Complaints Procedure for Carpet Cleaning Kingston upon Thames

This Complaints Procedure explains how customers can raise concerns about our carpet and upholstery cleaning services and how we will manage and resolve those concerns. Our aim is to deal with every complaint fairly, promptly, and consistently, and to use feedback to improve the services we deliver in Kingston upon Thames and the surrounding areas.

Scope of this Complaints Procedure

This procedure applies to all domestic and commercial customers who have used our cleaning services, including carpet, rug, upholstery, and related treatments. It covers issues such as service quality, conduct of cleaning technicians, punctuality, damage to property, invoicing and charges, and communication.

This procedure does not cover general enquiries, booking requests, or routine feedback that does not involve a concern or dissatisfaction. Those matters should be raised through our usual customer service channels.

Our Commitments When Handling Complaints

We are committed to:

Responding to complaints in a polite and respectful manner at all times.

Listening carefully to your concerns and asking questions to fully understand the issues raised.

Investigating complaints thoroughly, objectively, and without unnecessary delay.

Keeping you informed of progress and expected timescales for a response.

Providing clear explanations of our findings and any actions we will take.

Using what we learn from complaints to improve our cleaning services and customer care.

How to Make a Complaint

If you are unhappy with any aspect of our carpet cleaning service, we encourage you to tell us as soon as possible so we can put things right. You can make a complaint in the following ways:

Discuss the matter with the cleaning technician on site, if it is safe and appropriate to do so. Many issues can be resolved immediately.

Contact our customer service team and explain your concern. Please provide your name, service address, date of the clean, and a clear description of the problem.

To help us investigate effectively, please include, where relevant, details such as areas of the property affected, the rooms that were cleaned, specific stains or damage you are concerned about, any photographs you wish to share, and copies of any invoices or quotations related to the service.

Time Limits for Raising a Complaint

You should raise your complaint as soon as reasonably possible after the service, ideally within 7 days of the work being carried out. This allows us to assess the condition of carpets and furnishings while the cleaning results are recent and any issues can be clearly identified.

Complaints received after a longer period may be more difficult to investigate fully, but we will always review the information provided and respond where we are able to do so.

Our Complaints Handling Stages

Stage 1: Initial review and acknowledgment

We will record your complaint and provide an acknowledgment. At this stage we may ask you for further information or clarification. We aim to acknowledge complaints within 2 working days.

Stage 2: Investigation

A member of our team will investigate your complaint. This may involve speaking to the cleaning technician who attended your property, reviewing job notes and checklists, examining photographs, and, where appropriate, arranging a follow-up visit to inspect the affected area.

Stage 3: Response

Once the investigation is complete, we will provide a written or verbal response explaining:

What we have understood your complaint to be about.

The steps we took to investigate.

Our findings and whether your complaint is upheld in full, in part, or not upheld.

Any remedial action or goodwill gesture we propose, if appropriate.

We aim to issue a full response within 10 working days of receiving all necessary information. If we need more time, we will let you know and explain why.

Possible Outcomes and Resolutions

Depending on the nature of your complaint and the outcome of our investigation, possible resolutions may include:

Providing advice or clarification on the expected results of professional carpet cleaning, including limitations due to existing wear, stains, or fibre type.

Arranging a re-clean of specific areas within a reasonable time frame where we consider the original work to have fallen below our standards.

Offering a partial refund, full refund, or account credit where appropriate and proportionate to any shortcomings in the service.

Providing guidance on aftercare or recommending additional treatments where suitable.

Where a complaint relates to alleged damage to carpets, rugs, upholstery, or other property, we will assess the evidence and, if necessary, may seek an independent opinion. Any compensation will be considered in line with our terms and conditions and relevant insurance arrangements.

Escalating Your Complaint

If you are not satisfied with our response at the conclusion of the initial investigation, you may ask for your complaint to be reviewed at a higher level within the company. When requesting an escalation, please explain why you are unhappy with the original decision and what outcome you are seeking.

A senior member of the team will then review the complaint, the investigation process, and the outcome, and may contact you for further discussion. We will aim to provide a final response to escalated complaints within 10 working days of acknowledging your request for escalation.

Fair Use of the Complaints Procedure

We treat all complaints seriously and expect customers to engage with the process in a respectful and honest manner. We may refuse to investigate further where a complaint is clearly malicious, repeated without new information after a full investigation, or involves abusive or threatening behaviour. In such cases, we will explain our decision.

Confidentiality and Data Protection

All complaints will be handled in confidence. Information will be shared only with those who need it to investigate and resolve the issue. We will store and process personal data in accordance with applicable data protection laws and our internal policies.

Continuous Improvement

We regularly review complaints data to identify patterns and areas where our carpet cleaning services or internal processes can be improved. Feedback from customers in Kingston upon Thames and neighbouring areas is an important part of maintaining and raising service standards, training our cleaning technicians, and refining our customer care procedures.

By following this Complaints Procedure, we aim to ensure that any concerns you have about our carpet cleaning services are heard, investigated thoroughly, and resolved in a fair and timely manner.