Complaints Procedure for Kingsbury Carpet Cleaners

At Kingsbury Carpet Cleaners, we are committed to providing professional, reliable and courteous cleaning services in our local area. We recognise that, on occasion, things may not go as planned. When that happens, we want to know about it so we can put matters right promptly and improve our service. This complaints procedure explains how you can raise a concern, how we will respond, and what you can expect from us throughout the process.

Scope of this Complaints Procedure

This procedure applies to complaints relating to any service provided by Kingsbury Carpet Cleaners, including but not limited to carpet cleaning, rug cleaning, upholstery cleaning, stain treatment and related work carried out at residential or commercial properties. It covers both one-off and regular services. It does not cover issues that are solely enquiries, requests for additional work, or matters that are already being dealt with through legal proceedings or insurance claims.

Our Complaints Principles

We aim to handle every complaint in line with the following principles:

Fairness: We will listen to your concerns carefully, consider all available information and treat you with respect at all times.

Clarity: We will explain what we can do, what we cannot do, and why, in clear and straightforward language.

Timeliness: We will acknowledge your complaint promptly and seek to resolve it as quickly as possible, keeping you informed of progress.

Confidentiality: We will handle your complaint in confidence and only share information where necessary to investigate and resolve the matter.

Improvement: We use the outcome of complaints to review our working practices and training so that similar issues are less likely to occur in the future.

How to Make a Complaint

You can raise a complaint in any of the following ways:

In person with the cleaning technician at the time of service, where safe and appropriate to do so.

In writing to our management team, providing as much detail as possible about the service and your concerns.

When you contact us, please include the following information so we can assist you efficiently:

Your full name and the address where the service took place.

The date and approximate time of the cleaning appointment.

A description of the service booked, such as carpet, rug or upholstery cleaning, and which areas were affected.

Details of what went wrong, or what you are dissatisfied with, including photographs if relevant.

How you would like us to resolve the matter, if you have a preferred outcome.

Time Limits for Raising Concerns

We encourage customers to contact us as soon as possible after the service if they have any concerns. Many issues can be resolved quickly when they are raised promptly. In most cases, complaints should be made within a reasonable time of the service date, taking into account the nature of the work and the issue experienced.

What Happens After You Make a Complaint

Acknowledgement: We will acknowledge your complaint as soon as reasonably practicable. Where your complaint is made in writing, we will confirm that we have received it and outline the next steps.

Initial review: A member of our management or supervisory team will review the information you have provided. They may contact you to clarify details or request further information, such as photographs or access to the property to inspect the issue.

Investigation: We will investigate your complaint impartially. This may include speaking with the cleaning technician who attended, checking records of the booking, reviewing any pre-clean inspection notes, and considering the type and condition of the carpet or upholstery before work took place.

Response: Once we have completed our investigation, we will provide you with a clear response. Where appropriate, this response will explain what we have found, whether we believe the complaint is justified in full or in part, and what we propose to do to resolve it.

Possible Outcomes and Resolution Options

Depending on the circumstances, we may offer one or more of the following, where appropriate and proportionate:

A detailed explanation or further information about what has happened and why.

A return visit to re-clean specific areas or to address concerns where it is safe and practical to do so.

Advice on aftercare or alternative approaches where an issue is related to pre-existing damage, wear, or limitations of cleaning methods.

A goodwill gesture, where we consider this suitable.

Where we believe that we have delivered the service with reasonable care and skill, but expectations were different from what was agreed or reasonably achievable, we will explain this clearly.

Escalating Your Complaint

If you are not satisfied with the outcome of your complaint at the first stage, you may ask for the matter to be reviewed by a senior member of our team. When requesting an escalation, please explain why you remain dissatisfied and what outcome you are seeking. The senior reviewer will consider the original investigation and any new information before providing a final response from Kingsbury Carpet Cleaners.

Your Responsibilities as a Customer

To help us resolve complaints fairly and efficiently, we ask that you:

Provide accurate and complete information about your booking, property and the issue you have experienced.

Allow us reasonable access to inspect and, where agreed, attempt to remedy any issues.

Follow any reasonable advice we give regarding post-clean care of carpets, rugs and upholstery.

Treat our staff courteously and allow them to carry out investigations and remedial work safely.

Using Complaints to Improve Our Service

Kingsbury Carpet Cleaners views every complaint as an opportunity to review and improve our services across the local area we serve. We routinely assess complaints to identify patterns or recurring themes, which may lead to changes in our processes, equipment, cleaning solutions or staff training. Our aim is to deliver a consistently high standard of carpet and upholstery cleaning and to maintain the trust of the households and businesses that choose us.

Updates to This Complaints Procedure

We may update this complaints procedure from time to time to reflect changes in our services, legal requirements or industry best practice. Any updated version will apply to complaints raised after the date on which the revision takes effect.

If you have any questions about this complaints procedure or require assistance in making a complaint, please contact us and we will be happy to help you through the process.