Complaints Procedure
Kennington Carpet Cleaners Complaints Procedure
Kennington Carpet Cleaners is committed to delivering reliable, high quality carpet, upholstery and floor cleaning services for homes and businesses. We recognise that, on occasion, things may not go as planned. This complaints procedure explains how you can raise a concern, how we will handle it, and what you can expect from us at each stage.
Our commitment to resolving complaints
We aim to resolve all complaints quickly, fairly and transparently. Every complaint is taken seriously and used as an opportunity to improve our services, training and communication. We will always treat you with courtesy and respect and expect our team members to be treated the same in return.
Our objectives when handling a complaint are to understand what went wrong, put things right where possible and prevent similar issues from happening again.
What counts as a complaint
A complaint is any expression of dissatisfaction about our cleaning services, customer service, communication, scheduling, conduct of staff, pricing clarity or the way a previous concern has been handled. You do not need to use any specific wording for your concern to be treated as a complaint.
Examples of issues that may lead to a complaint include:
1. Concerns about the quality or results of carpet, rug, upholstery or hard floor cleaning.
2. Damage alleged to have been caused during a visit.
3. Missed or significantly delayed appointments without adequate notice.
4. Behaviour or conduct of a cleaner or representative you feel is unacceptable.
5. Disagreement about costs, quotations, or what was agreed before the work.
6. Dissatisfaction with how a previous issue or query has been handled.
How to make a complaint
You can raise a complaint in the way that is most convenient for you. You may contact us by telephone, in writing by post, or by completing any online contact or enquiry form provided on our website. Please clearly state that you wish to make a complaint so that we can log and prioritise your concern.
To help us investigate effectively, please provide:
1. Your full name and the address where the service took place.
2. The date and approximate time of the service or incident.
3. A description of what happened and why you are dissatisfied.
4. Any relevant photos, notes or information regarding the issue.
5. How you would ideally like us to resolve the matter.
We recommend that complaints are raised as soon as reasonably possible after the issue occurs, ideally within 48 hours of the service, particularly where the concern relates to cleaning results or potential damage. This allows us to assess the situation while it is still recent and clear.
Stage one: Initial review and acknowledgement
Once we receive your complaint, we will log it in our internal system and arrange for an appropriate person, usually a supervisor or senior member of our team, to review it.
We will acknowledge your complaint within a reasonable timeframe, confirming that it has been received and is being investigated. In most cases this acknowledgement will be sent within two working days.
If we need more information to understand your concern, we may contact you to ask for clarification, additional details or supporting photographs.
Stage two: Investigation and response
We will investigate your complaint objectively and thoroughly. Depending on the nature of the issue, this may include:
1. Speaking with the cleaners or team members involved.
2. Reviewing job records, booking notes and any pre-inspection details.
3. Assessing any photographs or evidence you have provided.
4. Arranging a revisit to inspect the area or items in question, where appropriate.
Once our investigation is complete, we will provide you with a clear response. This will usually include:
1. A summary of your complaint.
2. An explanation of what we have found.
3. Any action we propose to take to resolve the matter.
4. Any steps we will take to prevent similar issues in future.
We aim to provide a full response within ten working days of acknowledging your complaint. If the matter is complex or requires further investigation, we will keep you informed of our progress and let you know when you can expect a final reply.
Possible outcomes and remedies
Where our investigation shows that we are at fault, we will offer a fair and reasonable remedy. Depending on the circumstances, this may include one or more of the following:
1. A return visit to reclean or treat the affected area where practical.
2. A partial or full refund for all or part of the service.
3. A credit or discount on future services.
4. Guidance or recommendations on ongoing care for carpets, upholstery or flooring.
Where alleged damage is concerned, we may arrange for an independent opinion or assessment. Any remedy will take into account the age and condition of the items before cleaning, as well as any pre-existing issues recorded at the time of booking or pre-inspection.
When you are not satisfied with our response
If you remain unhappy after receiving our response, you may ask for your complaint to be reviewed by a more senior member of the team. They will reconsider the information and the outcome already offered, and may contact you for further discussion.
Following this review, we will confirm our final position on the complaint. We will clearly explain the reasons for our decision and any further actions we are able to take.
Fair use and mutual respect
We are committed to treating all customers fairly and respectfully, and we expect the same in return. We reserve the right to limit or cease communication where a customer behaves in an abusive, threatening or discriminatory manner towards any member of our team. This does not affect your right to raise a legitimate complaint, and we will still address the substance of your concerns wherever possible.
Data protection and confidentiality
Information provided as part of a complaint will be handled in line with our data protection obligations. Details of your complaint may be shared internally with relevant team members for the purpose of investigation and training, but will not be shared with third parties unless required by law or with your explicit consent.
Continuous improvement
All complaints are recorded and monitored so that we can identify patterns and areas for improvement. We regularly review feedback to refine our processes, update staff training, and enhance the quality and consistency of our cleaning services across our service area.
By following this complaints procedure, Kennington Carpet Cleaners aims to ensure every concern is addressed promptly, fairly and with a clear focus on putting things right wherever possible.
