Complaints Procedure
Complaints Procedure for Kingston upon Thames Carpet Cleaning Customers
Kingston upon Thames Carpet Cleaning is committed to delivering reliable, high-quality carpet, rug, upholstery and floor cleaning services. We recognise that, on occasion, things may not go as expected. This Complaints Procedure explains how you can raise a concern, how we will respond, and what you can expect from us throughout the process.
1. Purpose and Scope of this Complaints Procedure
This procedure sets out how we handle complaints about our cleaning services, including domestic and commercial work. It applies to all customers who have used our services, regardless of the size of the job or type of property. We use feedback and complaints to improve our standards, staff training and overall customer experience across our service areas.
2. What We Class as a Complaint
A complaint is any expression of dissatisfaction about our services, staff conduct, workmanship or communication, where a response is expected. Examples include concerns about the quality of cleaning, punctuality, behaviour on site, damage to property, or the way a booking or payment has been handled. General enquiries or requests for information are not treated as complaints under this procedure.
3. How to Raise a Complaint
You can raise a complaint using any usual contact method you use for our business, such as written correspondence or online contact forms. When submitting your complaint, please provide as much detail as possible, including your full name, service address, date of the clean, a description of the issue, and any supporting information such as photographs or job references. This helps us investigate quickly and fairly.
4. Time Limits for Making a Complaint
We encourage customers to raise complaints as soon as possible so that we can address any issues while details are still clear and, where relevant, while work areas are unchanged. Ideally, complaints should be made within 14 days of the service being carried out. Complaints made after this time may still be considered, but it may be more difficult for us to investigate fully or offer certain forms of remedy.
5. Acknowledgement of Your Complaint
Once we receive your complaint, we will acknowledge it as soon as reasonably practicable. In most cases this will be within a few working days. Our acknowledgement will confirm that we have received your complaint and explain the next steps in the process. We may also request additional information at this stage if we need it to progress the investigation.
6. Investigation Process
Your complaint will be reviewed by a member of our management team who is not directly involved in the original work wherever possible. The investigation may include checking job records, speaking with the cleaning technicians who attended, reviewing photographs or notes taken at the time, and, if necessary, arranging a follow-up visit to the property. We aim to conduct all investigations thoroughly, impartially and with an open mind.
7. Response and Resolution Timescales
We aim to provide a full written or verbal response to your complaint within 14 working days of acknowledging it. If the matter is complex or requires further investigation, we will let you know and provide an updated timescale. Our response will outline our findings, any conclusions we have reached, and the proposed resolution or reasons why a complaint may not be upheld.
8. Possible Outcomes and Remedies
Where we find that your complaint is justified, we will seek to offer a fair and proportionate remedy. Depending on the circumstances, this may include a re-clean of affected areas, a partial or full refund, a credit towards future services, or another form of resolution agreed between us. If we do not uphold your complaint, we will clearly explain our reasons and the evidence we have relied on in reaching that decision.
9. If You Remain Dissatisfied
If you are unhappy with the outcome of our initial investigation, you may ask for your complaint to be reviewed again by a more senior member of our team, where available. During this review we will reconsider the information already provided and any new details you wish to add. We will then confirm our final position on the matter. This internal review represents the final stage of our complaints process.
10. Our Commitments During the Complaints Process
Throughout the complaints process we are committed to treating you with respect, keeping your personal information confidential, and handling your concerns professionally. We will not treat you less favourably for making a complaint, and your future access to our carpet cleaning and related services will not be affected simply because you have raised a concern.
11. Data Protection and Confidentiality
All information provided in connection with a complaint will be handled in line with applicable data protection requirements. Details of your complaint will only be shared with staff members who need the information to investigate or resolve the matter. We retain complaint records for a reasonable period so that we can monitor performance, identify patterns or recurring issues, and demonstrate how we have handled concerns.
12. Continuous Improvement
We view complaints and feedback as a valuable opportunity to improve the way we deliver carpet and upholstery cleaning services. Lessons learned from complaints may lead to staff training, improvements in equipment or cleaning products, changes to our booking processes, or updates to our health and safety and quality control procedures. Our aim is to reduce the likelihood of similar issues arising in the future and to maintain high standards across the areas we serve.
13. Review of this Complaints Procedure
This Complaints Procedure is reviewed periodically to ensure it remains accurate, practical and in line with our obligations and best practice. Any updates will apply to complaints raised after the revised procedure has been published. Customers are encouraged to review this page from time to time to familiarise themselves with the current version.
If you have any concerns about our cleaning services, please raise them using the steps set out above. We are committed to addressing your complaint fairly and to working with you to reach a satisfactory outcome wherever possible.
