Complaints Procedure

Carpet Cleaners Kingston Complaints Procedure

Carpet Cleaners Kingston is committed to providing reliable, professional carpet and upholstery cleaning services throughout our service area. We aim to deliver consistent quality and excellent customer care on every visit. However, we recognise that sometimes things may not go as planned. This Complaints Procedure explains how you can tell us if you are unhappy with any part of our service, how we will respond, and what you can expect from us at each stage.

Our Commitment to You

We take all complaints seriously, whether they relate to cleaning quality, conduct of staff, timing of appointments, or any other aspect of our work. Our goals when handling complaints are to:

Listen carefully and treat every concern with respect and fairness.

Investigate what happened thoroughly and objectively.

Put things right where we have made a mistake, as far as reasonably possible.

Learn from the experience to improve our services in the future.

What Is a Complaint

A complaint is any expression of dissatisfaction about our carpet, rug, upholstery, or other related cleaning services, whether the issue is minor or serious. You do not need to use specific words or formal language for it to be treated as a complaint. If you are unhappy and want us to respond or resolve something, we will handle it under this procedure.

How to Make a Complaint

You can make a complaint in writing or verbally. When submitting a complaint, please provide as much detail as possible so we can understand and address the issue promptly. It is helpful if you can include:

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 or what you are unhappy about.

Any relevant information, such as rooms or items cleaned, specific stains or areas of concern, or details of the staff member you dealt with.

What outcome you would consider fair or satisfactory, where applicable.

We encourage you to raise any concerns as soon as possible after the service, ideally within a reasonable time frame, so that we can investigate effectively and see the condition of the cleaned areas if needed.

Stage One: Initial Resolution with the Cleaning Team

In many cases, issues can be resolved quickly and informally. If you are present at the time of the cleaning service or notice a problem shortly afterwards, please contact us to explain your concern. We may ask for photographs or further details to understand the issue better.

Where appropriate, we may offer to:

Return to re-clean specific areas or items that did not meet the expected standard.

Provide guidance on drying times, stain treatment expectations, or aftercare to clarify any misunderstandings.

Discuss the behaviour or conduct of staff if this is the basis of your complaint, and take internal action as required.

We aim to acknowledge initial complaints promptly and will seek to reach an early resolution where possible.

Stage Two: Formal Complaint Review

If your complaint cannot be resolved informally at Stage One, or if you are dissatisfied with the initial response, you may request that your complaint be reviewed more formally. At this stage, a senior member of our team will:

Review the details of your complaint in full.

Consider any photographs, notes, or other relevant information.

Where necessary, speak with the cleaning operatives involved and any other relevant staff.

Assess whether our procedures and service standards were followed correctly.

After completing this review, we will provide you with a clear response setting out:

Our understanding of your complaint.

The findings of our investigation.

Any steps we have taken or propose to take to resolve the matter.

Any changes we plan to make to our processes or training as a result.

Timeframes for Responses

We aim to handle complaints as swiftly as possible while still giving each case careful consideration. We will normally:

Acknowledge your complaint within a reasonable period.

Provide either a full response or an update on progress within an agreed timescale, depending on the complexity of the issue.

Some complaints may require additional time, for example where further site visits, evidence, or staff discussions are needed. If this happens, we will let you know and keep you informed of any significant developments.

Possible Outcomes and Remedies

Once we have reviewed and investigated your complaint, we will aim to reach a fair and reasonable outcome. Depending on the circumstances, this may include:

A re-clean of all or part of the affected areas where appropriate.

Advice on expected results in cases where stains or wear cannot be fully removed.

An apology and explanation where standards have not been met.

Internal actions such as further training, supervision, or changes to procedures.

Any financial or other remedies will be considered in line with our terms and conditions and the specific facts of the case.

Your Responsibilities

To help us deal with your complaint effectively, we ask that you:

Provide accurate, honest information about what happened.

Allow reasonable access for any follow-up visit or inspection if required.

Follow any aftercare or usage advice given for carpets and furnishings, as misuse can sometimes affect the results of cleaning.

Treat our staff with courtesy and respect, even if you are unhappy with the service received.

Confidentiality and Data Protection

All complaints are handled with sensitivity. Information is shared only with those who need it to investigate and resolve the matter or to improve our services. Any personal data you provide while making a complaint will be handled in line with applicable data protection requirements.

Continuous Improvement

Carpet Cleaners Kingston uses feedback and complaints as an opportunity to learn and improve. We regularly review the types of issues raised and the outcomes of complaints to identify patterns and take steps to prevent similar problems in the future. By telling us when you are dissatisfied, you help us to maintain and enhance the quality and reliability of our carpet and upholstery cleaning across our local service area.

This Complaints Procedure is reviewed periodically to ensure it remains clear, fair, and effective.