Complaints Procedure for Kingston upon Thames Carpet Cleaners

Kingston upon Thames Carpet Cleaners is committed to delivering reliable, professional cleaning services to homes and businesses in the local area. We take any dissatisfaction seriously and use all feedback to improve our carpet, upholstery and hard floor cleaning services. This complaints procedure explains how you can raise a concern, what you can expect from us in response, and how we aim to resolve matters fairly and efficiently.

Our Commitment to Customers

We aim to provide consistent, high quality cleaning to every customer, whether the work is carried out in a small flat, family home, office, or commercial premises. If you feel that any part of our service has fallen below the standard you reasonably expected, we want to know. We are committed to:

Listening carefully to your concern, treating you with respect and courtesy, and taking your complaint seriously.

Investigating complaints fairly, impartially and in a timely manner.

Putting things right where we have made a mistake, and offering a reasonable resolution.

Using the information you provide to improve our cleaning processes, staff training and customer service.

What Counts as a Complaint

A complaint is any expression of dissatisfaction about our services, staff, communication or standards. This can include, for example:

Concerns about the quality of a carpet, rug, upholstery or end of tenancy clean.

Issues with punctuality, conduct or professionalism of cleaning staff.

Disagreement about a quotation, final invoice, or scope of work agreed before the visit.

Concerns about how we have communicated with you before, during or after the job.

If you are uncertain whether your concern counts as a complaint, we encourage you to raise it with us so that we can discuss it with you.

How to Raise a Complaint

You can make a complaint in writing or by speaking to a member of our team. Written complaints help us understand the issue clearly and provide a record for both you and us. Please include as much detail as possible, such as:

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

The date of the service and the type of cleaning carried out.

A clear description of what went wrong or did not meet your expectations.

Any steps already taken to try to resolve the issue with our staff on site.

What outcome you would consider a fair resolution.

We encourage customers to raise concerns as soon as reasonably possible after the service, ideally within a short time frame while the details are still fresh and the property condition has not significantly changed.

Complaints Handling Stages

Our complaints process is designed to be straightforward and transparent. In most cases, we are able to resolve issues quickly and informally, but we also have a more formal process where needed.

Stage One: Initial Review and Response

Once we receive your complaint, we will acknowledge it within a reasonable period of time. We will review the details you have provided, along with any relevant job notes, photographs, or staff reports. Where appropriate, we may contact you to request further information or to clarify certain points.

In many cases, the staff member responsible for the original booking or the supervisor for your area will respond to your complaint. They will aim to understand your perspective fully, discuss the circumstances, and seek an informal resolution with you. This may include offering a re-clean of the affected areas, providing additional cleaning steps, or agreeing another practical solution.

Stage Two: Formal Investigation

If you are not satisfied with the outcome of the initial review, or if the matter is more complex, your complaint may be escalated for a formal investigation. A manager who has not been directly involved in the original work will usually handle this stage to ensure a fair and impartial assessment.

The manager will consider all information available, which may include speaking to the cleaning team, reviewing photographs or inspection notes, and if necessary arranging a visit to the property to assess the condition of the areas in question, subject to your agreement.

After the investigation, we will provide you with a written response outlining our findings, any factors that have influenced the outcome, and any steps we propose to resolve the complaint.

Stage Three: Final Position

If, after the formal investigation and our written response, you still feel the matter has not been resolved fairly, you may request that the complaint be reviewed at a senior level within the company. We will then confirm our final position on the matter. At this stage we will explain clearly the reasons for our decision and any further options that may be available to you.

Possible Outcomes and Remedies

Where our investigation shows that we have fallen short of our usual standards, we will seek to put things right in a way that is reasonable and proportionate. Possible outcomes may include:

Providing a re-clean of some or all of the affected areas, at no additional cost.

Offering a partial or full refund, where appropriate to the circumstances.

Giving practical advice on what further steps may be helpful, for example where staining, wear or damage limits what cleaning can achieve.

Reviewing and improving our internal processes, risk assessments, or staff training to prevent similar issues from happening again.

Timescales

We aim to handle all complaints as quickly as is reasonably possible. Straightforward issues are often resolved within a short period, while more complex matters may take longer to investigate properly. If for any reason we expect a delay, we will let you know and keep you informed of progress.

Your Responsibilities

To help us deal with your complaint fairly and efficiently, we ask that you:

Provide accurate and complete information when raising your concern.

Allow us reasonable access to the property, where required, to view the areas in question.

Keep to a polite and respectful tone in all communications, as we will also do.

Inform us promptly of any changes in circumstances or if the issue has been resolved in another way.

Continuous Improvement

Every complaint we receive is an opportunity for Kingston upon Thames Carpet Cleaners to review and strengthen our service. We keep records of complaints and the actions taken, and we use this information to guide staff training, equipment choices and cleaning methods for our customers across the local area.

We appreciate the time customers take to share their concerns and we are committed to dealing with every complaint fairly, respectfully and in line with this procedure.