Kenton Carpet Cleaners Complaints Procedure
Kenton Carpet Cleaners is committed to delivering professional carpet and upholstery cleaning services and maintaining high standards of customer care. We recognise that, on occasion, things may not go as planned. This complaints procedure explains how you can raise a concern, how we will respond, and what you can expect from us at each stage.
Purpose of this complaints procedure
The purpose of this procedure is to provide a clear and fair process for customers who wish to complain about any aspect of our services. This may include concerns about the quality of cleaning, conduct of staff, punctuality, health and safety, or any other issue connected with the services provided by Kenton Carpet Cleaners.
What counts as a complaint
A complaint is any expression of dissatisfaction, whether spoken or written, where you would like us to review what happened and provide a response. Examples include:
Service not delivered as agreed, such as missed areas or incomplete work.
Damage to property or belongings allegedly caused during our visit.
Concerns about the attitude, behaviour, or professionalism of team members.
Issues with bookings, arrivals, or communication before or after a visit.
Health, safety, or hygiene concerns linked to our work or our cleaning methods.
How to make a complaint
You may raise a complaint verbally or in writing. Written complaints help us keep an accurate record of the issue and allow us to respond more thoroughly. When making a complaint, please provide the following information where possible:
Your full name and the address where the service took place.
The date and time of the service and, if known, the name of the cleaner or team.
A clear description of what went wrong and when you first noticed the issue.
Photographs or other supporting information, especially if damage is involved.
What outcome you are seeking, such as a re-clean, explanation, or compensation.
Time limits for raising a complaint
We ask that complaints relating to cleaning quality are made as soon as reasonably possible, ideally within 48 hours of the service. This allows us to inspect the work while it is still recent and take effective action. Complaints relating to damage or other issues should be raised as soon as they become apparent.
Our complaints handling stages
Our complaints process is designed to be simple and transparent. It consists of three main stages.
Stage 1: Initial review and acknowledgement
Once we receive your complaint, we will:
Record the details of your complaint in our internal system.
Acknowledge receipt and confirm that your complaint is being investigated.
Where necessary, request any additional information or evidence.
At this stage we aim to acknowledge your complaint within a reasonable timeframe and to give you an initial indication of how long our investigation may take.
Stage 2: Investigation and response
Your complaint will be reviewed by a supervisor or manager who was not directly responsible for delivering the service in question, wherever possible. The investigation may include:
Speaking with the team members who attended your property.
Reviewing job notes, booking details, and any photographs taken by our staff.
Considering the information and evidence you have provided.
Where appropriate, arranging a visit to inspect the work or assess any damage.
After the investigation, we will provide a written or verbal response setting out:
Our understanding of your complaint.
The findings of our investigation.
Any actions we will take, such as a re-clean, corrective work, training, or changes to our procedures.
Where compensation or a partial refund is considered appropriate, this will be assessed on a case-by-case basis, taking into account the circumstances and any evidence available.
Stage 3: Escalation and final review
If you are not satisfied with the outcome at Stage 2, you may ask for your complaint to be reviewed again. In this case:
Your complaint and the outcome so far will be reviewed by a senior member of our management team.
We may contact you to clarify details, request further information, or discuss possible resolutions.
We will then provide a final written or verbal response outlining our conclusions and confirming whether any further action will be taken.
Once this final response is issued, our internal complaints process will normally be considered closed.
Possible outcomes and remedies
Where a complaint is upheld, we will aim to provide a remedy that is fair and proportionate. This may include:
A repeat clean or additional cleaning work at no extra cost.
A partial or full refund for the affected service, where appropriate.
Repair or contribution towards repair of damage, subject to assessment.
Staff training, supervision, or internal process changes to prevent a recurrence.
Where a complaint is not upheld, we will explain the reasons for our decision as clearly as possible.
Your responsibilities as a customer
To help us resolve complaints efficiently, we ask that customers:
Provide accurate and complete information about the service and the issue.
Allow reasonable access to the property if an inspection is required.
Report concerns as quickly as possible after they arise.
Communicate with our team courteously and respectfully at all times.
Confidentiality and data protection
All complaints are handled with discretion. Information provided during the complaints process will be used only for investigating and resolving your complaint, improving our services, and meeting any legal or regulatory obligations. We will retain complaint records for a reasonable period in line with our data protection and record-keeping practices.
Continuous improvement
Kenton Carpet Cleaners views complaints as an important source of feedback. We regularly review complaints to identify trends, training needs, and opportunities to improve the way we deliver our cleaning services. By following this complaints procedure, we aim to resolve individual issues promptly and to enhance the quality and reliability of our service for all customers.
