West Kensington Carpet Cleaning Complaints Procedure
West Kensington Carpet Cleaning is committed to providing a reliable, professional and courteous service to every customer. We recognise that, on occasion, you may feel that we have not met the standards you expect. This Complaints Procedure explains how you can raise a concern, how we will respond, and what you can expect from us at each stage.
Our Commitment to Handling Complaints
We take all complaints seriously and treat them as an opportunity to review and improve our carpet and upholstery cleaning services. Our aims are:
To make it simple and clear for you to tell us when something has gone wrong.
To acknowledge your complaint promptly and keep you informed.
To investigate fairly and objectively.
To provide a timely response with an explanation and, where appropriate, a remedy.
To use feedback to enhance our staff training, systems and service standards.
What This Procedure Covers
This procedure applies to complaints about the services provided by West Kensington Carpet Cleaning, including but not limited to carpet cleaning, rug cleaning, upholstery cleaning, end of tenancy cleans and related tasks carried out at homes and business premises in our service area.
It covers concerns about the quality of work, conduct of staff, communication, scheduling, access, or any aspect of the service you believe has fallen below reasonable expectations.
Raising a Complaint Informally
In many cases, issues can be resolved quickly and informally. If a problem arises during or immediately after your clean, you are encouraged to speak with our operative or with our office team as soon as possible, while the details are fresh and the property is still accessible.
An informal discussion often allows us to put things right straight away, for example by re-cleaning an area, clarifying an agreed task, or explaining any limitations of the cleaning process. If you are not satisfied with the outcome of an informal conversation, or if you prefer a more formal route from the outset, you may submit a formal complaint as described below.
How to Make a Formal Complaint
If you wish to make a formal complaint, please do so in writing. Written complaints help us understand the issue clearly and record it accurately. When submitting your complaint, please include the following information:
Your full name and the address where the cleaning took place.
The date and approximate time the service was carried out.
A clear description of what went wrong and what outcome you are seeking.
Any photographs or supporting information that may help us understand the issue.
Details of any previous conversations you have had with our team about the matter.
We ask that formal complaints are made as soon as reasonably possible after the event so that we can investigate effectively and, where relevant, revisit the property if needed.
Acknowledgement of Your Complaint
Once we receive your formal complaint, we will acknowledge it within a reasonable period, normally within three working days. Our acknowledgement will confirm that we have received your complaint and explain the next steps in the process.
We may contact you at this stage to request further details or clarification so that we can carry out a thorough and fair review.
Investigation Process
Your complaint will be assigned to a member of our management team who has not been directly involved in the original work wherever practicable. The investigation may include:
Reviewing your original booking details and any service notes.
Speaking with the operative or team who carried out the cleaning.
Reviewing any photographs or evidence supplied by you or our staff.
Arranging a follow-up visit to inspect the work, where appropriate.
We aim to investigate complaints promptly and objectively. Timeframes may vary depending on the complexity of the matter and the need to coordinate access to your property.
Response and Outcome
Following our investigation, we will provide you with a written response explaining:
Our understanding of your complaint.
The steps we have taken to investigate.
Our findings and conclusion.
Any actions we will take to resolve the issue.
Where we find that our service has fallen below our standards, possible remedies may include a re-clean of specific areas, a partial refund, or other appropriate corrective measures, depending on the circumstances. Where we do not uphold your complaint, we will explain the reasons clearly and provide any relevant information about the limitations of the services provided.
Timescales
We aim to provide a full written response within 14 working days of acknowledging your complaint. If we are unable to meet this timescale, for example due to difficulties arranging an inspection or gathering information, we will keep you informed and provide an updated expected timeframe.
Escalation of Your Complaint
If you are dissatisfied with our initial response, you may ask for your complaint to be reviewed by a more senior member of our management team. When requesting an escalation, please explain why you are unhappy with the outcome and identify any aspect you feel has not been addressed.
The senior review will consider the handling of your complaint, the fairness of the decision, and whether any further action is appropriate. We will then provide a final written response confirming our position.
Responsibilities of Customers
To help us deal with complaints fairly and efficiently, we ask customers to:
Raise concerns as soon as reasonably practicable after the service.
Provide clear, accurate information about the issue.
Allow us reasonable access to the property to inspect or remediate the work where necessary.
Communicate courteously with our staff and management.
Using Feedback to Improve Our Services
All complaints are logged and reviewed periodically to identify any trends, training needs or procedural changes that may be required. By following this complaints procedure, West Kensington Carpet Cleaning aims not only to resolve individual issues but also to enhance the quality and consistency of carpet and upholstery cleaning services across our local service area.
Policy Review
This Complaints Procedure is reviewed regularly to ensure it remains clear, effective and in line with our commitment to high standards of customer care. Any updates will apply to all future complaints from the date of publication.
