Complaints Procedure

Complaints Procedure for Kentish Town Carpet Cleaning

At Kentish Town Carpet Cleaning we are committed to providing a reliable, professional carpet and upholstery cleaning service. If something goes wrong, we want to hear about it so we can put it right and improve our standards. This complaints procedure explains how you can raise a concern, how we handle complaints, and what you can expect from us throughout the process.

Our Approach to Complaints

We treat every complaint seriously and view feedback as an opportunity to review and improve our cleaning services. We aim to handle all complaints promptly, fairly and consistently. Wherever possible, we will try to resolve issues at the earliest opportunity and directly with the person affected.

This procedure applies to all customers who use our services, including carpet cleaning, rug cleaning, upholstery cleaning and related residential or commercial cleaning work.

What Counts as a Complaint

A complaint is any expression of dissatisfaction about our cleaning services or the way they have been delivered, whether it is made verbally or in writing. Examples include:

Concerns about the quality or thoroughness of a recent clean. Issues relating to punctuality, conduct or professionalism of our cleaning staff. Disputes about the scope of work agreed before the appointment. Concerns about how we have handled a query, request or previous complaint.

You do not need to use the word complaint for us to treat your concern as one. If you tell us you are unhappy with our service, we will follow this procedure.

How to Make a Complaint

You can make a complaint using one of the following methods:

Speak to a member of our team in person at the time of service or during a follow up visit. Raise the issue with our office team by telephone. Submit your complaint in writing by post, providing as much detail as possible.

When making a complaint, it is helpful if you can provide:

Your full name and address. The date and approximate time the service took place. A clear description of what went wrong and how it affected you. Any supporting information that might help us investigate, such as photographs or a copy of your booking confirmation. Your preferred outcome or how you would like us to put things right.

Stage One: Initial Resolution

Where possible, we aim to resolve complaints informally and quickly at the first point of contact. If you raise a concern with the cleaning operative on the day, they will do their best to address the issue immediately, for example by re-cleaning an area you are unhappy with, where practical and safe to do so.

If your complaint is made after the appointment, our office team will log the details and attempt to resolve your concern without delay. Many issues can be resolved at this stage through clarification, advice, or arranging a return visit.

Stage Two: Formal Complaint and Investigation

If your complaint cannot be resolved informally, or if you prefer to make a formal complaint, it will be referred to a manager for a detailed review. We will acknowledge your complaint and explain the next steps in the process.

During our investigation we may:

Review job notes, booking details and any relevant documentation. Speak with the cleaning operative or team who attended your property. Request further information from you, if needed, to fully understand the issue. Where appropriate, arrange a visit to inspect the area or items that are the subject of the complaint.

We aim to complete our investigation and provide a full response within a reasonable timeframe. If for any reason we need longer, we will let you know and explain why.

Our Response and Possible Outcomes

Once we have completed our investigation, we will contact you with our findings and any proposed resolution. Depending on the circumstances, this may include one or more of the following:

A clear explanation of what happened and whether we believe our service fell below our usual standards. An apology, where appropriate. A practical remedy such as re-cleaning the affected area, where reasonable and safe for the surfaces or fabrics involved. A partial or full adjustment to the amount charged, where justified.

We will always explain the reasons for our decision, including any limits on what we are able to do, for example where there are pre-existing stains, damage or wear beyond the scope of cleaning.

If You Are Still Unhappy

If you remain dissatisfied after our formal response, you can ask for your complaint to be reviewed by a senior member of the team. They will look again at the details of your complaint, how it was investigated and the outcome offered, to ensure it has been handled fairly and in line with this procedure.

We will then provide a final position on your complaint. At this stage, we will explain clearly what further options, if any, are available to you.

Timescales for Raising a Complaint

We encourage customers to raise complaints as soon as possible after the service has taken place, ideally within a short time frame. This makes it easier for us to investigate effectively, revisit your property if needed, and provide a practical solution.

Complaints about work carried out a long time ago may be more difficult to assess, particularly where carpets, rugs or upholstery have since been used, cleaned by others or moved.

Confidentiality and Data Handling

All complaints are handled confidentially. Information you provide will only be shared with those who need it in order to investigate and resolve your complaint. We will handle your personal data in line with our data protection responsibilities and only keep it for as long as necessary for the purposes of managing your complaint and meeting our legal obligations.

Using Feedback to Improve Our Services

Every complaint is recorded and reviewed so that we can identify patterns and recurring issues. We use this information to improve our carpet and upholstery cleaning methods, staff training, customer communication and quality checks.

By letting us know when something goes wrong, you help us maintain a high standard of service for homes and businesses across our operating area.

Contacting Us About a Complaint

If you wish to make a complaint or ask a question about this procedure, please contact our office using your usual booking or enquiry method. Our team will guide you through the process and ensure your concerns are logged and acknowledged.

Kentish Town Carpet Cleaning is committed to dealing with all complaints fairly, respectfully and efficiently, and to learning from every issue raised to enhance the service we provide.