Kensington Carpet Cleaners Complaints Procedure
Kensington Carpet Cleaners is committed to delivering reliable, professional cleaning services and a positive experience for every customer. We recognise that, on occasion, things may not go as planned. This complaints procedure explains how you can raise a concern, how we will respond, and what you can expect at each stage of the process.
Purpose of This Complaints Procedure
The purpose of this procedure is to provide a clear and fair process for handling complaints about our services. It applies to all residential and commercial customers who have used Kensington Carpet Cleaners for carpet, upholstery, rug, or related cleaning work within our service areas.
We use all feedback, including complaints, to improve the quality, safety, and reliability of our services and to support continuous staff training and development.
What Is Considered a Complaint
A complaint is any expression of dissatisfaction about the standard of service you have received from Kensington Carpet Cleaners, whether the issue relates to:
Quality of cleaning or results achieved on carpets, rugs, upholstery, or other items.
Conduct, attitude, or professionalism of our cleaning technicians or office staff.
Appointment bookings, timekeeping, access arrangements, or cancellations.
Fees, quotations, invoicing, or perceived value for money.
Health and safety concerns, possible damage to property, or misuse of cleaning products.
Any other aspect of the service that you feel did not meet reasonable expectations.
How to Make a Complaint
We encourage you to raise any concern as soon as possible so that we can understand what has happened and seek to resolve it quickly. You can make a complaint in writing or verbally. When submitting a complaint, please provide:
Your full name and preferred method for us to contact you.
The property address where the service took place.
The date and approximate time of the cleaning appointment.
A clear description of what went wrong and how this has affected you.
Any photographs, notes, or other information that may help us understand the issue.
If you make a verbal complaint, we may ask you to confirm the key details in writing so that we can keep an accurate record.
Timeframe for Raising a Complaint
To allow us to investigate thoroughly and fairly, we ask that complaints relating to cleaning quality, visible damage, or service standards are raised as soon as reasonably possible after the work has been completed. In most cases, complaints submitted within a few days of the service date allow for the clearest assessment of the property condition and any work carried out.
Our Complaints Handling Stages
We aim to manage complaints in a structured and transparent way, following the stages below.
Stage One: Initial Review and Acknowledgement
Once we receive your complaint, we will review the information provided and acknowledge your complaint within a reasonable period of time. The acknowledgement will confirm that we have received your concerns, outline the next steps, and may request additional information where needed.
Stage Two: Investigation
A member of the management team will be assigned to investigate your complaint. The investigation may involve:
Reviewing internal records such as job sheets, technician notes, and any photographs taken before or after the cleaning.
Speaking with the cleaning technician or team who attended your property.
Requesting further details from you if anything is unclear.
Where appropriate and practical, arranging a follow-up visit to inspect the areas of concern in person.
We aim to complete our investigation within a reasonable timeframe, depending on the nature and complexity of the issue.
Stage Three: Outcome and Proposed Resolution
Once the investigation is complete, we will contact you to explain our findings and any decision reached. Possible outcomes may include, where appropriate:
Offering to re-clean specific areas of your carpets, rugs, or upholstery.
Providing guidance on further treatment where original expectations could not reasonably be achieved.
Offering a partial or full refund where justified by the findings.
Providing an explanation where the service is considered to have met the agreed specification.
In all cases, we aim to be clear, polite, and fair in our communication, explaining the reasons for our decision and any next steps.
Escalating Your Complaint
If you are not satisfied with the outcome at Stage Three, you may request that your complaint is escalated for a further internal review. At this point, a senior member of the management team, who has not been directly involved in the original investigation, will re-examine the complaint and the steps taken so far.
During this escalation review, we may request additional information from you, or from staff who were involved, to ensure that all aspects have been fully considered. Once the review is complete, we will provide a final written response setting out our conclusions.
Fairness and Confidentiality
All complaints are handled confidentially and with respect for your privacy. Information is only shared internally with staff who need it in order to investigate and resolve the issue. We expect our team to behave professionally at all times and to treat all customers fairly, irrespective of whether a complaint is made.
Using Feedback to Improve Our Service
Every complaint and concern raised with Kensington Carpet Cleaners is recorded and monitored. We review this information regularly to identify patterns, training needs, or changes we can make to improve how we deliver carpet and upholstery cleaning services in our operating areas.
By following this procedure, our goal is to respond quickly and constructively whenever a customer feels that we have not met their expectations, and to use that experience to enhance our services for the future.
