Complaints Procedure
Complaints Procedure For Kentish Town Carpet Cleaners
Kentish Town Carpet Cleaners is committed to providing reliable, professional cleaning services and clear communication with every customer. We recognise that, on occasion, things may not go to plan. This Complaints Procedure explains how you can raise a concern, how we will respond, and what you can expect from us throughout the process.
Our Commitment To You
We take all complaints seriously and see them as an opportunity to review and improve our carpet, upholstery and hard floor cleaning services. When you contact us with a concern, we aim to treat you fairly, listen carefully, and offer a practical resolution wherever possible. We will always handle your information respectfully and in line with our privacy practices.
What Counts As A Complaint
A complaint is any expression of dissatisfaction about our cleaning services, our staff, our communication, or our administration, where you would like a response or resolution. This can include issues such as the quality of cleaning, punctuality, conduct of team members, damage to property, or disagreements about pricing or appointments.
Raising An Informal Complaint
In many cases, issues can be resolved quickly and informally. If you are unhappy during or immediately after a cleaning visit, you are encouraged to raise the issue with the cleaning operative or with our office at the earliest opportunity. We will try to:
Clarify the details of your concern, agree what outcome you are seeking, and offer a practical solution such as a re-clean of affected areas where appropriate. If we are able to resolve your concern informally to your satisfaction, the matter will normally be treated as concluded.
Making A Formal Complaint
If your concern cannot be resolved informally, or you prefer your complaint to be handled more formally, you can submit a written complaint. Providing your complaint in writing helps us understand the issue clearly and gives us a record to investigate properly.
Please include the following information when making a formal complaint:
Your full name, your preferred contact details, the service address, the date and approximate time of the service, a clear description of what went wrong, any relevant booking or reference numbers, and what outcome you would consider fair. The more detail you provide, the easier it is for us to investigate thoroughly and respond effectively.
Acknowledging Your Complaint
Once we receive your formal complaint, we will send you an acknowledgement. In this acknowledgement we will confirm that we have received your complaint, outline the next steps in the process, and provide an indication of the timescale for our investigation and response.
How We Investigate
Your complaint will be passed to an appropriate member of our management team who is responsible for reviewing and investigating the issues raised. As part of the investigation we may:
Review your booking details and service notes, speak with the cleaning team involved, request photographs or additional information where necessary, and consider any previous communication or visits relating to your property. Our aim is to establish an accurate picture of what happened and whether our usual standards and procedures were followed.
Response Timescales
We aim to provide a full written response within a reasonable timeframe from the date we acknowledge your complaint. In some cases, particularly where the issues are complex or additional information is required, the investigation may take longer. If this happens, we will keep you informed of the progress and let you know when you can expect a final response.
Our Decision And Possible Outcomes
After reviewing all relevant information, we will send you a clear and reasoned response setting out our findings. Where we uphold your complaint in full or in part, we will explain what went wrong and what we are doing to put it right. Depending on the circumstances, possible outcomes may include a re-clean of specific areas, a partial or full refund where appropriate, or other remedial action that we consider fair and proportionate.
If we do not uphold your complaint, we will explain the reasons for our decision based on the evidence available.
If You Are Still Unhappy
If you remain dissatisfied after receiving our final response, you may request that the decision be reviewed by a senior manager who was not involved in the original investigation. They will reconsider the details of your complaint, the steps taken so far, and the outcome offered. Following this review, the senior manager will provide you with a further written response confirming whether the original decision is upheld or varied.
Time Limits For Complaints
To ensure we can properly investigate and address any concerns, we ask that complaints relating to a specific cleaning visit are raised as soon as reasonably possible. Issues relating to the quality of a clean should normally be reported within a short period after the service, so that we can inspect the work and offer any appropriate remedial action.
Fair Treatment Of Our Staff
We understand that you may feel frustrated when something goes wrong, and we are committed to listening carefully and responding constructively. In return, we expect our customers to treat our office team and cleaning operatives with courtesy and respect. We will not tolerate abusive, threatening, or discriminatory behaviour towards our staff. Where such behaviour occurs, we may restrict communication channels or, in serious cases, decline to provide further services.
Using Complaints To Improve Our Service
Every complaint we receive is logged and reviewed so that we can identify patterns, learn from mistakes, and improve our cleaning services, systems and training. This helps us maintain consistent quality for domestic and commercial customers and support our teams in delivering the standard of work that we promise.
Updates To This Complaints Procedure
Kentish Town Carpet Cleaners may update this Complaints Procedure from time to time to reflect changes in our services, internal processes or legal requirements. Any updated version will apply from the date it is published and will set out the current approach we follow when handling complaints.
