Complaints Procedure
Complaints Procedure for Carpet Cleaning South Kensington
This complaints procedure explains how customers can raise concerns about our carpet, upholstery and related cleaning services, and how we will handle, investigate and resolve those concerns. Our aim is to provide a clear, fair and timely process so that any issues are addressed efficiently and professionally.
Our Commitment to Handling Complaints
Carpet Cleaning South Kensington is committed to delivering reliable and high-quality cleaning services across the local area. When something goes wrong, we want to know about it so we can put matters right and improve our standards. We treat all complaints seriously, whether they relate to cleaning quality, punctuality, conduct of staff, pricing, or any other aspect of our service.
We will always handle complaints in a respectful, confidential and non-discriminatory manner. Making a complaint will not affect your right to receive services from us in the future.
What This Procedure Covers
This procedure applies to domestic and commercial customers who have used Carpet Cleaning South Kensington for carpet cleaning, upholstery cleaning, rug cleaning or related on-site services in our service area. It covers:
Concerns about the standard of cleaning work carried out.
Concerns about staff behaviour or professionalism.
Issues relating to appointments, timings and access.
Disputes relating to charges, quotations, or invoicing.
Concerns about damage to property allegedly caused during our work.
General dissatisfaction with how a previous concern was handled.
How to Make a Complaint
You can raise a complaint in the way that is easiest for you. Please contact us using our usual office contact details, clearly stating that you wish to make a complaint. When doing so, please provide:
Your full name and the address where the service was carried out.
The date and approximate time of the service.
A clear description of what went wrong and how it has affected you.
Any relevant photographs, documents, or reference numbers that support your concerns.
Details of what outcome you are seeking, such as re-cleaning, explanation, or compensation.
To help us resolve your complaint effectively, we encourage you to contact us as soon as possible after the issue arises, ideally within a reasonable time of the service being completed.
Informal Resolution in the First Instance
Where possible, we will try to resolve your concerns informally and at the earliest opportunity. In many cases, issues can be resolved quickly by the member of staff who took your booking, the team leader who attended your property, or a supervisor. This may include offering a re-clean of the affected area, clarification of work undertaken, or other practical solutions.
If you are not satisfied with the informal response, or you would prefer a formal investigation from the outset, you can ask for your complaint to be treated as a formal complaint under this procedure.
Formal Complaint Acknowledgement
Once we receive a formal complaint, we will acknowledge it within a reasonable period, usually within three to five working days. The acknowledgement will confirm that we have logged your complaint and will outline the next steps in the process.
At this stage we may request additional information or clarification, particularly where the issues are complex or involve alleged damage. Providing detailed and accurate information will help us to carry out a thorough review.
Investigation of Your Complaint
Your complaint will be investigated by a manager or senior member of staff who was not directly involved in the original service wherever possible. The investigation may include:
Reviewing your booking details, service notes and any relevant records.
Speaking with the cleaning technicians or staff members involved.
Examining photographs or other evidence provided by you or by our team.
Assessing whether the service met our internal standards and agreed scope of work.
We aim to complete our investigation and respond in full within a reasonable timeframe, usually within 10 to 20 working days from acknowledgement, depending on the complexity of the case.
Outcome and Resolution
Once the investigation is complete, we will provide you with a clear written or verbal response that sets out:
A summary of your complaint.
The steps we took to investigate it.
Our findings and decision.
Any actions we will take to resolve the matter.
Possible resolutions may include, where appropriate:
Offering a re-clean of the affected areas.
Providing a partial or full refund.
Offering a discount on future services.
Providing an explanation or apology where we have fallen short of our standards.
Taking internal actions such as additional staff training or changes to procedures.
Escalation if You Remain Dissatisfied
If you are not satisfied with the outcome of your complaint, you may request that it be reviewed by a more senior manager or company representative. When doing so, please explain why you disagree with the decision and what you believe would be a fair resolution.
The review will consider both the original investigation and any new information you provide. We will then confirm our final position on your complaint. Once a final decision has been issued, further internal review may not be possible unless new and significant evidence comes to light.
Time Limits and Historic Complaints
We encourage customers to raise complaints as soon as possible after the event so that we can investigate effectively. Complaints raised long after the service was carried out may be more difficult to assess, particularly in relation to alleged damage or cleaning results. While we will always consider your concerns, our ability to offer certain remedies may be limited if a significant amount of time has passed.
Data Protection and Confidentiality
All complaints will be handled in line with our obligations under data protection laws. Information you provide will be used only for the purpose of investigating and resolving your complaint and for improving our services. We will keep records of complaints securely and will not share your personal information with third parties except where required by law.
Using Feedback to Improve Our Services
Your feedback, including complaints, is valuable in helping us enhance the quality, reliability and safety of our cleaning services across our service area. We regularly review complaints data to identify patterns, make improvements to our training and procedures, and ensure that the standards of Carpet Cleaning South Kensington remain high for all customers.
Availability of This Procedure
This complaints procedure is available to all customers on request and may be updated from time to time. The version in force at the time you raise your complaint will apply to the handling of your case.
Carpet Cleaning
Upholstery Cleaning
End Of Tenancy Cleaning
Domestic Cleaning
House Cleaning
Office Cleaning
