Keston Carpet Cleaners Complaints Procedure

At Keston Carpet Cleaners, we aim to deliver reliable, professional carpet and upholstery cleaning services on every visit. We understand that, on occasion, you may feel that something has not gone as expected. This complaints procedure explains how you can raise a concern, how we will handle it, and what you can expect from us at each stage.

Our Commitment to Handling Complaints

We treat all complaints seriously and use them as an opportunity to improve our services and customer care. We are committed to:

Listening carefully to what has gone wrong from your point of view.

Dealing with your concerns promptly, fairly, and consistently.

Keeping you informed throughout the process.

Trying to resolve issues as quickly as possible, ideally at the first point of contact.

Reviewing recurring issues so that we can reduce the chance of similar problems happening again.

What Counts as a Complaint

A complaint is any expression of dissatisfaction about our services, staff, or processes, whether it is justified or not. Examples include, but are not limited to:

Concerns about the quality or effectiveness of carpet, rug, or upholstery cleaning.

Damage or perceived damage to items or property during a visit.

Missed or late appointments, or issues with access and timing.

Conduct, attitude, or communication of our cleaning technicians or office team.

Issues with invoices, quotes, or agreed work specifications.

If you are unsure whether your concern counts as a complaint, please raise it with us and we will treat it with the same level of care and attention.

How to Make a Complaint

You can raise a complaint in the way that is most convenient for you. You may contact us by phone, in writing, or by any standard communication channel we make available for customer contact. Please provide as much detail as you can to help us investigate and resolve your concern. Useful information includes:

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

Dates and approximate times of the cleaning service.

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

Any steps already taken to try to resolve the issue.

Photographs or other evidence that may help us understand the problem.

How you would like us to put things right, where possible.

Time Limits for Raising a Complaint

We encourage you to raise any concerns as soon as possible after the service, ideally within a short period of the work being completed. This allows us to investigate effectively while details are still recent and, where relevant, before further use or cleaning of carpets, rugs, or upholstery takes place. While we will consider all complaints raised in good faith, complaints reported promptly are usually easier to assess and resolve.

What Happens After You Make a Complaint

We follow a structured process to ensure your complaint is handled fairly and efficiently.

Stage 1: Initial Acknowledgement

We will acknowledge your complaint as soon as reasonably possible, using the same method you used to contact us where appropriate. At this stage we may ask for further information or clarification. Our aim is to understand your concerns clearly from the outset.

Stage 2: Investigation

Your complaint will be reviewed by an appropriate member of our team, who may:

Check work records and booking details for the relevant visit.

Speak with the technician or team who attended your property.

Request additional photographs or information, if helpful.

Arrange a follow-up inspection visit where it is necessary or reasonable to do so.

We aim to complete our investigation within a reasonable timeframe. If we need more time due to the complexity of the issue, we will let you know and keep you updated.

Stage 3: Response and Outcome

Once our investigation is complete, we will explain our findings and the outcome to you, including:

Whether we uphold the complaint in full, in part, or not at all.

The reasons for our decision.

Any steps we propose to take to put things right, where appropriate.

Examples of possible resolutions may include re-cleaning affected areas, offering practical guidance on next steps, or, where justified and appropriate, financial remedies in line with our terms and relevant legal obligations.

Stage 4: Escalation

If you are not satisfied with the outcome or the way your complaint has been handled at the first stage, you may ask for it to be reviewed by a more senior member of our team. During this review we will consider:

Whether the original investigation was thorough and fair.

Whether the decision reached was reasonable in light of the evidence.

Whether any new information you provide changes our understanding of events.

After this review, we will provide a final response explaining our conclusions and whether any additional action will be taken.

Your Responsibilities When Making a Complaint

To help us deal with your complaint efficiently, we ask that you:

Provide accurate information and avoid withholding relevant details.

Allow reasonable access for inspections or follow-up visits, if required.

Treat our staff with courtesy and respect, even if you are unhappy with the service.

Refrain from making unfounded allegations or misrepresenting facts.

We reserve the right to end communication if it becomes abusive, threatening, or unreasonably persistent. However, we will still consider the substance of your complaint as far as is practical and fair.

Confidentiality and Data Protection

All complaints are handled in confidence. Information you provide will be used only for the purposes of investigating and responding to your complaint, meeting our legal obligations, and improving our services. We will handle personal data in line with applicable data protection laws and our internal policies.

Continuous Improvement

We record and review complaints on a regular basis to identify trends, training needs, and opportunities to improve our carpet and upholstery cleaning services. Feedback from our customers, whether positive or negative, is an important part of maintaining and enhancing service standards across the areas we cover.

This complaints procedure is kept under review and may be updated from time to time to reflect changes in our services, legal requirements, or best practice.