Complaints Procedure for West Kensington Carpet Cleaners
West Kensington Carpet Cleaners is committed to delivering reliable and professional carpet, upholstery and floor cleaning services. We take all feedback seriously and view complaints as an opportunity to review, improve and strengthen our customer care and service standards.
Purpose of this Complaints Procedure
This complaints procedure sets out how you can raise a concern or complaint about our cleaning services, how we will respond, and the timeframes you can expect. It applies to all domestic and commercial customers who have used our services.
What We Class as a Complaint
A complaint is any expression of dissatisfaction, whether spoken or written, about the standard of our work, the conduct of our staff or contractors, our pricing and billing, our communication with you, or any aspect of the service you have received from West Kensington Carpet Cleaners.
Examples include, but are not limited to:
Quality of cleaning work, such as missed areas, staining not treated as agreed, or damage alleged to have been caused during a visit.
Punctuality issues, including late arrival or non-attendance of a booked appointment without adequate explanation.
Behaviour or attitude of cleaners or office staff that you feel was unprofessional or unacceptable.
Concerns about how your booking, payment or any aftercare arrangements were handled.
How to Make a Complaint
You can raise a complaint verbally or in writing. Whichever method you choose, please tell us you are making a complaint so we can log and handle it correctly.
To help us investigate effectively, please provide the following where possible:
Your full name and the address where the cleaning service took place.
The date and approximate time of the service.
A clear description of what went wrong and what outcome you are seeking.
Any relevant supporting information, such as photographs of areas of concern, copies of invoices or booking confirmations.
We encourage customers to raise complaints as soon as possible after the issue occurs, ideally within 7 days of the service. This enables us to investigate promptly and, where appropriate, put issues right with minimal inconvenience to you.
Our Complaints Handling Stages
Stage One: Initial Review and Acknowledgement
Once we receive your complaint, we will record it in our internal system. Where you have contacted us in writing, we will acknowledge receipt within three working days. If you raise the complaint by phone, we will normally acknowledge it during the call, and may also confirm the details in writing where needed.
At this stage we may ask for additional information or clarification so that we can properly understand the issue.
Stage Two: Investigation
A manager or senior member of our team will investigate your concerns. This may involve:
Reviewing your booking details, service notes and any internal communication about the job.
Speaking with the cleaning operative or team who attended your property.
Assessing photographs or other evidence you have provided.
Where appropriate, offering a revisit to inspect the areas you are unhappy with and to assess whether remedial work is possible.
We aim to complete our investigation and provide a full response within 10 working days of acknowledging your complaint. If we foresee that more time is needed, we will let you know and give you a revised timeframe.
Stage Three: Response and Resolution
After our investigation, we will explain our findings and any actions we propose to take. Possible outcomes may include:
A clear explanation or apology, if something has gone wrong in the way we delivered our service.
Offering a re-clean of part or all of the affected area where we believe this is appropriate and practical.
Considering a partial or full refund in line with our terms and conditions and the specific circumstances of the complaint.
In some cases, we may decide that no further action is justified. If so, we will clearly explain our reasons.
Stage Four: Escalation
If you are not satisfied with our initial decision, you may ask for your complaint to be reviewed by a more senior manager. Please explain why you are unhappy with the outcome and what you would like us to reconsider.
The senior review will normally be completed within 10 working days. We will then provide a final written response setting out our position.
Your Responsibilities During the Process
To enable a fair and efficient complaints process, we ask that you:
Provide accurate and complete information about the issue.
Allow us reasonable access to the property, where applicable, to inspect the work.
Communicate with our team respectfully and constructively at all times.
Retain any relevant documents, such as invoices and photographs, until the complaint has been resolved.
Our Commitment to Fairness and Improvement
West Kensington Carpet Cleaners is committed to treating all complaints seriously, fairly and confidentially. We do not discriminate against any customer who raises a concern and we will not treat you less favourably in future for having made a complaint.
We regularly review logged complaints and feedback to identify patterns and areas for improvement. This may include additional staff training, updates to our procedures, or changes to how we communicate with customers before, during and after a cleaning visit.
Data Protection and Confidentiality
Any personal information you provide as part of a complaint will be handled in line with our data protection responsibilities. We will only share details internally with staff who need them to investigate and respond to your concerns. We will keep a record of your complaint and our response for monitoring, training and quality control purposes.
Closing a Complaint
A complaint is considered closed when we have sent you our final response, or when you confirm that you are satisfied with the outcome, whichever occurs first. If we do not hear from you within a reasonable period following our final response, we may treat the matter as closed, but you are still welcome to contact us for clarification on the decision.
We appreciate the time you take to tell us when something has not gone as expected. Your feedback helps West Kensington Carpet Cleaners maintain high standards of service and support customers throughout our service area.