Kenley Carpet Cleaners Complaints Procedure

Kenley Carpet Cleaners is committed to providing a reliable, professional carpet and upholstery cleaning service. We recognise that, on rare occasions, things may not go as planned. This complaints procedure explains how you can raise a concern, how we respond, and what you can expect from us at each stage. Our aim is to resolve issues promptly, fairly and transparently, while using your feedback to improve our services across our local service area.

Our Commitment to You

We want all customers to feel confident that any concern will be taken seriously. When you contact us with a complaint, we will listen carefully, record the details accurately, and work with you to reach a fair outcome. We treat every complaint as an opportunity to review how we work, whether the issue relates to carpet cleaning, rug cleaning, upholstery cleaning or related services.

We will always strive to:

Respond as quickly as reasonably possible, keep you informed at each stage, investigate your concerns thoroughly and objectively, provide a clear explanation of our findings, and offer an appropriate resolution where your complaint is upheld.

What Counts as a Complaint

A complaint is any expression of dissatisfaction about our services, our staff, our communication, or the way we have handled a previous concern. This may include issues such as the quality or results of a cleaning visit, damage or suspected damage to carpets, rugs, upholstery or other items, missed or significantly delayed appointments, conduct or behaviour of a technician, or unclear, incomplete or inaccurate information provided before or after a booking.

If you are unsure whether your concern is a complaint, you are still welcome to contact us. We will help you decide the best way forward.

How to Make a Complaint

You can raise a complaint using any of our standard contact methods. Please explain that you wish to make a complaint so that we can record and handle it correctly.

To help us investigate and respond effectively, please provide as much of the following information as you can: your full name and the address where the service took place, the date and approximate time of the appointment, a clear description of what went wrong and how you were affected, any relevant details about the service you booked, such as type of cleaning and rooms or items cleaned, and any supporting information, such as photographs, technician names or written notes.

We encourage customers to raise concerns as soon as possible after the service, ideally within a short time of noticing a problem. This allows us to assess the situation more accurately and offer practical solutions.

Stage One: Initial Review and Response

Once we receive your complaint, we will acknowledge it within a reasonable time frame. Where possible, we will try to resolve straightforward issues immediately, for example by clarifying a misunderstanding, arranging a return visit, or rectifying a minor problem.

During this first stage we may contact you to ask for more details, such as photographs of any area you are unhappy with, or additional information about the property and the items cleaned. We may also speak to the technician who attended your booking and review internal records, including job notes and any pre-inspection details.

Our aim at this stage is to understand what happened, assess whether our usual standards were met, and agree a practical next step. This could include remedial cleaning where appropriate, a partial or full adjustment to your invoice where justified, or a clear explanation if we find that our service was delivered as agreed.

Stage Two: Formal Investigation

If you are not satisfied with the outcome of the initial review, you can request that your complaint is escalated for a formal investigation. This will normally be handled by a more senior member of our team who was not directly involved in the original service.

During the formal investigation we may: re-examine all information gathered at Stage One, request further evidence or clarification from you, arrange a follow-up visit to inspect the affected areas where necessary and practical, review our procedures, technician training and equipment used on the job, and consider any external factors that may have affected the results, such as pre-existing carpet condition or previous treatments.

After the investigation, we will provide you with a written or clearly documented response summarising our findings, explaining any decisions made, and outlining the proposed resolution. We will also explain the reasons if we are unable to uphold your complaint.

Possible Outcomes and Resolutions

Depending on the nature of the complaint and the findings of our investigation, potential resolutions may include: offering additional cleaning or a re-clean of certain areas, making a reasonable adjustment to your invoice where appropriate, providing guidance on aftercare or maintenance to help prevent similar issues, implementing internal changes to our processes or staff training, or explaining clearly why no further action can be taken if the complaint is not upheld.

Any remedy offered will be proportionate to the issue identified and will take into account factors such as the condition of the carpets or upholstery before cleaning, any limitations explained prior to the work, and the specific service you booked.

Your Responsibilities as a Customer

To help us deal with complaints effectively, we ask that you: provide accurate and complete information about the service and the issue, allow us a fair opportunity to inspect and, where possible, correct any problem, follow any pre-cleaning and aftercare instructions provided by our team, and treat our staff with respect throughout the process. We reserve the right to end communication that is abusive, threatening or discriminatory, while still considering the underlying complaint where possible.

Using Feedback to Improve Our Service

Every complaint, whether upheld or not, is reviewed to identify any lessons we can learn. This may lead to updates in staff training, changes to our appointment scheduling, improvements in how we explain our cleaning methods and expected outcomes, or adjustments to the equipment and products we use. By sharing your concerns, you help us to maintain and improve the quality of our carpet and upholstery cleaning services for customers throughout our service area.

Review of This Complaints Procedure

Kenley Carpet Cleaners keeps this complaints procedure under regular review to ensure it remains clear, fair and effective. We may update it from time to time to reflect changes in our services, customer expectations or regulatory guidance. The version published here will always represent our current approach to handling complaints.