Complaints Procedure

Kensington Carpet Cleaning Complaints Procedure

At Kensington Carpet Cleaning we are committed to delivering reliable, professional cleaning services and excellent customer care. We recognise that, on occasion, things may not go as expected. When this happens, we want to hear from you so that we can put matters right quickly and learn from any mistakes. This Complaints Procedure explains how you can raise a concern, how we will handle your complaint, and what you can expect from us during the process.

Our Commitment to You

We aim to provide a clear, fair and efficient process for resolving complaints about our carpet, upholstery and other cleaning services. Every complaint is taken seriously and is treated with courtesy, respect and impartiality. We will always try to resolve issues informally at the earliest opportunity but, where this is not possible, we follow the formal process set out in this document.

What This Procedure Covers

This procedure covers complaints relating to the cleaning services provided by Kensington Carpet Cleaning, including but not limited to carpet cleaning, rug cleaning, upholstery cleaning and associated work carried out in homes, apartments, offices and other commercial premises. It is intended for customers who have engaged us directly for services and wish to raise a concern about our work, our staff or the way a service has been delivered.

This procedure does not cover general enquiries, requests for quotations, or routine service amendments. These should be raised as standard customer service queries so that they can be addressed promptly through our normal communication channels.

Making a Complaint

If you are dissatisfied with any aspect of our service, we encourage you to raise the matter as soon as possible. Providing details at an early stage helps us to investigate promptly and to reach a resolution more quickly.

When making a complaint, please provide the following information so that we can identify your booking and understand your concerns clearly:

1. Your full name and the property address where the service was carried out.
2. The date of the service and, if possible, the approximate time of the appointment.
3. A clear description of what went wrong or why you are unhappy with the service.
4. Any relevant supporting information, such as photographs, written notes or the name of any staff member you dealt with on the day.
5. How you would like us to resolve the issue, for example a re-clean of specific areas or another remedy you consider appropriate.

Informal Resolution

Where possible, we will always try to resolve your concern informally first. If you raise an issue during or immediately after the cleaning visit, the team on site may be able to address the problem straight away, for example by re-cleaning an area or checking that a particular task has been completed as agreed.

If the issue arises after the team has left, you can contact our office with the details described above. Many concerns can be resolved quickly through an initial discussion, clarification of what was agreed, or practical actions such as arranging for a supervisor to review the work. If we are able to resolve the matter informally to your satisfaction, this will conclude the process.

Formal Complaint Process

If your concern cannot be resolved informally, or if you prefer to raise a formal complaint from the outset, we will follow the formal process below.

1. Acknowledgement: We will acknowledge your complaint and confirm that it is being treated as a formal complaint. We will also confirm the next steps in the process and any information we may still need from you.

2. Investigation: A member of our management team will review your complaint. This may include checking booking records, speaking with the cleaning operatives involved, reviewing any photographs or evidence you have supplied, and, where appropriate, arranging an inspection of the property or the areas of concern.

3. Outcome: Once the investigation is complete, we will provide you with a written response setting out our findings. Where your complaint is upheld, we will explain what went wrong and what we propose to do to put matters right. Where we do not uphold all or part of your complaint, we will explain our reasons clearly.

Timeframes

We aim to acknowledge formal complaints promptly and to complete our investigation as quickly as is reasonably possible. The time needed may vary depending on the complexity of the issues involved, the availability of staff for interview and, if necessary, the scheduling of a site visit.

If we are unable to provide a full response within a reasonable period, we will keep you informed of progress and let you know when you can expect a final decision. Our goal is to ensure that you are not left uncertain about the status of your complaint at any stage.

Possible Remedies

Where we find that we are at fault, we will seek to offer a fair and proportionate remedy. Depending on the circumstances, this may include one or more of the following:

1. A re-clean of specific areas or items that did not meet the agreed standard.
2. A partial or full refund where appropriate and justified by the findings.
3. An explanation and, if relevant, a change to our internal procedures or staff training to help prevent similar issues in the future.
4. Other reasonable actions considered suitable in the individual case.

Any remedy offered will take into account the nature of the problem, the impact on you, and the extent to which we are responsible.

Customer Responsibilities

To help us handle your complaint effectively, we ask that you provide accurate information, cooperate with any reasonable requests during the investigation and allow us a fair opportunity to inspect and, if appropriate, correct any issues. We also ask that you treat our staff with courtesy and respect throughout the process, as we will do the same.

Continuous Improvement

We view complaints as an important source of feedback and an opportunity to improve our services. All formal complaints are reviewed to identify any recurring issues or areas where our procedures, equipment or training can be enhanced. By following this approach, Kensington Carpet Cleaning aims not only to resolve individual concerns, but also to raise the overall standard of our cleaning services over time.

Closing a Complaint

A complaint will be considered closed when we have provided our final response and, where appropriate, implemented any agreed remedy. If you remain dissatisfied after our final decision, you may choose to seek independent advice regarding any further options that may be available to you. We hope, however, that our open and fair approach to resolving complaints will allow most issues to be settled directly between you and our team.

This Complaints Procedure is kept under regular review to ensure it remains clear, effective and aligned with our commitment to high standards of customer service.