Carpet Cleaners Kensington Complaints Procedure

Carpet Cleaners Kensington is committed to providing a high standard of professional carpet, rug and upholstery cleaning. We understand that occasionally things may not go as expected, and we take all concerns seriously. This complaints procedure sets out how you can tell us about a problem, what information we need from you, and how we will respond to put things right wherever possible.

Our Commitment to You

We aim to deliver services that are reliable, courteous and carried out with care in homes and commercial premises. If you are unhappy with any aspect of our work or your experience with our team, we want to hear from you. Your feedback helps us resolve individual issues and continually improve our carpet and upholstery cleaning services across our service area.

We will treat every complaint fairly, consistently and with respect. We will investigate thoroughly, keep you informed of progress and aim to reach a clear and reasonable outcome within set timescales.

When You Can Make a Complaint

You can make a complaint if you feel that:

Our cleaning service has not been carried out with reasonable care and skill, for example if areas were missed, damage is alleged or agreed work was not completed.

Our team members have behaved in a way that you consider unprofessional or discourteous while working at your property or communicating with you.

There has been a problem with scheduling, access, arrival time or communication that has had a negative impact on you.

You do not need to know which category your concern falls into. If you are dissatisfied in any way with our service, please raise it with us and we will guide you through the process.

Step 1: Raise the Issue Informally

Where possible, we encourage you to raise any concerns as soon as you notice a problem. If the cleaning team is still at your property, you can speak to the lead cleaner directly and explain the issue. In many cases, we can put things right immediately, for example by recleaning an area or checking a specific item.

If the team has already left, you can contact our office to explain what has happened. Providing clear details at this stage helps us understand the situation quickly and may allow us to resolve the issue informally without the need for a formal complaint.

Step 2: Making a Formal Complaint

If your concern is not resolved informally, or if you prefer to make a formal complaint straight away, you can do so by contacting us and clearly stating that you wish to raise a complaint. Please provide the following information wherever possible:

Your full name and the address where the cleaning took place.

The date and approximate time of the service.

A description of the work booked, such as carpet cleaning, stain treatment or upholstery cleaning.

Full details of what went wrong, including specific rooms, items or incidents you are concerned about.

Any photographs or supporting information that may help us understand the issue.

Whether the matter has been raised with any of our team previously and, if so, what was discussed.

Providing complete and accurate information enables us to investigate properly and respond without unnecessary delay.

How We Will Handle Your Complaint

Once we receive your complaint, we will record it in our internal complaints log. We will normally acknowledge receipt within a reasonable period of time. We will then appoint a member of the management team to review your case.

Our investigation may include:

Checking our booking records and any notes related to your service.

Speaking to the cleaners who attended your property.

Reviewing any photographs or supporting information you have provided.

Arranging a follow up visit to your property, where appropriate and by agreement, to inspect the areas of concern.

We aim to complete our investigation and provide you with a written or verbal response within a reasonable time. If we need longer due to the complexity of the issue or difficulty in gathering information, we will let you know and keep you updated.

Possible Outcomes and Resolutions

After investigating your complaint, we will explain our findings and any actions we propose to take. Possible outcomes may include:

Offering to reclean the affected areas free of charge where we agree the original work did not meet our standards.

Providing advice on further treatment where the issue relates to pre existing stains, wear or damage that cannot be fully resolved by cleaning.

Offering an appropriate partial or full refund where this is considered justified.

Providing an explanation where we do not believe that our service was at fault, along with any recommendations for future work.

In every case, we will aim to be transparent, fair and reasonable, and to reach an outcome that reflects the findings of our investigation.

If You Are Still Unhappy

If you remain dissatisfied after we have provided our response and proposed resolution, you can ask for the complaint to be reviewed by a more senior member of our management team. They will re examine the case, including the original investigation, and may request further information before reaching a final decision.

While we cannot guarantee that we will always be able to agree with your view of events, we commit to giving your concerns careful consideration at each stage of the process.

Learning from Complaints

Every complaint is an opportunity for us to learn and improve. We regularly review our complaints log to identify recurring issues or trends, such as particular types of stains, specific locations, scheduling concerns or communication problems.

We may use this information to update staff training, refine our cleaning methods, adjust our booking procedures or improve how we explain our services and limitations to customers in our service area. Our aim is to reduce the likelihood of similar issues arising in the future and to ensure that our carpet, rug and upholstery cleaning services remain consistent, professional and dependable.

Your Responsibilities as a Customer

To help us handle complaints efficiently and fairly, we ask that you:

Raise concerns as soon as possible after the service so we can assess and address them promptly.

Provide clear, accurate information and any relevant evidence.

Allow us reasonable access to the property, where needed, to inspect and resolve the issue.

Communicate with our staff politely and respectfully at all times.

By working together in this way, we can reach a fair outcome more quickly and maintain a positive relationship wherever possible.

Review of This Procedure

This complaints procedure is reviewed regularly to ensure it remains clear, effective and appropriate for the professional cleaning services we provide. We reserve the right to update or amend the procedure from time to time. Any changes will apply to new complaints from the date they are introduced.

We value every customer and are committed to dealing with all complaints in a professional, consistent and timely manner, helping us to maintain high standards throughout our carpet cleaning services.