Complaints Procedure

Kennington Carpet Cleaning Complaints Procedure

Kennington Carpet Cleaning is committed to delivering a reliable, professional and courteous cleaning service for domestic and commercial customers. We understand that occasionally things may not go as expected, and when that happens we want to put matters right quickly and fairly. This complaints procedure explains how you can raise a concern, what you can expect from us, and how we will work with you to reach a resolution.

Our Commitment To You

We take all feedback seriously, including complaints about carpet cleaning, upholstery care, stain removal, end of tenancy and other related services. Our commitment is to:

Listen carefully to your concerns and treat you with respect and courtesy at all times. Record the details of your complaint accurately and investigate what has happened. Respond within clear timescales so you know what to expect and when. Aim to resolve your complaint promptly, fairly and in a way that is transparent. Use feedback to improve our services, staff training and internal procedures.

What Counts As A Complaint

A complaint is any expression of dissatisfaction about our service, however small, whether it relates to the quality of the clean, punctuality, conduct of staff, communication, pricing clarity, or how we have handled a previous query. You do not have to use the word complaint for it to be treated as one. If you are unhappy and want us to respond, we will follow this procedure.

How To Make A Complaint

You can make a complaint in any reasonable way that suits you. You may raise a concern with a member of our team during or immediately after the carpet cleaning visit, or you can contact our office to explain the issue. When you contact us, it is helpful if you can provide the following information:

Your full name and a convenient way for us to contact you. The address where the cleaning service was carried out. The date and approximate time of the visit. A clear description of what went wrong, including any relevant areas, rooms or items. Any photographs or notes that may help us understand the problem more clearly.

We ask that you raise your complaint as soon as reasonably possible after the service. This allows us to inspect the work if needed and to resolve issues effectively, especially with matters such as marks, stains or moisture that may change over time.

Stage One: Initial Response

Once you have raised a complaint, we will acknowledge it as soon as we reasonably can. We will usually ask any staff member involved for their account and review any booking information, notes and job records. Where appropriate, we may suggest a follow up visit to inspect the work or to carry out remedial cleaning.

We aim to provide an initial response within a reasonable timeframe, explaining what we have done so far, any immediate actions we propose to take, and when you can expect a more detailed outcome if further investigation is needed.

Stage Two: Investigation And Resolution

If your complaint cannot be resolved immediately, it will be escalated for a fuller review. This may include:

Discussing the work with the operative or team who attended your property. Reviewing cleaning methods, products used and any pre existing conditions that were noted. Considering whether the quality of the service met our standards for professional carpet and upholstery cleaning. Assessing whether any further work is appropriate and safe, including repeat cleaning or localised treatment.

Once we have completed our investigation, we will explain our findings to you in clear language. Where we agree that the service fell below our standards, we will offer an appropriate remedy. Depending on the circumstances, this may include a re visit to rectify the problem, an adjustment to the charge, or other reasonable steps to address your concerns.

Stage Three: Further Review

If you are not satisfied with the outcome at Stage Two, you may request a further review. In this case, your complaint will be examined by a more senior member of our team, who will look again at the details of the service and how the complaint has been handled so far.

The reviewer may contact you to clarify points, request additional information or arrange another inspection if appropriate. After considering all the available information, we will provide a final response setting out:

What we have reviewed. The conclusion we have reached and the reasons for it. Any further action we propose to take, if any.

Timescales

We always aim to handle complaints promptly. In most cases, simple matters can be resolved within a short period. Some complaints, especially those requiring a site visit or detailed investigation, may take longer. In those cases, we will keep you informed of progress and let you know when you can expect our next update.

Fairness And Courtesy

We believe that complaints are best resolved when both sides act reasonably and courteously. Our staff will always aim to be polite, calm and professional. We expect customers to treat our team with respect in return. Aggressive, abusive or threatening behaviour is not acceptable and may result in communication being limited to written channels.

Limitations And Practical Considerations

While we always aim to achieve the best possible results from our carpet and upholstery cleaning services, there are practical limits. Existing wear, fading, permanent staining, previous damage, and the nature of certain fibres or materials may affect what can be achieved safely. Our responsibility relates to the service we provide, not to pre existing issues or problems outside our control. Where these factors are relevant, we will explain them as part of our complaint investigation.

Learning From Complaints

Complaints help us improve the services we provide to households, landlords, tenants and businesses. We review complaint trends on a regular basis to identify any patterns, such as recurring issues with particular cleaning methods, products, appointment scheduling or communication. Where necessary we update our training, procedures and quality checks to reduce the likelihood of similar problems arising again.

Changes To This Procedure

We may update this complaints procedure from time to time to reflect changes in our services, internal processes or applicable guidance. The version published here represents our current approach to handling complaints and resolving issues with our cleaning services.