We provide experienced carpet cleaners in Clapham who can always help you with a smile on their face.
 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 customers of Carpet Cleaning Clapham can raise concerns about our carpet, upholstery, rug and related cleaning services, and how those concerns will be handled. Our aim is to resolve issues quickly, fairly and consistently, and to use feedback to improve our services.
We are committed to providing reliable, high quality cleaning services for homes and businesses. If we fall short of your expectations, we want to know. Every complaint is taken seriously and handled in a respectful, confidential and timely manner. We will always do our best to put matters right and to prevent similar issues in the future.
This procedure applies to all customers who have used our services within the service areas we cover. It relates to complaints about the standard of cleaning, conduct of staff, scheduling and access, damage or loss, invoicing issues, and any other aspect of our service delivery.
A complaint is any expression of dissatisfaction about our services that requires a response. This includes situations where you believe that:
The quality of cleaning work is not satisfactory.
The service delivered does not match what was agreed.
Our staff have behaved in an unprofessional or unsafe manner.
There has been damage to property during a visit.
Appointments or communication have been mishandled.
Charges appear incorrect or unclear.
We also welcome general feedback, suggestions and compliments, although these are not treated as formal complaints unless you ask us to investigate a specific issue.
You can make a complaint in the way that is most convenient for you. You may contact us in writing or by any standard communication method you normally use with our company. Written complaints help us keep a clear record, so we may ask you to confirm key details in writing if a concern is initially raised another way.
When you make a complaint, please provide as much information as possible so that we can investigate fully. Helpful details include:
Your full name and contact details.
The address where the cleaning took place.
The date and approximate time of the service.
A clear description of what went wrong or why you are dissatisfied.
Any relevant photographs or supporting information.
Details of any conversations you have already had with our staff about the issue.
We ask that complaints are made as soon as possible after the service, ideally within a reasonable period, so that we can properly investigate and address any concerns while the details are still clear and evidence is available.
Once we receive your complaint, we will record it in our internal system and assign it to an appropriate member of staff for review. We will acknowledge your complaint as soon as reasonably practical. In the acknowledgement, we will confirm that we have received your complaint and outline the next steps in the process.
If we need more information to understand your concerns, we may contact you to ask clarification questions or to request additional evidence such as photographs or receipts. Providing this information promptly helps us resolve your complaint more effectively.
We will carry out a fair and proportionate investigation into your complaint. Depending on the nature of the issue, this may include:
Reviewing job notes, booking details and any relevant documentation.
Speaking with the cleaning operatives or staff involved.
Inspecting any photographs or other evidence you provide.
Arranging a site visit or re-inspection where appropriate and possible.
After the investigation is complete, we will provide you with a response setting out:
Our understanding of your complaint.
The steps we took to investigate the matter.
Our findings and whether we believe the complaint is upheld, partially upheld, or not upheld.
Any proposed remedy or action we will take.
Where your complaint is upheld or partially upheld, possible outcomes may include a re-clean of the affected areas, a partial or full refund, a goodwill gesture, or changes to our internal procedures or staff training.
We aim to resolve complaints as quickly as reasonably possible. The time needed will depend on the complexity of the issues and the availability of relevant information. If we expect that our investigation will take longer than we initially anticipated, we will inform you and keep you updated on progress.
Some matters, such as alleged damage or complex scheduling disputes, may require additional checks or third-party input. In these cases we will explain why further time is needed and when you can expect a full response.
If you are not satisfied with our initial response, you can ask for your complaint to be reviewed at a higher level within the company. To escalate your complaint, please clearly state that you wish to do so and explain why you disagree with the outcome or how you believe it has not been properly addressed.
A more senior member of our team will then re-examine the complaint, including any new information you provide. They may contact you for further details and will issue a final response once the review is complete.
Our ability to resolve some issues may be affected by factors outside our direct control, such as the pre-existing condition of carpets or furnishings, manufacturer care instructions, or the limitations of certain cleaning methods. In such cases, we will explain any relevant limitations and why they may affect the outcome of your complaint.
If you engage other service providers, insurers or third parties in relation to the same issue, we may need to coordinate with them where appropriate. We will always aim to act reasonably and transparently in these situations.
Complaints are handled in confidence. Information about your complaint will only be shared with those directly involved in investigating and resolving it. We will keep records of complaints and outcomes in line with our data protection and record-keeping practices. These records help us monitor performance and improve our services throughout the areas we serve.
We value your feedback and view every complaint as an opportunity to learn and improve. Trends and recurring themes are reviewed so that we can update our training, processes and quality control. By following this complaints procedure, Carpet Cleaning Clapham aims to ensure that any concerns you raise are dealt with fairly, consistently and with respect for your time and property.
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