you can request that your complaint be escalated to the formal stage.
Stage Two: Formal Complaint Investigation
If your complaint cannot be resolved informally, or you prefer a more formal review, we will log it as a formal complaint.
Once your complaint is registered at this stage, we will:
Formally record the details of your complaint; Acknowledge receipt within a reasonable timeframe; Assign a person responsible for reviewing your complaint; Conduct an objective investigation, which may include speaking with staff members involved and reviewing any evidence provided.
We aim to provide a written or clearly documented response within a reasonable period. If we require more time due to the complexity of the issue, we will let you know and explain why.
Our Investigation and Response
During the investigation we will consider:
What service was agreed and delivered; Whether our team followed our internal procedures and standards; Whether any external factors contributed to the problem; Whether we could reasonably have done anything differently.
After reviewing all relevant information, we will provide you with a clear outcome. This may include:
A full or partial explanation of what happened; Where appropriate, an apology; Details of any corrective action, such as a re-clean or other practical remedy; Any steps we will take internally to reduce the likelihood of a similar issue occurring in future.
Time Limits for Complaints
We recommend that complaints about cleaning quality are made as soon as possible after the service, ideally within a short timeframe while the work can still be inspected and, if necessary, corrected. Complaints made significantly later may be harder to investigate fully, but we will still review any concerns you raise and explain what we can reasonably do in the circumstances.
If You Remain Dissatisfied
If, after the formal investigation, you remain unhappy with our response or the steps we propose to resolve the matter, you may contact us again to explain why you do not consider the issue resolved. We will review the complaint a second time where appropriate, particularly if you provide new information or if there is any aspect we may have misunderstood.
Where no further progress can be made, we will inform you that we have reached the end of our internal complaints procedure and confirm our final position.
Respectful and Fair Treatment
We aim to handle all complaints in a fair and balanced manner. We also expect all parties to communicate respectfully. We may decide to limit or manage contact where communication becomes abusive or unreasonable, but this will not prevent us from considering the substance of a legitimate complaint.
Using Complaints to Improve Our Services
Every complaint we receive helps us review our systems, staff training, and quality control. We regularly monitor the types of issues raised and look for patterns so we can improve our carpet cleaning, upholstery care, and customer support across our service area.
By following this complaints procedure, Carpet Cleaning Kennington aims to ensure that any concerns about our cleaning services are addressed in a timely, transparent, and constructive way, helping to maintain trust with our customers.
Carpet Cleaning
Upholstery Cleaning
End Of Tenancy Cleaning
Domestic Cleaning
House Cleaning
Office Cleaning
