Kennington Carpet Cleaners Complaints Procedure

Kennington Carpet Cleaners is committed to providing reliable and professional carpet, upholstery and hard floor cleaning services. We aim to resolve any concerns quickly, fairly and transparently. This complaints procedure explains how you can raise an issue about our services, what you can expect from us, and how we work to put things right.

Purpose of this complaints procedure

The purpose of this procedure is to give all customers a clear and straightforward way to tell us when something has gone wrong. It covers complaints about our cleaning services, customer service, appointments, conduct of staff and any aspect of your experience with Kennington Carpet Cleaners.

We use all feedback, including complaints, to review our work, improve the quality of our carpet and upholstery cleaning, and refine how we manage bookings across our service area.

What we class as a complaint

A complaint is any expression of dissatisfaction about the service you have received from Kennington Carpet Cleaners, whether the issue is minor or serious. This may include:

Issues with the standard or quality of cleaning work carried out on carpets, rugs, upholstery or hard floors.

Damage or alleged damage to items or property during a visit by our cleaning operatives.

Missed or significantly delayed appointments without reasonable notice.

Concerns about the behaviour, attitude or professionalism of any member of our team.

Problems with our communication, including how your enquiry, quotation or booking was handled.

How to make a complaint

You can raise a complaint verbally or in writing. To help us understand and deal with your concern quickly, please provide as much detail as possible, including:

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

The date of the service and, if known, the time of the appointment.

A clear description of what went wrong and how it has affected you.

Any steps that have already been taken to try to resolve the matter.

Any supporting information, such as photographs of the area cleaned or details of the rooms affected.

If you raise your complaint directly with a cleaning operative at the time of the visit, they will record the details and pass them to our office. Where possible, we will try to resolve the matter immediately at the property. If this is not possible, it will be escalated for further review.

Timescales for raising a complaint

We ask that you raise any service-related complaint as soon as reasonably possible, and ideally within 72 hours of the cleaning visit. This allows us to accurately assess the condition of carpets, upholstery or other surfaces while they are still in a similar state to when our team completed the work.

Complaints about damage to property or items should be reported as soon as you become aware of the issue. Delayed reporting may make it more difficult for us to investigate fully.

How we handle your complaint

Once we receive your complaint, we will follow a clear and consistent process:

Acknowledgement: We will confirm that we have received your complaint. Where possible, we will do this within two working days.

Initial review: We will review the information provided, check our booking records and contact any staff involved to understand what has happened.

Further information: If we need more detail, we may contact you to ask additional questions or request photos of the affected area. For some issues, especially where quality of cleaning is in question, we may propose a revisit to inspect the carpets or upholstery in person.

Investigation: We will investigate the circumstances around your complaint, considering our cleaning methods, products used, the condition of the items before cleaning and any relevant risk information discussed at the time of booking.

Outcome: Once the investigation is complete, we will explain our findings and proposed resolution. We will aim to provide a response within ten working days of acknowledging your complaint, although more complex matters may take longer. If more time is needed, we will let you know and keep you updated.

Possible outcomes and resolutions

Depending on the nature of the complaint and the results of our investigation, we may offer one or more of the following:

A clear explanation of what happened and why.

A sincere apology where we have fallen short of our standards.

A re-clean of some or all of the affected areas, where appropriate and practical.

A partial or full adjustment to your invoice, if we conclude that the service level was not as agreed.

Guidance on aftercare or maintenance for carpets and upholstery if this helps to address the issue.

Any resolution will take into account the original condition of the items cleaned, any existing wear or damage, and any limitations of the cleaning methods that were explained to you in advance.

Situations that may be outside our control

Professional cleaning can significantly improve the appearance and hygiene of carpets and upholstery, but it cannot always remove every stain or mark. Permanent staining, heavy wear, sun damage, discolouration, and certain types of previous cleaning or DIY treatments may limit what can be achieved. We will always be honest about realistic results.

In these situations, a complaint may still be investigated, but the outcome may be an explanation rather than a remedial service or refund, particularly where the service has been delivered with reasonable care and skill.

Escalating your complaint

If you are not satisfied with the initial outcome, you can ask for your complaint to be reviewed by a senior member of the Kennington Carpet Cleaners team. They will re-examine the details, including any new information you provide, and will issue a final response explaining their decision and the reasons for it.

Our commitment to continuous improvement

Every complaint is an opportunity for us to improve. We log and review complaints regularly to identify patterns, update our training, refine our booking processes and enhance how we deliver carpet and upholstery cleaning across our service area. Our aim is to resolve individual issues fairly and to reduce the likelihood of similar problems occurring in the future.

Records and data protection

We keep a record of complaints, investigations and outcomes in line with relevant data protection requirements. These records are used internally for quality monitoring and training and are not shared externally except where required by law.

If you have any concerns about our services, we encourage you to raise them with us. Kennington Carpet Cleaners is committed to listening, responding and putting matters right wherever we reasonably can.