Complaints Procedure
Complaints Procedure for Kingston Carpet Cleaners
Kingston Carpet Cleaners is committed to delivering professional, reliable and courteous cleaning services. We recognise that, on occasion, customers may feel that our service has not met their expectations. This Complaints Procedure explains how you can raise a concern, how we will respond, and what you can expect from us throughout the process.
Our Commitment to You
We aim to resolve all complaints quickly, fairly and transparently. Every expression of dissatisfaction is taken seriously and is used as an opportunity to improve our carpet, upholstery and hard floor cleaning services across our service area. We will always treat you with respect and handle your information in a professional and confidential manner.
What Counts as a Complaint
A complaint is any expression of dissatisfaction about our services, staff, conduct at your property, communication before or after a visit, or how we have handled a previous concern. You do not have to use any special wording for it to be treated as a complaint. If you are unhappy with any aspect of our domestic or commercial cleaning work, we want to hear from you.
How to Make a Complaint
You can raise a complaint in the way that is most convenient for you. Providing clear details will help us investigate and resolve the matter more quickly. When contacting us, please include:
The name the booking was made under
The address where the cleaning took place
The date and approximate time of the visit
A description of the issue and how it has affected you
Any relevant photographs of the cleaning result or damage, if applicable
Any previous conversations with our team about the same issue
You may raise a complaint as soon as you become aware of a problem. For issues relating to the quality of cleaning, we encourage you to contact us as quickly as possible after the service, so that we have the best opportunity to inspect and put things right.
Timescales for Raising Concerns
For service quality issues such as missed areas, stains that you believe should have improved, or completion of agreed tasks, we ask that you contact us within a reasonable time after the appointment. This allows us to accurately assess the condition of the carpets, upholstery or flooring and review any work carried out by our technicians.
For matters relating to alleged damage, access, or conduct at the property, please notify us as soon as possible once the issue is noticed, so that any investigation remains accurate and thorough.
How We Handle Your Complaint
We follow a structured process when a complaint is received, designed to be fair and efficient.
1. Acknowledgement
We will acknowledge your complaint and confirm that it is being reviewed. We may ask you for additional information or clarification to help us understand the issue fully.
2. Investigation
A senior member of our team will review the details of your complaint. This may include:
Speaking with the technician or team who attended your property
Reviewing job notes, booking information and any images taken on the day
Requesting further photographs or evidence from you, where helpful
Considering our cleaning methods, products used and any limitations explained at the time of booking
In some cases, we may request a follow-up visit so we can inspect the area in person and better understand the nature of your concern.
3. Response
Once the investigation is complete, we will provide you with a clear response. This response will explain our findings, any factors that contributed to the issue, and what we can offer to resolve the matter. We aim to provide an initial response within a reasonable time, and we will let you know if we require longer to investigate more complex issues.
Possible Outcomes and Resolutions
Where a complaint is upheld, we will propose a resolution that is appropriate to the circumstances. Depending on the situation, this may include one or more of the following:
Returning to your property to reclean specific areas
Offering advice on care, maintenance or realistic expectations for certain stains or materials
Providing a partial or full adjustment to the service charge where justified
Taking internal action, including additional training or changes to our processes, to help prevent a similar issue arising in future
When a complaint is not upheld, we will explain why, referencing relevant information such as pre-existing conditions, permanent staining, limitations of cleaning, or information given at the time of booking.
If You Are Not Satisfied with the Outcome
If you are unhappy with our initial response, you may request that your complaint is reviewed again by a more senior member of our management team. This review will consider all available evidence and any new information you provide. We will then issue a final position on the matter.
Confidentiality and Data Protection
All complaints are handled in confidence. Information is shared only with team members who need it to investigate and resolve your concern, or to improve our services. We handle personal information in line with applicable data protection requirements and retain records of complaints only for as long as necessary for legal, regulatory or legitimate business purposes.
Using Feedback to Improve Our Services
Every complaint is logged and reviewed so that we can identify patterns and make meaningful improvements to the way we deliver cleaning services across the area we serve. This might include updated training for technicians, adjustments to booking procedures, or improvements in how we communicate with customers before, during and after appointments.
By having a clear and accessible Complaints Procedure, Kingston Carpet Cleaners aims to give every customer confidence that their concerns will be heard and that we will always strive to put things right where we have fallen short of our usual standards.
