Complaints Procedure for Kingston upon Thames Carpet Cleaners
Kingston upon Thames Carpet Cleaners is committed to providing reliable and professional carpet, upholstery, and floor cleaning services to customers throughout the local area. We aim to deliver a consistently high standard of work and customer care. However, we recognise that occasionally things may not go as planned. This complaints procedure explains how you can raise a concern about our services and how we will respond.
Our Commitment to Handling Complaints
We treat all complaints seriously and use them as an opportunity to improve our services. When you raise a concern with Kingston upon Thames Carpet Cleaners, we will:
Listen carefully to your comments and treat you with courtesy and respect.
Acknowledge your complaint promptly and clearly.
Investigate the matter fairly and impartially.
Provide a timely response, explaining our findings and any actions we will take.
Keep a record of the complaint and outcome, so we can identify any areas for improvement in our cleaning operations and customer service.
What Counts as a Complaint
A complaint is any expression of dissatisfaction about the services or conduct of Kingston upon Thames Carpet Cleaners, whether justified or not. This may include, for example:
Concerns about the quality of carpet or upholstery cleaning.
Issues with punctuality, access, or the conduct of cleaning staff.
Disagreements about agreed work, pricing, or invoicing.
Problems with communication or follow-up after a visit.
Health and safety concerns during a cleaning appointment.
We encourage you to raise your complaint as soon as possible after the issue arises, so that it can be investigated while events are still clear and any necessary corrective action can be taken without delay.
How to Make a Complaint
You can make a complaint to Kingston upon Thames Carpet Cleaners in writing. Please clearly describe what went wrong and what outcome you are seeking. Include relevant details such as:
Your full name and the address where the cleaning service was carried out.
The date and approximate time of the service.
A clear description of the problem and how it affected you.
Any supporting information such as photographs, technician names, or booking references.
This helps us understand your concerns and investigate efficiently. If you need assistance setting out your complaint in writing, we will do our best to support you.
Stage One: Initial Review and Response
Once your complaint is received, it will be logged and passed to the appropriate person for review. We will aim to:
Acknowledge your complaint within a reasonable period of receiving it.
Review the details of your complaint, including any records of the booking, job sheet, or communications with our team.
Contact you if we need further information or clarification.
We will then provide you with a written response. This response will explain what we have found, whether your complaint is upheld in full or in part, and any actions we propose to take. Where appropriate, this may include arranging a re-visit, remedial cleaning, a partial refund, or an explanation of why no further action is considered necessary.
Stage Two: Further Review
If you are not satisfied with the outcome of Stage One, you may request a further review. To do this, please explain in writing why you are unhappy with the initial decision and what you would like to see done differently.
At Stage Two, your complaint and the Stage One outcome will be reviewed by a more senior member of Kingston upon Thames Carpet Cleaners who was not directly involved in the original decision wherever possible. They will:
Consider the original complaint, the investigation, and the response.
Review any additional information you provide at this stage.
Decide whether the original outcome should be upheld, varied, or overturned.
We will then send you a written final response, explaining our decision and the reasons for it.
Timescales
We aim to deal with complaints from our customers in the Kingston upon Thames area as promptly as reasonably possible. While timescales may vary depending on the complexity of the issue and the availability of information, our general approach is to:
Acknowledge your complaint within a reasonable period.
Provide a Stage One response within a practical timeframe after acknowledging your complaint.
If a Stage Two review is requested, provide a final response within a further reasonable period.
If, for any reason, we are unable to meet these indicative timescales, we will let you know and explain when you can expect a full response.
Confidentiality and Data Protection
All complaints will be handled in confidence. Information about your complaint will be shared only with those who need it in order to investigate and respond. Any personal data you provide will be handled in line with relevant data protection principles and used only for the purposes of managing and learning from your complaint.
Fairness and Non-Retaliation
Raising a complaint will not affect your right to use Kingston upon Thames Carpet Cleaners in the future. We do not tolerate any form of retaliation against customers who raise concerns in good faith. Our aim is always to restore your confidence in our domestic and commercial cleaning services wherever possible.
Recording and Learning from Complaints
We keep records of all complaints received, including the nature of the issue, how it was resolved, and any follow-up actions. Periodically, we review these records to identify patterns or recurring issues in our carpet, rug, or upholstery cleaning work across our service area. This helps us improve staff training, procedures, and quality control, so that future customers benefit from higher standards.
Using This Procedure
This complaints procedure is intended for customers of Kingston upon Thames Carpet Cleaners who have used or booked our services. It is designed to be clear, accessible, and straightforward to follow. If at any point you are unsure how to proceed or what stage your complaint is at, you may contact us for clarification so that we can support you through the process.
Review of This Complaints Procedure
Kingston upon Thames Carpet Cleaners may review and update this complaints procedure from time to time to reflect changes in our operations, service area, or best practice in customer care. Any revised version will apply to complaints received after the date of publication.
