South Kensington Carpet Cleaners Complaints Procedure

South Kensington Carpet Cleaners is committed to delivering reliable and professional carpet, rug, upholstery and floor cleaning services. 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 the steps we will take to put things right where possible.

Our Commitment to You

We treat every complaint seriously and use the feedback to improve our domestic and commercial cleaning services. Our aims are to:

Provide a clear and simple way for you to raise a complaint.
Acknowledge and investigate complaints promptly and fairly.
Keep you informed throughout the process.
Offer appropriate outcomes, including explanations, corrective work or other reasonable resolutions where justified.
Use what we learn to enhance staff training, cleaning standards and customer care across our service area.

What This Procedure Covers

This procedure applies to complaints about:

The quality or outcome of our carpet, rug, upholstery or hard floor cleaning work.
Damage alleged to have been caused during a cleaning visit.
Conduct, attitude or professionalism of our cleaning technicians or office staff.
Appointments, punctuality, access issues or other service-related problems.
Billing, quotations or other administrative matters related to our services.

This procedure does not cover general enquiries, requests for quotations or routine booking changes, which are handled through our usual customer service processes.

Raising a Complaint

If you are unhappy with any aspect of our cleaning service, we encourage you to raise it as soon as possible so that we can investigate and seek to resolve it quickly. Wherever possible, please provide:

Your full name and preferred contact details.
The service address and approximate date and time of the cleaning visit.
A clear description of what went wrong or why you are dissatisfied.
Relevant supporting information, such as photographs or notes, particularly if you are concerned about damage or unsatisfactory results.

Complaints can be made verbally to a member of our team or in writing. If your complaint is first made verbally, we may ask you to confirm key details in writing so that we can keep an accurate record and investigate more effectively.

Time Limits for Complaints

To help us investigate effectively, we ask that you raise your complaint within a reasonable time. For cleaning quality issues, this will usually be within 48 hours of the service taking place, so that the condition of the carpets, upholstery or flooring can be properly assessed. Concerns about alleged damage should also be raised as soon as you become aware of the issue.

How We Handle Your Complaint

Once we receive your complaint, we will follow a structured process to ensure that it is handled fairly and consistently.

Step 1: Acknowledgement

We aim to acknowledge your complaint promptly. At this stage we may request any additional information we reasonably need, such as photographs of the area of concern or clarification of events during the visit.

Step 2: Investigation

Your complaint will be reviewed by an appropriate member of our management team. The investigation may include:

Reviewing booking details, job notes and any relevant risk assessments.
Speaking with the cleaning technician or team who attended the property.
Assessing photographs and any other evidence you have provided.
Considering the suitability of the cleaning methods and products used.

In some cases, we may ask to revisit the property to inspect the carpets, upholstery or flooring in person. This helps us understand the issue accurately and decide on the most appropriate response.

Step 3: Response and Outcome

After the investigation, we will provide you with a clear response explaining:

Our understanding of your complaint.
What we have found during our investigation.
Any actions we propose to take to resolve the matter, if appropriate.

Possible outcomes may include a further cleaning visit, a partial adjustment to your invoice, a written explanation, or other reasonable solutions depending on the circumstances. Where we do not uphold a complaint in full, we will explain our reasons.

Escalating Your Complaint

If you are not satisfied with the outcome or how your complaint has been handled, you may request that it is reviewed by a more senior member of our management team. The reviewing manager will reconsider the information available, and may contact you for further clarification before providing a final response.

Fairness and Confidentiality

All complaints are handled in line with our commitment to fair treatment and respect. Raising a complaint will not affect any ongoing or future cleaning services you receive from us. Information related to your complaint will be recorded and stored securely, and will only be shared with staff who need it to investigate and resolve the issue or to improve our services.

Using Complaints to Improve Our Services

We view complaints and customer feedback as an important part of maintaining high standards in carpet and upholstery cleaning. Where relevant, we use what we learn to:

Enhance staff training on cleaning methods, stain treatment and customer care.
Review and, where needed, update our cleaning procedures and products.
Refine our appointment scheduling and communication with customers.
Strengthen our health and safety and property care practices on site.

By following this Complaints Procedure, South Kensington Carpet Cleaners aims to provide a transparent, fair and efficient process that supports both our customers and our staff, and helps us continually improve the quality of our cleaning services.