Kew Carpet Cleaners Complaints Procedure
At Kew Carpet Cleaners, we aim to provide a reliable and professional cleaning service on every visit. We recognise that, on occasion, things may not go as planned. This Complaints Procedure explains how you can raise a concern about our carpet and upholstery cleaning services, how we will respond, and what you can expect from us at every stage.
Our Commitment to Handling Complaints
We are committed to treating all complaints fairly, consistently and promptly. Every complaint is taken seriously, whether it relates to quality of work, conduct of staff, punctuality, communication, or any other aspect of our service. We use feedback and complaints as an opportunity to review our systems, retrain staff where necessary, and improve the overall customer experience.
What Is Considered a Complaint
A complaint is any expression of dissatisfaction about our carpet, rug, upholstery, or related cleaning services, whether justified or not, that requires a response. This can include concerns about the standard of cleaning, damage to property, missed or late appointments, incorrect invoicing, or how a member of our team has behaved.
How to Raise a Complaint
You can raise a complaint through any reasonable method of communication. When submitting a complaint, please include the following information so that we can investigate quickly and effectively:
1. Your full name
2. The service address where the work was carried out
3. The date and approximate time of the service or incident
4. A clear description of what went wrong or was unsatisfactory
5. Any relevant supporting information, such as job references, before-and-after details, or photos of the issue
6. Your preferred method of contact for our reply
Raising your complaint as soon as possible after the service helps us address it more efficiently and increases the likelihood of resolving matters to your satisfaction.
Stage One: Initial Complaint and Acknowledgement
Once we receive your complaint, we will log it in our internal system and assign it to a member of our customer care team or a manager. We aim to acknowledge all complaints within two working days. In our acknowledgement, we will confirm that we have received your complaint, provide a brief outline of the next steps, and indicate an estimated timescale for our investigation and response.
Stage Two: Investigation of Your Complaint
The person handling your complaint will conduct a thorough and impartial investigation. This may include reviewing service records, speaking with the cleaning technicians involved, examining any photographs or evidence provided, and, where necessary, arranging a follow-up visit to inspect the work on site.
During this stage, we may contact you to clarify details, request more information, or discuss your expectations. Our aim is to understand fully what has gone wrong from your perspective and to identify any practical steps that can be taken to put matters right.
Stage Three: Response and Proposed Resolution
Following the investigation, we will provide a clear and concise written response summarising our findings, whether we uphold your complaint in full or in part, and, where appropriate, the reasons why we do not uphold certain aspects. We will also explain any actions we propose to take to resolve the issue.
Depending on the circumstances, remedies may include rectifying the work, arranging a re-clean, offering a partial or full refund, or taking internal action such as additional staff training. We aim to issue our final response within ten working days of acknowledging your complaint, although more complex matters may take longer. If more time is required, we will let you know and keep you updated on progress.
Stage Four: Escalation if You Are Not Satisfied
If you are not satisfied with our initial response, you may request that your complaint is escalated for a further review by a senior manager or another appropriate person not previously involved in the matter. When requesting an escalation, please explain why you are unhappy with the original outcome and what resolution you are seeking.
We will conduct a fresh review of the complaint, including all evidence and the steps taken so far. After this review, we will issue an escalated response outlining our final position and any additional actions we are able to take.
Time Limits for Raising a Complaint
To enable fair and effective investigation, we request that complaints are raised within a reasonable time of the service being provided. For issues relating to cleaning quality, we ask that you contact us within 48 hours of the work being completed wherever possible. For other matters, such as billing or general conduct, complaints should normally be raised within one month of the incident or service date.
Our Responsibilities and Your Responsibilities
We will handle your complaint professionally, courteously and with respect at all times. We expect the same standard of courtesy from customers when contacting our team. Abusive, threatening or discriminatory behaviour towards our staff may result in us limiting communication channels or, in serious cases, ceasing to provide services.
To help us resolve your complaint effectively, please provide accurate information, respond to any reasonable requests for further details, and allow us reasonable access to the property if an inspection or remedial work is required.
Continuous Improvement and Record Keeping
All complaints are recorded and monitored so that we can identify recurring issues, trends or areas that may require improvement. We review this information regularly to refine our cleaning processes, update staff training, and enhance our overall customer service standards.
Updates to This Complaints Procedure
We may update or amend this Complaints Procedure from time to time to reflect changes in our internal processes, customer expectations or applicable guidelines. The most recent version will always apply to the handling of new complaints.
If you have any questions about this Complaints Procedure or how it applies to your situation, please contact our customer care team using your preferred method of communication.
