Complaints Procedure for Carpet Cleaners Kingston Upon Thames

Carpet Cleaners Kingston Upon Thames is committed to delivering reliable, professional carpet and upholstery cleaning services across Kingston and the surrounding area. We aim to provide a consistently high standard of work and customer care. However, if something goes wrong or you are not satisfied with any aspect of our service, this complaints procedure explains how to raise your concerns and how we will handle them.

Purpose of This Complaints Procedure

This procedure is designed to ensure that any complaint about our carpet cleaning or related services is dealt with fairly, promptly and transparently. It applies to all customers who have used our services in Kingston Upon Thames or nearby areas and wish to raise a concern about the quality of work, conduct of staff, booking and timing issues, or any other aspect of the service we provide.

What We Class as a Complaint

A complaint is any expression of dissatisfaction, whether oral or written, about our services, our staff, or the way we have handled a previous concern, where a response is expected. This can include, but is not limited to:

Unsatisfactory cleaning results on carpets, rugs, upholstery or mattresses.

Damage or alleged damage to property during a cleaning visit.

Missed, delayed or cancelled appointments without adequate explanation.

Concerns about the behaviour or attitude of our cleaning operatives or office staff.

Disputes about charges, quotes, or the scope of work agreed.

How to Make a Complaint

You can make a complaint in writing or verbally. To help us investigate and resolve your complaint efficiently, please provide as much detail as possible, including:

Your full name and the address where the service was carried out.

The date and time of the service.

A clear description of what went wrong and what outcome you are seeking.

Any supporting information, such as photographs of the area cleaned, notes from the day of the visit, or copies of invoices.

We encourage you to raise any complaint as soon as possible after the service, ideally within a reasonable period, so that the circumstances are fresh and any issues can be assessed quickly.

Our Complaints Handling Stages

We handle all complaints through a simple, staged process.

Stage 1: Initial Response

Once we receive your complaint, we will acknowledge it and confirm that it is being reviewed. Where possible, we will try to resolve straightforward matters immediately at this stage. This may involve clarifying details with you and, if appropriate, offering a practical solution such as a re-clean of the affected areas.

Stage 2: Investigation

If your complaint cannot be resolved right away, it will be passed to a senior member of our team for investigation. They will review all relevant information, which may include:

Details provided in your complaint.

Notes from our cleaning operatives who attended your property.

Photographs or other evidence supplied by you or taken by our staff.

Your previous service history with Carpet Cleaners Kingston Upon Thames.

Where necessary, we may request to revisit the property to inspect the carpets or other surfaces in person. This helps us assess the situation accurately and agree a fair resolution.

Stage 3: Outcome and Resolution

After the investigation, we will provide you with a clear response outlining:

What we have found during our review.

Whether your complaint is upheld in full, in part, or not upheld.

Any steps we propose to put things right.

Possible resolutions may include a re-clean of specific areas, a partial or full refund, or another remedy that is reasonable in the circumstances. Our aim is always to reach a fair outcome that reflects both the evidence available and our commitment to good customer service.

Timescales for Handling Complaints

We aim to acknowledge all complaints promptly after receipt. The time required to complete our investigation and provide a full response may vary depending on the complexity of the issue, the need for a site visit, and the availability of relevant staff. We will keep you informed if we anticipate any delay and will always try to resolve matters as quickly as is reasonably possible.

Your Responsibilities as a Customer

To help us deal with your complaint efficiently and fairly, we ask that you:

Provide accurate and complete information about the issue.

Allow us reasonable access to the property where the service was carried out, if a site visit is necessary.

Keep any relevant evidence, such as photographs, invoices and reports.

Communicate with our staff in a respectful and constructive manner.

Our Commitment to Fairness and Respect

We treat every complaint seriously and handle all information with care and confidentiality. No customer will be treated less favourably because they have made a complaint. Our staff are trained to approach all concerns professionally and courteously, with the aim of restoring confidence in our carpet cleaning services wherever possible.

Continuous Improvement

Complaints provide us with valuable insight into how our services are performing in Kingston Upon Thames and nearby areas. We routinely review the issues raised to identify patterns, training needs, or changes we can make to improve our booking processes, cleaning methods and customer communication. By following this complaints procedure, you help us to enhance the quality and reliability of the services we offer.

Review of This Procedure

This complaints procedure is reviewed regularly to ensure it remains effective, clear and appropriate for the range of cleaning services we provide. Any updates will apply to all future complaints from the date of revision.

If you have any questions about this complaints procedure, you may contact us using our standard contact details. We will be happy to explain any part of the process and how it applies to your situation.