Complaints Procedure

Complaints Procedure for South Kensington Carpet Cleaners

South Kensington Carpet Cleaners is committed to delivering a reliable and professional cleaning service to all customers. We recognise that, on occasion, things may not go as planned. When this happens, we want to know so that we can put matters right, learn from the experience, and continually improve our carpet and upholstery cleaning services.

This Complaints Procedure explains how you can raise a concern, how we will respond, and what you can expect at each stage. It applies to all domestic and commercial customers using our cleaning services.

Our Approach to Complaints

We treat every complaint seriously and aim to handle all concerns promptly, fairly and consistently. Our objectives when dealing with a complaint are to:

• Listen carefully and understand what has gone wrong from your perspective
• Investigate the matter thoroughly and objectively
• Offer a clear explanation and, where appropriate, a suitable resolution
• Use the outcome to improve our services and internal processes

We encourage customers to raise any issues as soon as possible after the service has been carried out, so that we can respond quickly and effectively.

How to Make a Complaint

If you are dissatisfied with any aspect of our carpet cleaning, upholstery cleaning or related services, you may contact us using your usual communication method (for example, contacting the office or speaking with a supervisor). Please provide as much detail as you can so that we can investigate efficiently. It is helpful if you include:

• Your full name and address
• The date and time of the service in question
• A description of the work carried out (for example, carpet type, room areas, or items cleaned)
• A clear explanation of the issue or concern
• Any relevant information such as photographs or written notes

We recommend submitting your complaint as soon as reasonably possible, ideally within a few days of the service. This allows us to review the condition of the cleaned areas while they are still recent and to respond appropriately.

Stage One: Initial Review and Acknowledgement

Once we receive your complaint, we will log the details and begin an initial review. We aim to acknowledge receipt of your complaint within a reasonable timeframe. In our acknowledgement, we will confirm that we have received your concerns and outline the next steps in the process.

Where the issue can be resolved quickly, we will attempt to agree a solution with you during this initial stage. This may involve clarifying the details of the service, arranging a re-visit, or discussing other practical steps to address the problem.

Stage Two: Investigation and Response

If your complaint requires further investigation, it will be passed to a senior member of our team. They will review the booking information, job notes, feedback from the cleaning operatives, and any photographs or evidence you have provided. Where appropriate, they may contact you to gather additional information or to arrange an inspection of the property.

We will aim to complete our investigation and provide a full response within a reasonable period of time, taking into account the complexity of the issues raised. In our response, we will:

• Summarise your complaint
• Explain the findings of our investigation
• Confirm whether the complaint is upheld in full, in part, or not upheld
• Outline any proposed resolution or remedial action

Where your complaint is upheld, we will take appropriate steps to put matters right. This may include a re-clean of specific areas, corrective work, or another form of remedy that is proportionate to the issue and in line with our terms and conditions.

Stage Three: Further Review

If you are not satisfied with the outcome at Stage Two, you may request a further review. To do this, please explain why you remain dissatisfied and what outcome you are seeking. A different senior member of staff will then review the complaint, the investigation and the response provided.

Following this review, we will send you a final response which will normally represent the conclusion of our internal complaints process. We will clearly state the findings and any final position we are able to offer.

Timescales and Communication

We aim to handle all complaints as efficiently as possible. While some issues can be resolved very quickly, others may require additional time, particularly if an inspection or detailed investigation is needed. If we anticipate that our review will take longer than expected, we will let you know and provide an updated timeframe.

Throughout the process, we will communicate with you in a clear and respectful manner. We ask that customers also treat our team members courteously while we work towards a fair and reasonable solution.

Evidence and Access for Inspections

In some circumstances, we may need to visit the property to assess the condition of carpets, rugs or upholstery, and to understand the nature of the complaint. By allowing reasonable access for inspection, you help us to reach an accurate conclusion and to determine what remedial action may be appropriate.

We also encourage you to retain any relevant evidence such as photographs taken shortly after the service, as this can assist us in understanding timelines and the condition of the items cleaned.

Learning and Service Improvement

We use information from complaints and feedback to improve our services on an ongoing basis. This may include additional training for staff, changes to our cleaning methods, updates to our equipment, or revisions to our booking and communication procedures.

By raising your concerns, you help South Kensington Carpet Cleaners to maintain and enhance quality standards for all customers in our service areas.

Confidentiality and Data Protection

All complaints are handled in confidence. Information you provide will be used solely for the purposes of investigating and resolving your complaint, and for monitoring and improving our services. We store and manage personal data in line with applicable data protection requirements.

Accessibility of This Procedure

This Complaints Procedure is available to all customers of South Kensington Carpet Cleaners. If you require the information in an alternative format or need assistance to raise a complaint, please contact us and we will do our best to support you.