Complaints Procedure

Complaints Procedure for Carpet Cleaners Kentish Town

Carpet Cleaners Kentish Town is committed to providing reliable, professional carpet and upholstery cleaning services. We take all concerns and complaints seriously and use them to improve our standards and customer experience. This complaints procedure explains how you can raise an issue, how we will respond, and what you can expect from us throughout the process.

Purpose and Scope of This Complaints Procedure

This procedure sets out a clear and fair process for dealing with complaints about our cleaning services, conduct of our staff, or any aspect of our operations. It applies to all customers who have used our services, including one-off and regular cleaning visits in Kentish Town and the surrounding areas.

A complaint is any expression of dissatisfaction, whether justified or not, that requires a response. We encourage you to tell us about your concerns as soon as possible so that we can try to put matters right promptly.

Our Complaints Handling Principles

When dealing with your complaint, we will aim to:

Respond promptly and acknowledge your concerns without unnecessary delay.

Treat you with respect and courtesy at all times.

Investigate the matter thoroughly, fairly, and impartially.

Keep you informed about the progress of your complaint.

Offer an appropriate explanation, solution, or remedy where your complaint is upheld.

Use your feedback to review and improve our cleaning services and procedures.

How to Make a Complaint

You can raise a complaint verbally or in writing. We recommend that you contact us as soon as you become aware of a problem, ideally within a reasonable time of the cleaning visit. This allows us to investigate while details are still recent and, where possible, to inspect the work.

When making a complaint, please provide as much information as you can, including:

Your full name and the address where the service was carried out.

The date and approximate time of the appointment.

A clear description of the issue and what you are unhappy about.

Any relevant photographs or supporting information, where available.

Details of how you would like us to resolve the matter, if you have a preferred outcome.

Stage One: Initial Informal Resolution

In many cases, complaints can be resolved quickly and informally. If you are dissatisfied with any aspect of the cleaning work, please raise the issue with us at the earliest opportunity. Where appropriate and possible, we may offer to:

Discuss the concern with the operative who attended your property.

Arrange a revisit to inspect the work.

Rectify the issue by re-cleaning the affected areas or taking other practical steps.

If you are not satisfied with the outcome of this informal stage, or if the matter is more serious, you may ask for your complaint to be dealt with under the formal procedure set out below.

Stage Two: Formal Complaint

If your complaint cannot be resolved informally, you may submit a formal complaint in writing. Once we receive your formal complaint, we will:

Acknowledge receipt of your complaint within a reasonable period of time.

Record the details of your complaint in our internal system.

Assign a responsible person to investigate the matter, who was not directly involved in the original issue where possible.

As part of the investigation, we may need to:

Contact you for further details or clarification.

Speak with the cleaning operatives or staff involved.

Review job records, schedules, and any available before and after notes.

We aim to provide a written response to your formal complaint within a reasonable timeframe. If the investigation takes longer than expected, we will let you know and provide an updated timescale.

Outcomes and Remedies

After we have completed our investigation, we will explain our findings and any action we propose to take. Possible outcomes may include:

A full or partial explanation of what happened and why.

Practical steps to remedy the situation, such as a corrective cleaning visit.

An apology where appropriate.

Information on any changes we intend to make to our procedures or staff training as a result of your complaint.

Where we do not uphold your complaint, we will provide a clear explanation of our reasons based on the evidence available.

Further Escalation

If you remain dissatisfied with the outcome of your formal complaint, you may ask for a further review. In such cases, where feasible, a more senior member of our team will reconsider the complaint, the investigation, and the decision already made. They may uphold the original outcome, modify it, or propose a different resolution.

We will provide our final position on your complaint after this review. Once our internal process has been exhausted, we may not be able to consider the same complaint again unless new, significant information comes to light.

Time Limits and Historical Complaints

We encourage you to raise complaints as soon as reasonably possible after the service has been provided. While we will always try to be fair, it may be more difficult to investigate and resolve issues that are raised a long time after the event, particularly where evidence is no longer available.

Recording and Using Complaint Information

We record and monitor complaints so that we can identify patterns, trends, and areas for improvement in our carpet and upholstery cleaning services. Any personal information you provide will be handled in accordance with our privacy practices and will only be used for the purpose of handling your complaint and improving our service delivery.

Our Commitment to Continuous Improvement

Carpet Cleaners Kentish Town values all feedback, including complaints, as an important tool for learning and development. By following this complaints procedure, we aim to resolve issues in a fair and timely manner and to enhance the quality and reliability of our cleaning services for all customers in our service area.

If you have any concerns about this complaints procedure or how it operates, you may contact us to request further information or clarification.