Get the most attractive prices on carpet cleaners services in Kingston upon Thames by giving us a call on 020 3743 8596.
 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 our carpet cleaning services in and around Kingston upon Thames can raise concerns, how we handle those concerns, and the standards you can expect from us throughout the process. Our aim is to resolve any issues quickly, fairly, and professionally, while learning from feedback to improve our services.
We are committed to delivering high quality carpet, upholstery, and related cleaning services. However, we recognise that on rare occasions things may not go as planned. When this happens, we want to hear from you so that we can put matters right and prevent similar issues in the future. All complaints are treated seriously, handled in confidence, and used constructively to improve our work.
A complaint is any expression of dissatisfaction about our services, staff, communication, or the handling of your booking. This can include, but is not limited to:
Concerns about the quality of carpet or upholstery cleaning work carried out at your property.
Disagreement about invoices, charges, or quoted prices for cleaning services.
Issues with punctuality, conduct, or behaviour of our cleaning technicians.
Problems with communication, such as not being kept informed about bookings or changes.
Any situation where you feel we have not met the standard of service you reasonably expected.
You can make a complaint in writing. Written complaints allow us to keep a clear record of the issue and ensure that we understand the details correctly. When submitting your complaint, please provide:
Your full name and the address where the cleaning service was carried out.
The date and approximate time of the service.
A clear description of what went wrong and how you would like us to resolve the matter.
Any supporting information, such as photos of areas of concern or copies of relevant documents.
We recommend raising your complaint as soon as possible after the service so that we can investigate promptly while details are still fresh and any issues are easier to assess.
For most issues relating to the quality of carpet or upholstery cleaning, we ask that you contact us within 48 hours of the work being completed. This allows us to arrange an inspection if required and to take remedial action while the condition of carpets and fabrics is unchanged.
For issues relating to invoices, bookings, or administration, please raise your concerns as soon as you become aware of the problem. While we will always try to help, delays in raising a complaint may limit the actions we can take to resolve it.
Once we receive your complaint, we will follow a clear and structured process to review and resolve it:
Acknowledgement: We will acknowledge receipt of your complaint within a reasonable timeframe, confirming that we are looking into the matter.
Initial Review: A member of our management or customer care team will review the details of your complaint, including any job notes, invoices, and communications related to your service.
Further Information: If necessary, we may contact you to request additional information or clarification so that we can fully understand the issue.
Inspection: For complaints related to the quality or outcome of cleaning, we may arrange a visit to your property to inspect the affected areas and assess any alleged damage or incomplete work.
Investigation: We will speak with the cleaning technician or team involved and consider all evidence and information available.
Outcome: We will provide you with a written response setting out our findings, any actions we propose to take, and the reasons for our decision.
We aim to provide a full response to your complaint within 10 working days of receiving all necessary information. If we anticipate that our investigation will take longer, we will let you know and keep you updated on progress until the matter is resolved.
Depending on the nature of your complaint and the outcome of our investigation, we may offer one or more of the following forms of resolution:
A clear explanation or apology where service has fallen short of our standards.
A return visit to re-clean specific areas of carpet or upholstery.
An adjustment to your invoice where appropriate.
Other reasonable remedies that reflect the findings of our investigation.
Any remedy will be offered in line with our terms and conditions and with reference to the condition of your carpets and furnishings before we began work.
If you are not satisfied with the outcome of your complaint after receiving our final response, you may request that the decision be reviewed by a senior member of our team who was not directly involved in the original investigation. They will consider whether the complaint was handled fairly and in line with this procedure and will issue a final decision.
We expect all parties to act courteously and respectfully throughout the complaints process. We will not tolerate abusive, threatening, or discriminatory behaviour towards our staff, whether in person, over the phone, or in writing. In extreme cases, we may restrict communication or decline further work where behaviour is unreasonable.
All complaints are recorded and reviewed on a regular basis to help identify trends and areas where our carpet cleaning services in the Kingston upon Thames area can be improved. We use this information to refine staff training, update our procedures, and enhance the overall customer experience.
This complaints procedure is reviewed periodically to ensure it remains clear, fair, and effective. We may update it from time to time to reflect changes in our services, internal processes, or relevant guidance. The most current version will always apply to the handling of your complaint.
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