Kensal Green Carpet Cleaners Complaints Procedure
Kensal Green Carpet Cleaners is committed to providing a reliable and professional carpet and upholstery cleaning service for homes and businesses. We aim to get things right first time, every time. However, we recognise that occasionally things may not go as planned. This complaints procedure explains how you can raise a concern, how we will respond, and what you can expect from us throughout the process.
Purpose of this complaints procedure
The purpose of this procedure is to ensure that any dissatisfaction with our carpet, rug, upholstery or related cleaning services is handled consistently, fairly, and promptly. We use feedback and complaints to improve our services and staff training, and to maintain high standards across our operating areas.
This procedure applies to all customers who use Kensal Green Carpet Cleaners for domestic or commercial work, including one-off jobs, end of tenancy cleaning, and regular maintenance visits.
What counts as a complaint
A complaint is any expression of dissatisfaction about our services, communication, staff conduct, pricing clarity, or the way a previous concern has been handled. Examples include, but are not limited to:
Work not meeting the standard that was agreed or reasonably expected. Damage or suspected damage to carpets, rugs, upholstery or other items. Missed appointments or significant lateness without reasonable notice. Concerns about how our staff have behaved on site. Disagreement about charges, quotes or payment terms. Delays or lack of communication when you have tried to contact us.
We also welcome general feedback or suggestions, even where you do not wish to make a formal complaint. This helps us improve our carpet cleaning services across our service area.
How to make a complaint
You can raise a complaint using any written method that is convenient for you. Please explain that you are making a complaint and provide as much detail as possible, including:
Your full name and the address where the work took place. The date of the service and the type of cleaning carried out. A clear description of what went wrong or did not meet your expectations. Any photographs that help show the problem, such as staining, damage or unfinished areas. Any steps already taken to resolve the issue with our staff on site.
We encourage customers to raise concerns as soon as possible, ideally within a few days of the work being completed, so that we can investigate while the details are still clear and, where relevant, conditions on site are unchanged.
Stages of the complaints process
Our complaints process has three main stages to ensure that your concerns are listened to and addressed carefully.
Stage 1: Initial review and acknowledgement
Once we receive your complaint, we will log it in our system and carry out an initial review. We will acknowledge your complaint within a reasonable period, confirming that it has been received and is being looked into. At this stage we may request additional information, such as photos or clarification of certain points, to help us understand the situation fully.
Stage 2: Investigation and proposed resolution
A member of our management team will investigate the matter. Depending on the nature of the complaint, this may include:
Reviewing booking details, quotations and job notes. Speaking to the cleaning operatives who attended the property. Considering any photographs or other evidence that you have supplied. Comparing the outcome to our internal standards for carpet and upholstery cleaning.
We aim to complete this investigation and respond with our findings within a reasonable timeframe. Our response will explain:
What we have understood from your complaint. The outcome of our investigation. Any steps we propose to put things right, where appropriate.
Possible resolutions may include a follow-up visit to address missed areas, additional stain treatment where suitable, a partial or full refund, or a clear explanation where we find that our service was delivered in line with our standards.
Stage 3: Further review if you remain dissatisfied
If you are not satisfied with the outcome at Stage 2, you may request a further review. In this case, your complaint will be reconsidered by a more senior member of our team who was not involved in the initial investigation.
They will review the original complaint, the investigation carried out, the proposed resolution, and any additional information you wish to provide. We will then issue a final response, explaining our decision and the reasons for it. This will normally conclude our internal complaints process.
Timeframes for handling complaints
We aim to handle all complaints as quickly as possible while still taking time to investigate properly. Actual timeframes will depend on the complexity of the issue and whether a site revisit is required. We will keep you informed if we need more time to complete our investigation and will provide updates where there are any significant delays.
Our commitments to you
When you make a complaint to Kensal Green Carpet Cleaners, you can expect that:
Your complaint will be taken seriously and handled professionally. We will treat you with respect and courtesy at all times. We will keep your information confidential and only share it internally where necessary to handle your complaint. We will be open and honest about what we can and cannot do to resolve the problem. We will learn from complaints and use them to improve our carpet cleaning services and customer care.
Your responsibilities when raising a complaint
To help us deal with your complaint efficiently and fairly, we ask that you:
Provide accurate information and as much relevant detail as you can. Remain polite and respectful in all communications with our staff. Allow us a reasonable opportunity to investigate and, where appropriate, put things right. Co operate with any reasonable requests, such as allowing access to the property for inspection or remedial work.
Using complaints to improve our services
We review complaints regularly to identify recurring issues and areas where our carpet cleaning, upholstery care, stain removal processes, equipment, or staff training can be improved. This helps us maintain consistent quality across our service area and ensures that lessons are learned from any mistakes or misunderstandings.
By following this complaints procedure, Kensal Green Carpet Cleaners aims to resolve issues fairly and promptly, and to keep customer satisfaction at the heart of everything we do.
