Trust our carpet cleaning experts in Colliers Wood, SW19 and get your carpets looking good as new again.
 Carpet Cleaning
price from
| £55 |
 Upholstery Cleaning
price from
| £55 |
 End Of Tenancy Cleaning
price from
| £95 |
 Domestic Cleaning
price from
| £13.50 |
 House Cleaning
price from
| £13.50 |
 Office Cleaning
price from
| £13.50 |
*Price excluding VAT
*Minimum charge apply
This complaints procedure explains how we handle any concerns or issues about our carpet, rug and upholstery cleaning services in Colliers Wood and nearby areas. We are committed to resolving problems fairly, consistently and as quickly as possible, while using feedback to improve our work.
We aim to deliver a professional and reliable cleaning service on every visit. If something goes wrong or you feel that we have not met your expectations, we want to know. We treat all complaints seriously and handle them with respect, confidentiality and without discrimination. You will not be charged for the time we spend investigating and resolving your complaint.
A complaint is any expression of dissatisfaction about our cleaning services, conduct, communication or standards, whether it is made verbally or in writing. This can include issues relating to the quality of carpet cleaning, stains that remain after treatment, punctuality, behaviour of staff, damage to property or any aspect of customer service before, during or after the visit.
You can make a complaint in the way that is most convenient for you. You may speak to the cleaning operative at the time of the appointment, contact our office team, or write to us. When raising a complaint, please provide as much detail as possible so that we can investigate thoroughly and respond accurately.
To help us deal with your complaint efficiently, please provide the following information where possible:
The name the booking was made under; the address where the service was carried out; the date and approximate time of the appointment; a clear description of the problem; and any relevant supporting information, such as photographs of areas of concern or notes on what was agreed at the time of booking.
We encourage you to raise any concerns as soon as you notice an issue. For most carpet and upholstery cleaning work, complaints should ideally be made within 48 hours of the service being completed. This allows us to inspect the area while conditions are still similar to those at the time of cleaning and gives us a better chance to put things right.
If you contact us after this period, we will still do our best to review your complaint, but the options available may be more limited due to normal wear, further use of the area or additional cleaning treatments.
Once we receive your complaint, we will record it in our system and begin an investigation. We usually follow these steps:
First, we acknowledge your complaint and confirm that we are looking into it. Where possible, we will aim to acknowledge your complaint within two working days.
Next, we investigate the issue. This may involve reviewing the original booking details, speaking with the cleaning operative, and asking you for further information if needed. In some cases, we may suggest a site visit to inspect the carpets or upholstery in person.
After we have completed our investigation, we will provide you with a clear response, including our findings, any relevant explanation, and the options we can offer to resolve the matter. We aim to provide a full response within ten working days. If it will take longer, we will inform you and explain why.
Our goal is to reach a fair outcome that reflects the circumstances of your complaint and the nature of the work carried out. Depending on our findings, we may offer one or more of the following remedies:
A repeat visit to re-clean specific areas that did not meet the expected standard; practical advice on aftercare for carpets or upholstery that may help improve the result; a partial refund or discount on the service, where appropriate; or, in rare cases where we have clearly failed to deliver the agreed service, a fuller refund for the affected areas.
We will explain clearly which remedy or combination of remedies we can offer and why we consider it to be reasonable in the circumstances.
There may be situations where we are unable to uphold a complaint in full. For example, if permanent staining, wear, sun damage or previous cleaning by others has already affected the fibres, some marks may not respond to professional cleaning. Before we begin work, our operatives are trained to point out any visible limitations or pre-existing damage where possible.
In cases where the outcome is limited by the condition or age of the carpets or upholstery, we will explain this and provide our reasons if we are unable to offer further remedial work or financial compensation.
If you are not satisfied with our initial response, you can ask for your complaint to be reviewed by a senior member of our team. They will re-examine the details, consider any additional information you provide, and issue a final response. This review is intended to ensure that your concerns have been considered carefully and fairly.
We use all complaints and feedback as an opportunity to improve our carpet cleaning services in Colliers Wood and the surrounding area. We may update our training, review our procedures, or make changes to our booking and communication processes in response to issues that are raised. By sharing your experience with us, you help us to enhance the service we provide to all customers.
All complaints are handled in line with our approach to privacy and data protection. Information you provide will be used only for the purpose of investigating and resolving your complaint and for improving our services. It will not be shared with third parties except where required by law or where necessary to protect our legal rights.
This complaints procedure is available to all customers of our carpet and upholstery cleaning services. You can request a copy at any time or refer to it before or after booking. If you have any questions about how this procedure works or how to raise a concern, please contact our team and we will be happy to explain the process in more detail.
(77)
