Book our professional Edgware carpet cleaning company. We provide high-quality cleaning services available to hire 24/7.
 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 Carpet Cleaning Edgware manages, investigates, and resolves complaints about our carpet, rug, upholstery, and related cleaning services. We are committed to handling all concerns in a fair, transparent, and timely way, and to using feedback to improve our services across our local operating area.
We aim to deliver high quality cleaning services and reliable customer care. However, if something goes wrong or you are dissatisfied with any part of our service, we want to know. We will take every complaint seriously and work to resolve issues as quickly as possible. We are committed to:
Listening carefully to your concerns; Treating you with respect and courtesy; Investigating matters impartially; Keeping you informed throughout the process; Providing a clear explanation of outcomes; Using your feedback to improve our services.
A complaint is any expression of dissatisfaction about our services, staff, communication, or how we have carried out cleaning work at your home or business. This may include, for example:
Concerns about the quality of carpet or upholstery cleaning; Damage or perceived damage to property during a visit; Missed or delayed appointments; Conduct or behaviour of our cleaning operatives; Issues with quotations, invoices, or payment; Communication problems or lack of follow up.
We also welcome general feedback and suggestions. If your concern cannot be resolved informally, or you prefer a formal approach, you may use this complaints procedure.
Where possible, we encourage you to raise any concerns as soon as you notice a problem, ideally on the day of service. In many cases, issues can be resolved quickly by discussing them with the operative on site or with our office team. Informal resolution may include:
Clarifying what was agreed in your booking; Arranging a return visit to inspect or re clean specific areas; Explaining cleaning limitations or expected results; Agreeing small goodwill gestures where appropriate.
If you are not satisfied with the informal response, or if the issue is more serious, you may make a formal complaint.
You can make a formal complaint in writing so that we can properly record and review the details. When submitting a complaint, please provide as much information as possible, including:
Your full name and preferred contact details; The date and time of the cleaning service; The service address and type of service booked; A clear description of what went wrong; Any photographs or supporting information you wish to share; Details of any steps already taken to resolve the issue informally.
Clearly mark your correspondence as a complaint so that it can be prioritised and handled in line with this procedure.
Once we receive your formal complaint, we will:
Acknowledge your complaint in writing within a reasonable period of time; Provide a reference or summary so you know what we are investigating; Outline the next steps and likely timescales for our response.
We aim to complete our initial investigation and provide a full response within a reasonable timeframe, depending on the complexity of the matter. If we need more time, we will explain why and let you know when you can expect an update.
Your complaint will be reviewed by a senior member of our team who was not directly involved in the original work wherever possible. Our investigation may include:
Reviewing your booking details and any written communication; Speaking with the operatives who attended the property; Examining photographs or other evidence provided; Considering industry best practice and reasonable expectations for the service booked; Assessing whether our policies and procedures were followed.
We will look at the facts in a fair and balanced way and aim to understand both your experience and the circumstances of the service.
After completing our investigation, we will send you a written response that:
Addresses each of the main points you have raised; Explains our findings and any relevant technical considerations; States whether your complaint is upheld in full, upheld in part, or not upheld; Sets out any actions we propose to take.
Depending on the nature of the complaint, possible outcomes may include:
A clear explanation or reassurance where no fault is found; A return visit to re clean or inspect specific areas; A partial or full refund, where appropriate; An offer of a future service at a reduced rate; Internal staff training or changes to our procedures.
Any remedy offered will be fair and proportionate to the issues identified.
If you are not satisfied with our final response, you may contact us again to explain why you disagree and provide any additional information you feel has not been considered. We will review your comments and let you know whether any further action can be taken.
In some cases, where appropriate, you may choose to seek independent advice regarding your consumer rights. Nothing in this procedure affects any legal rights you may have.
We encourage you to raise complaints as soon as possible after the service, as this helps us investigate effectively and, where relevant, inspect the work while it is still recent. While we will always consider the circumstances, complaints about cleaning results raised after a significant delay may be more difficult to assess, especially where carpets or upholstery have been further used or treated.
All complaints will be handled in line with applicable data protection principles. Information you provide will be used only for the purpose of investigating and responding to your complaint, improving our services, and meeting our legal obligations. We will keep complaint records securely and only share details internally with staff who need the information to deal with the matter.
We value feedback from customers across the areas we serve, as it helps us maintain and improve our standards. We regularly review complaints and outcomes to identify patterns, training needs, and opportunities to enhance the way we deliver carpet and upholstery cleaning services. Our aim is to resolve individual issues fairly while continually improving the experience for all customers.
(79)
