Kingston Carpet Cleaners Complaints Procedure
Kingston Carpet Cleaners is committed to providing a reliable and professional cleaning service for homes and businesses. We recognise that, on occasion, things may not go as planned. When this happens, we want to hear from you so we can put things right and improve our services. This Complaints Procedure explains how to raise a concern, how we handle it, and what you can expect from us at each stage.
Our Commitment To You
We take all complaints seriously and aim to resolve them fairly, consistently, and as quickly as possible. Our goals are to listen to your concerns, investigate what has happened, explain our findings clearly, and, where appropriate, offer a suitable remedy or solution.
What Is A Complaint
A complaint is any expression of dissatisfaction about our cleaning services, our staff, our communication, or any part of your experience with Kingston Carpet Cleaners, where you would like a response or resolution. This can include issues with the quality of cleaning, punctuality, conduct of staff, booking or billing errors, or follow-up service.
How To Make A Complaint
You can make a complaint in writing or by speaking with us. We recommend that you raise your concern as soon as possible after the issue occurs, so that details are clear and we can address the matter promptly.
Please provide the following information when making a complaint:
The name the booking was made under, the service address, the date and time of the cleaning service, a clear description of what went wrong, any steps already taken to resolve the issue, and how you would ideally like us to put things right. Providing as much detail as you can helps us investigate more effectively.
Stage One: Informal Resolution
In many cases, complaints can be resolved quickly and informally. If you are unhappy with any aspect of our work, please raise the issue with us at the earliest opportunity. This could be during or soon after the service. We will listen to your feedback, ask any questions needed to understand the situation, and try to offer a practical solution straight away, such as revisiting the property to inspect the work or arranging a re-clean where appropriate.
Our aim at this stage is to resolve your complaint within a short time frame wherever possible. If you are satisfied with the outcome, the matter will be considered closed.
Stage Two: Formal Complaint
If the issue cannot be resolved informally, or you are not satisfied with the initial response, you may ask for your complaint to be treated as a formal complaint. When doing so, please clearly state that you wish to make a formal complaint and include any supporting information you feel is relevant, such as photographs, written notes, or appointment details.
Once a formal complaint is received, we will acknowledge it within a reasonable period. We will then review the details, speak with any staff involved, and examine booking records, service notes, or other relevant information to understand exactly what has happened.
Investigation And Response Timescales
We aim to complete our investigation and provide a written or verbal response within a practical and reasonable time. If the matter is complex or requires further information, we may need additional time. In such cases, we will keep you updated on our progress and let you know when you can expect a full response.
Our response will normally include a summary of your complaint, the findings of our investigation, whether your complaint has been upheld in full, in part, or not upheld, and any actions we will take as a result.
Possible Outcomes And Remedies
Where we find that things have gone wrong, we will look at appropriate ways to resolve the matter. Depending on the circumstances, this may include an apology and explanation, carrying out remedial cleaning work, offering a re-clean of specific areas, or reviewing our internal processes and staff training to help prevent similar issues in future.
Any remedy offered will be proportionate to the issue identified and in line with our service terms and conditions.
If You Remain Unhappy
If, after receiving our formal response, you still feel that your complaint has not been fairly handled, you may ask us to review the matter again. At this stage, a different person or a senior member of our team will re-examine the complaint, the investigation, and the decision already made. They may contact you for more information before confirming our final position.
Customer Responsibilities
To help us deal with your complaint effectively, we ask that you provide accurate information, respond to any reasonable requests for clarification, and treat our staff with courtesy and respect throughout the process. We understand that complaints can arise from frustrating situations, but we will not tolerate abusive or threatening behaviour towards our team.
Recording And Using Complaint Information
We keep a record of complaints and their outcomes so that we can monitor the quality of our carpet, upholstery, and rug cleaning services and identify areas for improvement. Information from complaints may be used for staff training, service development, and to help us maintain high standards for customers across our service area.
Review Of This Complaints Procedure
Kingston Carpet Cleaners reviews this Complaints Procedure periodically to ensure it remains clear, fair, and effective. We may update or amend it from time to time to reflect changes in our services or in applicable guidance. The version available from us at the time you raise your complaint will apply to your case.
We value feedback from all customers. Whether you live locally or run a business in our wider service area, your comments help us maintain a high standard of professional cleaning and customer care. If you are dissatisfied with any aspect of our service, we encourage you to use this Complaints Procedure so that we can address the issue and continue to improve.