The lowest Prices on Carpet Cleaning in Kensington, W8
We know how to make your carpets looking like new with our efficient carpet cleaning in Kensington, W8. Get a free quote by calling 020 3743 8596!
Complaints Procedure
Complaints Procedure for Carpet Cleaning Kensington
Carpet Cleaning Kensington is committed to delivering reliable and professional carpet and upholstery 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.
Purpose of This Complaints Procedure
The purpose of this procedure is to give customers a clear, fair, and accessible way to let us know if something has gone wrong. It allows us to investigate issues thoroughly, put things right where possible, and use the feedback to improve our services. We treat all complaints seriously and aim to resolve them promptly and professionally.
What We Class as a Complaint
A complaint is any expression of dissatisfaction about our cleaning services, our staff, our pricing, or our communication, where you would like a response or resolution from us. Examples of complaints include:
Concerns about the quality or outcome of a carpet, rug, or upholstery clean.
Damage you believe was caused during a cleaning visit.
Appointments not kept, lateness, or poor communication about scheduling.
Conduct, behaviour, or attitude of a member of our team.
Billing queries or disagreements about charges for services provided.
If you are unsure whether your concern counts as a complaint, you are still encouraged to raise it with us so that we can clarify and assist.
How to Make a Complaint
You can make a complaint in writing or verbally. While we accept verbal complaints, we encourage written complaints where possible, as this helps us understand the details clearly and keep an accurate record. When you make a complaint, please include the following information to help us investigate efficiently:
Your full name and the address where the cleaning took place.
The date of the service and, if known, the approximate time of the visit.
A clear description of what went wrong or why you are dissatisfied.
Any relevant supporting information, such as photographs or invoices, where available.
What outcome you would consider a fair resolution, if you have one in mind.
Time Limits for Making a Complaint
We ask that you raise any complaint as soon as reasonably possible after the issue arises. Reporting concerns promptly helps us to investigate more effectively and gives us the best chance of resolving the matter. In general, we request that service-related complaints be raised within 14 days of the cleaning appointment. Complaints made after this period may still be considered, but some options for resolution could be limited due to the passage of time.
Our Complaints Handling Stages
We follow a structured process when handling complaints to ensure consistency and fairness.
Stage One: Initial Review and Acknowledgement
Once we receive your complaint, it will be logged in our internal system. We will acknowledge your complaint within a reasonable timeframe. In our acknowledgement, we will confirm that we have received your complaint, provide the name or position of the person responsible for handling it, and outline the next steps in the process.
Stage Two: Investigation
The person handling your complaint will review all the relevant information. This may include:
Details of the booking and the services requested.
Any notes or reports made by the cleaning technician.
Photographs or evidence provided by you or our team.
Any previous communication between you and Carpet Cleaning Kensington relating to the issue.
We may contact you if we require further information or clarification. In some cases, we may ask to revisit the property to inspect the work or the area of concern in person, where this is appropriate and you agree to it.
Stage Three: Response and Resolution
After the investigation, we will provide you with a written or verbal response setting out:
What we have found during our investigation.
Whether your complaint has been upheld in full, in part, or not upheld.
Any steps we propose to take to resolve the matter.
Examples of possible outcomes include a re-clean of affected areas, practical advice on aftercare, a partial or full refund where justified, or an explanation as to why we believe the service met the agreed standard. The outcome will depend on the specific circumstances of your complaint.
Timescales for Responding
We aim to resolve complaints as quickly as possible. Most straightforward complaints can be investigated and responded to within a reasonable timeframe. More complex cases, especially those involving potential damage or multiple visits, may take longer. If we need additional time, we will let you know and keep you updated on the progress of our investigation.
If You Are Not Satisfied with the Outcome
If you are unhappy with the outcome of your complaint at the first stage, you may request a further review. In that case, your complaint and our initial findings will be reconsidered by a senior member of our team who was not directly involved in the original investigation. They will review the evidence, consider any new information you provide, and then issue a final response.
Our Commitments During the Complaints Process
Throughout the complaints process, Carpet Cleaning Kensington is committed to the following principles:
Fairness: We will treat you and your complaint impartially and respectfully.
Confidentiality: Your information will be handled in line with privacy obligations and only shared where necessary to investigate and resolve the complaint.
Transparency: We will explain what we are doing to address your complaint and how we have reached our conclusions.
Improvement: We use the feedback from complaints to review our procedures, staff training, and service standards, with the aim of reducing the likelihood of similar issues arising in future.
Recording and Monitoring Complaints
All complaints received by Carpet Cleaning Kensington are recorded and monitored. We review complaints periodically to identify any recurring themes or areas where our service can be improved. This forms an important part of our commitment to consistent, high-quality carpet and upholstery cleaning.
Amendments to This Complaints Procedure
We may update or amend this complaints procedure from time to time to reflect changes in our services, internal processes, or legal requirements. The version in force at the time you make your complaint will be the procedure we follow.
This complaints procedure is intended to be clear and accessible. If you have any questions about how to make a complaint or how your complaint will be handled, please contact Carpet Cleaning Kensington so we can provide further guidance.
