Complaints Procedure for Carpet Cleaners KT2
Carpet Cleaners KT2 is committed to delivering reliable, high-quality carpet and upholstery cleaning services across the KT2 area. We take all feedback seriously and view complaints as an opportunity to improve our services and client care. This page explains how you can raise a concern, how we handle complaints, and what you can expect from us throughout the process.
1. Purpose and Scope of This Complaints Procedure
This complaints procedure applies to all domestic and commercial customers who use our cleaning services in KT2 and the surrounding local area. It covers issues related to the quality of work, conduct of cleaning operatives, adherence to agreed timings, damage or loss, invoicing concerns and any aspect of the service you feel has not met your expectations.
Our aims when handling a complaint are to respond promptly, investigate fairly and thoroughly, and, where appropriate, provide a clear resolution and explanation.
2. What We Class as a Complaint
A complaint is any expression of dissatisfaction, whether verbal or written, that requires a response. Examples include:
Carpet or upholstery cleaning results that you consider unsatisfactory
Alleged damage to flooring, furnishings or other property during a visit
Missed or significantly delayed appointments without reasonable notice
Perceived unprofessional, discourteous or unsafe behaviour by a team member
Disputes regarding quotes, invoices, or agreed scope of work
If you are unsure whether your concern counts as a complaint, you are encouraged to contact us so we can clarify and assist.
3. How to Raise a Complaint
You may raise a complaint in writing or by phone using the standard contact details provided on our website or your booking confirmation. When making a complaint, please provide as much information as possible, including:
Your full name and the property address where the service was carried out
The date and approximate time of the appointment
A clear description of what went wrong and when you first noticed the issue
Any relevant photographs or evidence relating to the concern
Details of any previous discussions with our staff about the matter
This information helps us assess your complaint quickly and accurately and avoids unnecessary delays.
4. Time Limits for Raising a Complaint
We request that complaints relating to service quality, such as cleaning results or visible damage, are raised as soon as reasonably possible, preferably within 48 hours of the work being completed. This enables us to inspect the area while conditions are still recent and to take any remedial action promptly.
Complaints about invoicing or administrative matters should be raised within 14 days of receiving the invoice or correspondence. We may still consider complaints after these periods, but our ability to investigate fully may be reduced.
5. Our Complaints Handling Process
We follow a structured process when handling all complaints:
1. Acknowledgement: We will acknowledge receipt of your complaint as soon as reasonably practicable. Where you have contacted us in writing, we aim to acknowledge your complaint within a few working days.
2. Initial Assessment: A member of our management team will review the details of your complaint, including any photographs, invoices, booking records and staff notes relating to the appointment.
3. Investigation: Where necessary, we may contact you for additional information, arrange a follow-up visit to inspect the property, and speak to the operatives involved. We will review what was agreed at the time of booking and compare this with the completed work.
4. Outcome and Response: Once the investigation is complete, we will provide you with a written or verbal response explaining our findings and any actions we propose to take. We aim to provide a full response within a reasonable timeframe, taking into account the complexity of the complaint.
6. Possible Resolutions and Remedies
Where a complaint is upheld, we will seek to provide a fair and proportionate remedy. Depending on the circumstances, this may include one or more of the following:
Additional or repeat cleaning of the affected areas at no extra cost
A partial or full refund for the specific service in question
A credit towards future cleaning work
An apology and explanation, including steps we will take to prevent a recurrence
Any remedy offered will be based on the nature of the problem, the impact on you, and the findings of our investigation.
7. Situations Where We May Not Uphold a Complaint
In some cases, after investigation, we may conclude that a complaint cannot be upheld. Reasons may include:
The issue relates to pre-existing damage or staining that cannot reasonably be removed by professional cleaning
The concern arises from factors outside our control, such as wear, age of carpet, or manufacturer limitations
Evidence is insufficient to support the claim, despite reasonable efforts to investigate
The complaint is made significantly outside the suggested time limits, and the situation can no longer be assessed properly
Even if we do not uphold a complaint, we will always explain our reasoning clearly and respectfully.
8. Your Responsibilities as a Customer
To help us resolve issues efficiently, we ask customers to:
Provide accurate information at the time of booking regarding the condition of carpets, rugs and upholstery
Ensure safe and reasonable access to the property for both the original appointment and any follow-up visit
Raise any concerns promptly and provide honest, detailed information during the complaints process
Cooperate with our team during inspections or remedial work
9. Continuous Improvement
All complaints received by Carpet Cleaners KT2 are reviewed periodically to identify patterns, training needs and opportunities to enhance our services. Feedback from clients in KT2 and nearby areas plays a vital role in maintaining high standards of cleaning and customer care.
By following this complaints procedure, we aim to handle every concern fairly, transparently and with respect, while protecting both our customers and our team members.
