Kingston Carpet Cleaning Complaints Procedure

Kingston Carpet Cleaning is committed to providing a reliable, professional and courteous cleaning service to all customers within our service areas. We recognise that, on occasion, things may not go as expected. When this happens, we want to know about it so we can put matters right quickly and learn from the experience. This complaints procedure explains how you can raise a concern, how we will respond, and what you can expect from us at each stage.

Our Commitment to Handling Complaints

We treat all complaints seriously and aim to resolve them fairly, consistently and as quickly as possible. We will always:

Listen carefully to your concerns and treat you with respect and courtesy.

Make every reasonable effort to understand the issue from your point of view.

Investigate the facts thoroughly and objectively.

Offer a clear explanation of the outcome, including any steps we will take to put things right.

Use the feedback to help improve our cleaning services and internal processes.

What Counts as a Complaint

A complaint is any expression of dissatisfaction about the standard of our carpet or upholstery cleaning services, the conduct of our staff, or any aspect of our customer service. This can include, for example:

Concerns about the quality or effectiveness of the cleaning work carried out.

Damage, marks or other issues you believe may have occurred during our visit.

Missed appointments, delays or lack of communication about bookings.

The behaviour, attitude or professionalism of our team members.

Any other matter where you feel we have not met the standard you reasonably expected.

How to Make a Complaint

You can raise a complaint in the way that is most convenient for you. We welcome complaints made verbally or in writing. When you contact us, please provide as much detail as you can so that we can investigate efficiently. Helpful information includes:

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

The date and approximate time of the appointment.

A clear description of what went wrong and how it has affected you.

Any relevant supporting information, such as photographs of the area cleaned or damage observed.

Your preferred method of contact so we can update you and discuss the outcome.

Stage One: Informal Resolution

We encourage customers, where possible, to raise concerns as soon as they arise, ideally on the day of the service or shortly afterwards. Many issues can be resolved quickly and informally by discussing them with our customer service team or the supervisor responsible for your booking.

At this stage, we will:

Listen to your feedback and ask any questions needed to clarify the issue.

Review the details of your booking and work carried out.

Propose a practical solution where appropriate, which may include further cleaning, a revisit, or another form of remedy depending on the circumstances.

In many cases, this informal approach will resolve the matter to your satisfaction without needing to proceed further.

Stage Two: Formal Complaint Review

If you are not satisfied with the outcome of the informal stage, or if you prefer to raise a formal complaint immediately, you may do so. A formal complaint will be reviewed by a senior member of our management team who was not directly involved in the original service.

When a formal complaint is received, we will:

Acknowledge your complaint and confirm that it is being handled under our formal procedure.

Review all relevant records, including job notes, staff feedback and any photographs or evidence you have provided.

Contact you if we need further information or clarification.

Aim to provide a full written or verbal response within a reasonable timeframe from receipt of the complaint. If we need more time to investigate, we will let you know and explain why.

Outcome of a Complaint

Once our review is complete, we will explain our findings and the reasons for our decision in clear and straightforward language. Depending on the circumstances, outcomes may include:

An apology and explanation where we identify that our service did not meet our usual standard.

A practical remedy such as re-cleaning the affected area, subject to an agreed arrangement.

Other steps that we consider appropriate and proportionate to put matters right, taking into account the nature of the issue.

Where we do not uphold a complaint, we will explain how we reached that conclusion and what information we relied upon.

Further Escalation

If, after receiving our final response, you remain dissatisfied, you may request that your complaint is reviewed again by a more senior manager, where available. This further review will focus on whether the complaint was handled fairly and in accordance with this procedure.

We will inform you of the outcome of any further review and whether any additional steps can reasonably be taken. Our aim is to ensure that you feel your concerns have been taken seriously and considered carefully, even if we are unable to agree on every point.

Time Limits for Raising Complaints

To allow us to investigate effectively, we ask that you raise any complaint as soon as possible after the service date. Complaints made a long time after the event may be more difficult to investigate fully, as records and evidence may be limited. However, we will always do our best to consider and respond to your concerns fairly, regardless of when they are raised.

Data Protection and Confidentiality

All information you provide in connection with a complaint will be treated confidentially and handled in accordance with applicable data protection requirements. Details will only be shared within Kingston Carpet Cleaning with those who need to know in order to investigate and resolve the matter.

Using Feedback to Improve Our Service

Every complaint, whether upheld or not, is an opportunity for us to review our working practices and identify ways to improve. We regularly review complaint outcomes and customer feedback to help ensure that our carpet and upholstery cleaning services remain consistent, safe and professional across the areas we cover. Your feedback helps us train our staff, refine our procedures and maintain high standards for all customers.