Complaints Procedure

Complaints Procedure for Carpet Cleaners West Kensington

Carpet Cleaners West Kensington is committed to providing a reliable and professional carpet, rug, and upholstery cleaning service. We recognise that, on occasion, customers may feel that our service has not met their expectations. This Complaints Procedure explains how you can raise a concern, how we will respond, and what you can expect from us at each stage of the process.

Purpose of this Complaints Procedure

The purpose of this procedure is to give our customers a clear and fair route to express dissatisfaction, to ensure all concerns are taken seriously, and to help us improve the standard of our cleaning services. We aim to resolve issues promptly, courteously, and in a way that is transparent and easy to understand.

What This Procedure Covers

This procedure applies to complaints about carpet, rug, upholstery, and related cleaning services provided by Carpet Cleaners West Kensington. This includes, but is not limited to:

• Quality of cleaning work performed
• Conduct or behaviour of our cleaning technicians
• Adherence to agreed booking times and access arrangements
• Condition in which the property is left following our visit
• Issues with quotes, invoicing, or agreed scope of work

It does not cover issues that are outside our control, such as pre-existing damage, wear and tear, or limitations of cleaning on certain fibres and stains that cannot be fully removed despite reasonable efforts.

How to Make a Complaint

We encourage you to raise any concern as soon as possible, ideally within 48 hours of the service. Timely reporting helps us investigate more effectively and, where appropriate, to carry out any remedial work.

You can make a complaint by providing the following information through your usual method of contact with us:

• Your full name
• Service address
• Date and approximate time of the cleaning visit
• Description of the problem or concern
• Any relevant photographs of the area or item in question
• Details of what outcome you are seeking, such as a re-clean of a specific area

Please be as specific and factual as possible so we can understand the issue clearly.

Initial Acknowledgement

Once we receive your complaint, we will acknowledge it within a reasonable timeframe. We will confirm that we have received your concerns and will advise you of the next steps in the process. Where possible, we will also provide an indicative timescale for our investigation and response.

Our Investigation Process

All complaints are reviewed by a member of our management or customer care team. Depending on the nature of the concern, our investigation may include:

• Reviewing the original booking details and service notes
• Speaking with the cleaning technician or team who attended
• Assessing any photographs or evidence supplied by you
• Requesting further information or clarification from you, if needed
• If appropriate, arranging a revisit to inspect the issue on site

We aim to investigate thoroughly and impartially. Our focus is on understanding what happened, whether our standards or commitments were met, and what can be done to resolve the matter fairly.

Outcomes and Resolutions

After our investigation, we will inform you of our findings and proposed resolution. Possible outcomes may include, where appropriate:

• A clear explanation and, if necessary, an apology
• Offering a re-clean of the affected areas, subject to access and feasibility
• Adjustments or corrections to an invoice, where an error has occurred
• Recommendations for future care or maintenance of your carpets or upholstery
• In rare cases, another form of goodwill gesture, at our discretion

We will always explain the reasons for our decision and how it relates to the information we have gathered.

Timeframes

We aim to resolve complaints as quickly as possible. The time required will depend on the complexity of the issue and whether a revisit or further inspection is needed. While some straightforward concerns can be resolved within a few working days, more detailed investigations may take longer. If there is any delay, we will keep you informed of progress.

If You Are Not Satisfied with the Outcome

If you are unhappy with our initial response, you may request that your complaint be reviewed by a senior member of our team. In doing so, please explain which aspects of the decision you disagree with and provide any additional information that you feel has not been considered.

The senior review will focus on whether the original investigation was fair and complete, and whether the outcome was reasonable in light of the facts available. Following this review, we will provide you with a final written response.

Your Responsibilities as a Customer

To help us handle complaints effectively and fairly, we ask that you:

• Report concerns promptly, and within a reasonable time after the service
• Provide accurate and relevant information about the issue
• Allow us reasonable access to the property if a revisit is required
• Treat our staff with courtesy and respect during all communications

We reserve the right to withdraw from discussions if behaviour towards our team becomes abusive, threatening, or otherwise unacceptable.

Continuous Improvement

All complaints, whether minor or more serious, are recorded and monitored. We regularly review the nature and frequency of issues raised to identify any patterns or recurring problems. This allows Carpet Cleaners West Kensington to improve training, refine our procedures, and enhance the overall quality and reliability of our carpet and upholstery cleaning services in our service area.

Changes to This Complaints Procedure

We may update this Complaints Procedure from time to time to reflect changes in our operations, best practice, or applicable requirements. The version published on our official channels will always represent the current procedure in force.

Carpet Cleaners West Kensington values your feedback and is committed to resolving complaints fairly, promptly, and professionally, helping us maintain the high standards our customers expect from a local cleaning provider.