Kennington Carpet Cleaning Complaints Procedure

Kennington Carpet Cleaning is committed to providing a reliable, professional cleaning service for homes and businesses. If something goes wrong, we want to know about it and put it right as quickly as possible. This complaints procedure explains how you can raise a concern, what you can expect from us, and how we handle and resolve complaints in a fair and consistent way.

Purpose of this complaints procedure

This procedure is designed to give our customers a clear and simple route for telling us when they are unhappy with any aspect of our carpet, upholstery, rug, hard floor, or related cleaning services. It ensures that all complaints are:

Recorded accurately and treated seriously.

Handled promptly, politely, and confidentially.

Investigated thoroughly and objectively.

Used to improve our services and staff training where required.

What counts as a complaint

A complaint is any expression of dissatisfaction from a customer about our cleaning services, staff conduct, communication, or booking and payment processes, where a response or resolution is expected. Examples may include:

Concerns about the quality or results of a cleaning visit.

Dissatisfaction with punctuality or reliability of appointments.

Concerns about the behaviour, attitude, or appearance of our cleaning staff.

Issues arising from the way we have handled an enquiry, quotation, or booking.

Concerns about how we have handled payments, refunds, or aftercare.

How to make a complaint

You can make a complaint in writing or verbally. While we will always try to resolve issues raised during or immediately after a visit, we understand that some matters may only become clear once you have had time to inspect the work or review your experience.

When raising a complaint, please provide as much information as possible to help us understand and investigate the issue, including:

Your full name and the address where the service was carried out.

The date and approximate time of the cleaning service.

A description of what went wrong and what outcome you are seeking.

Any relevant photos or details that help explain the problem.

We encourage customers to contact us as soon as possible after the service so that we can address any issues quickly.

Timescales for handling complaints

We aim to deal with all complaints promptly and keep you informed throughout the process. Our general timescales are as follows:

Initial acknowledgement: We will aim to acknowledge your complaint as soon as reasonably practical.

Initial review: We will normally carry out an initial review of the issue within a few working days.

Full response: For more complex matters, such as disputes about service quality or property condition, we may need additional time to investigate. In these cases, we will let you know if there is likely to be any delay and provide an estimated timescale for a full response.

We may contact you during the investigation to request further information or to arrange a follow-up visit where appropriate.

Our investigation process

When we receive a complaint, we follow a structured approach to understand what has happened and how best to resolve it. This may include:

Reviewing your booking details, job notes, and any relevant photographs.

Speaking to the cleaning technician or team who attended your property.

Assessing whether our processes and standards were followed correctly.

Considering any external factors that might have affected the result, such as pre-existing stains, wear, damage, or manufacturer guidance.

Where necessary, we may propose an inspection visit to review the areas concerned and check the outcome of the cleaning work first-hand.

Outcomes and remedies

Once our investigation is complete, we will explain our findings and the reasons for our decision. Where we find that we have not met our usual standards or have made an error, we will offer an appropriate remedy, which may include one or more of the following:

A clear explanation or apology.

A return visit to reclean or treat the affected areas where this is practical and safe.

Advice on aftercare or maintenance to help achieve the best possible result.

In some situations, where a service has fallen significantly short of expectations and a return visit is not appropriate, we may consider a partial or full refund at our discretion.

Any remedy will take into account the type of service originally booked, the condition of the items cleaned, and any limitations explained during quotation or on the day of service.

Situations that may limit our ability to resolve a complaint

While we always aim to be fair, there are circumstances where our ability to offer a particular outcome may be limited, for example:

When existing wear, damage, or permanent staining was present before cleaning.

Where manufacturer guidance or material type restricts the level of cleaning that can be safely carried out.

Where recommended aftercare instructions have not been followed.

Where a significant amount of time has passed since the service, making inspection or verification difficult.

We will always explain these considerations clearly and openly as part of our response.

Escalating your complaint

If you are not satisfied with the outcome of your complaint or the way it has been handled, you can ask for your complaint to be reviewed at a higher level within Kennington Carpet Cleaning. When requesting an escalation, please explain why you remain unhappy and what you believe would be a fair resolution. We will then carry out a further review and provide a final response.

Confidentiality and data protection

All complaints are handled in confidence. Information you provide will only be shared with staff members and representatives who need it in order to investigate and respond. We handle personal data in line with applicable data protection requirements and retain complaint records only for as long as necessary for legal, regulatory, and service improvement purposes.

Using feedback to improve our service

Every complaint is logged and reviewed so that we can identify patterns, training needs, or areas where our service could be improved. This helps us to provide a more consistent and reliable carpet and upholstery cleaning service for all customers across our operating area. We welcome honest feedback and view it as an important part of maintaining and raising our standards.

This complaints procedure does not affect your statutory rights. Customers are always free to seek independent advice about their legal rights in relation to goods and services.