Complaints Procedure for Carpet Cleaning Kennington

This complaints procedure explains how customers can raise concerns about any aspect of our carpet and upholstery cleaning services, and how we will respond. We are committed to providing reliable, high quality cleaning for homes and businesses in Kennington and surrounding areas, and we take all complaints seriously as an opportunity to review and improve our work.

Our Commitment to Handling Complaints

We aim to resolve complaints promptly, fairly and consistently. Every complaint will be treated with respect and handled in a professional and courteous manner. We will listen carefully, investigate thoroughly and keep you informed of the progress and outcome. We will always try to put things right where we can, and we will use the findings to improve our services and staff training.

What You Can Complain About

You can raise a complaint about any part of our carpet cleaning service, including but not limited to:

The quality of cleaning work carried out on carpets, rugs, upholstery or other soft furnishings

The conduct, behaviour or attitude of cleaners attending your property

Damage to carpets, flooring, furniture or personal belongings allegedly caused during our visit

Delays, missed appointments or poor communication regarding bookings

Issues with pricing, quotations, invoices or agreed work specifications

Any health, safety or security concern related to our cleaning activities

How to Make a Complaint

You can make a complaint verbally or in writing. While we will accept complaints made in any reasonable way, we recommend that you set out your concerns in writing wherever possible. Providing clear details helps us investigate more quickly and thoroughly.

When submitting your complaint, please include:

Your full name and the address where the cleaning took place

The date and approximate time of the service

A clear description of what went wrong and how you were affected

Any steps already taken to try to resolve the issue

Any photographs or supporting information you feel are relevant

What you would consider a reasonable outcome or resolution

Timeframe for Raising a Complaint

To help us investigate effectively, please raise any complaint as soon as you become aware of a problem. For issues relating to cleaning quality or visible damage, we ask that you contact us within a reasonable period after the cleaning appointment, so that conditions on site are still recent and can be accurately assessed.

How We Will Respond

We will acknowledge your complaint as soon as reasonably practicable. Where your complaint is made in writing, we will confirm that it has been received and is being reviewed. We aim to provide a full response within a reasonable timescale, depending on the complexity of the issue and the need to gather further information.

In most cases, our process will include:

Reviewing your description of the problem and any supporting evidence

Checking our booking records, cleaning notes and any relevant photographs taken by our operatives

Speaking with the cleaning technician or team who attended your property

Where appropriate, arranging a follow up visit or inspection to view the issue in person

Assessing whether our service has fallen below our standards and what we can do to resolve it

Possible Outcomes and Resolutions

Once our investigation is complete, we will explain our findings clearly and propose a resolution. Depending on the circumstances, possible outcomes may include:

Offering to re clean specific areas of carpet or upholstery at no additional charge

Providing advice on aftercare or additional treatment options where suitable

Offering a partial or full refund where this is considered appropriate

Making a contribution towards repair or replacement costs in cases where our responsibility is established

Explaining why we believe the issue is not the result of our work and setting out our reasoning

Reviewing and updating our internal procedures or staff training to prevent similar issues

Complaints Involving Alleged Damage

If your complaint involves alleged damage to carpets, flooring, furniture or belongings, we may need more detailed investigation. This can include viewing the item, checking pre existing conditions where known, and assessing whether the damage is consistent with the services provided. We may request photographs or reports to help establish the cause and extent of any damage.

Where we identify that pre existing wear, age, staining or structural weakness has contributed to an issue, we will explain this clearly. Before work begins, our technicians may point out visible risks and limitations, especially in older or heavily worn carpets and fabrics. However, if we conclude that our actions have directly caused avoidable damage, we will consider appropriate remedial steps.

Escalating a Complaint

If you are not satisfied with our initial response, you may request that your complaint is reviewed at a higher level within our company. When asking for an escalation, please explain which aspects of the response you disagree with and why. We will then carry out a further review, which may involve a different manager or senior member of staff, and provide a final position.

Confidentiality and Data Protection

All complaints will be handled in confidence. Information you provide will only be shared with those who need it to investigate and respond to the issues raised. We will keep a record of complaints and outcomes in line with our data protection practices and retention periods.

Using Complaints to Improve Our Service

We monitor and review complaints regularly to identify patterns and areas for improvement. Feedback from customers in Kennington and neighbouring districts helps us refine our carpet cleaning methods, equipment, training and customer care. By following this procedure, we aim not only to resolve individual issues, but also to strengthen our service for all customers in the local area.