Complaints Procedure for Carpet Cleaning Kingston
Carpet Cleaning Kingston is committed to providing reliable, high-quality carpet, rug and upholstery cleaning services. 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 throughout the process.
1. Our Commitment to Resolving Complaints
We take all complaints seriously and treat them as an opportunity to improve our services. Our aims are to:
Respond promptly and politely to every complaint received.
Investigate concerns thoroughly, fairly and objectively.
Provide a clear explanation of what happened and why.
Put things right where we have made a mistake, including taking corrective action where appropriate.
Learn from feedback so we can prevent similar issues in the future.
2. What This Procedure Covers
This procedure applies to complaints and concerns about:
The quality of carpet, rug, upholstery or hard floor cleaning services you have received.
The conduct, behaviour or attitude of our cleaners or office staff.
Missed, delayed or rearranged appointments.
Damage or perceived damage to items or property during a visit.
Any aspect of our service delivery, including communication and billing.
This procedure does not cover general enquiries, quotation requests or routine booking changes, which should be handled through our normal customer service channels.
3. How to Make a Complaint
You can raise a complaint in any way that is convenient for you, including by phone, in writing or by speaking to a member of our team during or after your appointment. When you contact us, please provide as much information as you can, including:
Your full name and the address where the service took place.
The date and approximate time of the cleaning visit.
A clear description of what went wrong and how it has affected you.
Any photographs, notes or other information that may help us understand the issue.
How you would ideally like us to resolve the matter.
Providing detailed information from the start helps us investigate and respond more efficiently.
4. Initial Resolution with Our Team
Where possible, we encourage you to raise any concerns as soon as you notice a problem, ideally while our technician is still on site. Many issues can be resolved immediately, such as re-cleaning a specific area or addressing a missed task.
If the matter cannot be resolved on the spot, or if you only notice the issue after our team has left, our office-based team will handle your complaint. They will be your main point of contact throughout the process.
5. Acknowledgement of Your Complaint
Once we receive your complaint, we will acknowledge it within a reasonable time frame. In this acknowledgement we will:
Confirm that we have received your complaint.
Explain who will be responsible for investigating it.
Provide an estimated timescale for our response.
If we need any further information to investigate fully, we may ask you additional questions at this stage.
6. Investigation and Assessment
We will investigate your complaint carefully and fairly. This may include:
Reviewing your booking details, service notes and any previous communication with you.
Speaking with the technician or team members involved in your cleaning.
Reviewing any photographs, videos or other evidence you have provided.
In some cases, arranging a follow-up visit to inspect the areas or items concerned.
Our goal is to understand what happened, whether our standards or commitments were not met, and what action is appropriate to address your concerns.
7. Our Response and Possible Outcomes
After we have investigated, we will provide you with a clear and concise response. This will usually include:
A summary of the issue as we understand it.
Details of the steps taken to investigate your complaint.
Our findings and whether we believe we met our normal standards of service.
Any actions we will take to put things right and prevent a recurrence.
Depending on the circumstances, possible outcomes may include:
A re-clean of specific areas or items.
Practical remedial work where reasonable and appropriate.
An apology and explanation.
A goodwill gesture, where we consider it suitable.
We will always aim to reach a fair and reasonable resolution, taking into account the information available and any limitations of the cleaning process, such as pre-existing damage or permanent staining.
8. If You Are Not Satisfied with the Outcome
If you are unhappy with the outcome of your complaint, you may ask for your case to be reviewed again. In this review we will:
Reconsider the information and evidence already provided.
Look at any additional details you wish to share.
Confirm whether our original decision was appropriate or whether further action is needed.
We will communicate the outcome of this review clearly. This stage is designed to ensure your complaint has been handled thoroughly and fairly.
9. Time Limits for Complaints
We encourage you to contact us as soon as possible after the service, particularly for any concerns about cleaning quality or potential damage. Timely notification:
Makes it easier for us to inspect the affected areas or items.
Improves the chances of successful remedial work.
Helps us identify any training needs for our team promptly.
While we will always do our best to assist, delays in reporting an issue may limit the options available to resolve it.
10. How We Use Feedback to Improve
All complaints and serious concerns are recorded and reviewed regularly. We use this information to:
Identify recurring issues or trends.
Update our cleaning methods, equipment and products where required.
Deliver additional training and guidance to our technicians.
Refine our booking, communication and aftercare processes.
By following this procedure and acting on feedback, Carpet Cleaning Kingston aims to provide a consistently high level of service to customers across our local area.
11. Equality and Fair Treatment
We handle all complaints in a fair, respectful and non-discriminatory manner. Your concerns will be considered on their merits, regardless of who you are or where in our service area the work took place. We are committed to treating all customers and staff with dignity and respect throughout the complaints process.
12. Keeping This Procedure Up to Date
This Complaints Procedure is reviewed regularly to ensure it remains clear, effective and in line with our commitment to high standards of customer care. We may update it from time to time to reflect changes in our services, internal processes or applicable guidance.
If you have any questions about this procedure or how it applies to your situation, please contact our customer care team, who will be happy to provide further information.
