Complaints Procedure for Kingston upon Thames Carpet Cleaners

Kingston upon Thames Carpet Cleaners is committed to delivering reliable, professional cleaning services for carpets, rugs, upholstery and related domestic and commercial spaces. We recognise that, on occasion, you may feel that our service has not met your expectations. This complaints procedure explains how you can raise a concern, how we will respond, and the steps we will take to resolve matters fairly and promptly.

Our approach to complaints

We welcome feedback as an opportunity to improve our services in the Kingston area and beyond. All complaints are taken seriously and handled confidentially. We aim to treat every customer with respect, listen carefully to what has gone wrong, and put things right where we have made a mistake.

Our objectives when dealing with complaints are to:

Identify and understand the issue raised by the customer.

Respond within clear timeframes and keep the customer informed.

Provide a fair and balanced investigation.

Offer a suitable remedy where a complaint is upheld.

Use the outcome to improve our carpet and upholstery cleaning practices.

What counts as a complaint

A complaint is any expression of dissatisfaction about our services, our staff, or the way we have handled a previous enquiry. This may relate, for example, to:

The quality or result of carpet, rug, upholstery or end of tenancy cleaning.

Damage or alleged damage to property during a visit.

Missed or significantly delayed appointments without adequate notice.

The behaviour or conduct of any member of our team.

Our communication before, during or after providing a service.

If you are unsure whether your concern is a complaint, you may still contact us and we will advise you on the most appropriate way forward.

How to make a complaint

You can raise a complaint in writing or verbally. Written complaints are helpful as they provide a clear record of the issues raised. When submitting a complaint, please include:

Your full name and the address where the cleaning took place.

The date of the service and, if possible, the approximate time.

A description of the service booked, such as carpet cleaning, rug cleaning, upholstery cleaning, or end of tenancy cleaning.

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

Any supporting information, such as photographs, notes, or previous correspondence.

Verbal complaints can be made to a supervisor or manager, who will make a written record and confirm the details with you to ensure accuracy.

Time limits for raising concerns

To help us investigate effectively, we ask that you notify us of any concerns regarding the quality of cleaning as soon as possible and ideally within 48 hours of the service taking place. For other issues, such as invoicing or conduct, we ask that you raise your complaint within a reasonable period from when the issue occurred or came to your attention.

Stage one: Initial resolution

In the first instance, we aim to resolve your complaint quickly and informally, where possible. A supervisor or manager will review the details of your concern and may contact you to clarify any points. We will aim to respond to you within five working days of receiving your complaint.

At this stage we may:

Offer further cleaning or re-cleaning of affected areas.

Provide an explanation or clarification where there has been a misunderstanding.

Offer an apology and, where appropriate, a gesture of goodwill.

Confirm any agreed actions and timeframes in writing, where appropriate.

Stage two: Formal investigation

If you are not satisfied with the initial response, or if the matter is more complex, your complaint will be escalated for a formal investigation. A senior member of our team, not previously involved in the matter where possible, will review all the information available.

During the formal investigation we may:

Contact you to gather further information.

Interview the cleaning operatives or staff involved.

Review appointment records, job sheets and any images or notes taken.

Assess whether our procedures were followed correctly.

We aim to provide a full written response within 15 working days of escalating the complaint. If, for any reason, we need more time, we will inform you of the reason and provide an updated timescale.

Outcomes and remedies

When a complaint is upheld, we will seek to offer a fair remedy that reflects the nature of the issue and any inconvenience caused. Depending on the circumstances, this may include:

Providing additional cleaning to rectify the problem.

Offering a partial or full refund for the affected service.

Agreeing changes to how we deliver future services to you.

Offering an apology and explanation for what went wrong.

Where a complaint is not upheld, we will explain our reasons clearly and provide details of any evidence and policies considered during the investigation.

Confidentiality and data protection

All complaints are handled in confidence. Information you provide will only be shared with those who need it to investigate and resolve your complaint. We will store complaint records securely and in line with our data protection responsibilities. These records help us understand patterns, improve staff training and enhance our cleaning services across the areas we cover.

Unreasonable or abusive behaviour

We are committed to treating all customers with courtesy and respect and we ask the same in return. While we understand that complaints may be made in frustration or distress, we reserve the right to restrict or end communication where a customer behaves in an abusive, threatening or persistently unreasonable manner. Any such decision will be carefully considered and, where possible, explained to the customer in writing.

Continuous improvement

Complaints, comments and suggestions are an important part of how Kingston upon Thames Carpet Cleaners maintains and improves service quality. We regularly review complaint outcomes to identify areas where we can enhance staff training, refine our cleaning methods, and improve communication with customers throughout the booking and cleaning process.

By following this complaints procedure, we aim to ensure that all concerns are addressed fairly, transparently and within reasonable timeframes, helping us continue to provide a dependable and professional cleaning service for homes and businesses.