We offer some of the cheapest carpet cleaning services around Brompton SW10, do not hesitate and call us on 020 3743 8596 today!
 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 Brompton can raise concerns about our carpet, rug and upholstery cleaning services, and how we will handle and resolve those concerns. We aim to provide a clear, fair and transparent process so that any issues are dealt with promptly and professionally.
Carpet Cleaning Brompton is committed to delivering high standards of service across all cleaning work, including domestic and commercial properties. If something goes wrong, we want to know about it so we can put it right, learn from it and improve our services. All complaints are treated seriously and handled with respect, confidentiality and without discrimination.
This procedure applies to any dissatisfaction with the services we provide, for example:
Issues with cleaning quality, such as stains not treated as agreed or areas missed during a visit.
Concerns about punctuality, access, or how a booking was handled.
Concerns about conduct or professionalism of our cleaning technicians while working at your home or business.
Disputes about pricing that relate to work already carried out or charged.
Damage or suspected damage to carpets, flooring, furniture or other property that you believe occurred during our visit.
We encourage you to raise any concern as soon as possible after the service, preferably within 48 hours of the work being completed, particularly if it relates to cleaning quality or visible results. This helps us accurately assess the issue and provide an appropriate solution.
You can raise a complaint by contacting us through our usual customer contact channels. When you make a complaint, please include the following information so we can investigate effectively:
Your full name and property address where the cleaning took place.
The date and approximate time of the cleaning appointment.
A clear description of the problem you experienced.
Details of any discussions you have already had with our staff or technicians about the issue.
Any photos or supporting information you can provide, especially for concerns about damage or cleaning results.
We will acknowledge your complaint as soon as reasonably possible after receiving it. In most cases, we aim to acknowledge complaints within two working days. At this stage, we may request additional information if needed to understand the situation fully and to ensure we are addressing all of your concerns.
Once your complaint has been acknowledged, we will carry out an internal investigation. This may involve:
Reviewing the original booking details and service notes for your appointment.
Speaking with the cleaning technician or team who attended your property.
Reviewing any photographs, videos or other evidence you have supplied.
Arranging a follow-up visit to inspect the area, where appropriate and with your agreement.
Our aim is to complete our investigation within ten working days of acknowledging your complaint. If we need more time due to the complexity of the issue, we will inform you and provide an updated timescale.
After the investigation, we will explain our findings and what we propose to do to resolve the matter. Possible outcomes may include:
A repeat clean or partial re-clean of the affected areas at no additional charge, where appropriate.
Advice on aftercare or additional treatments if they are needed to achieve the expected results.
A partial or full refund where we consider this to be fair and reasonable in the circumstances.
In some cases, we may conclude that the service was delivered in line with what was agreed and that no remedial action is required. In such cases, we will explain our reasoning clearly.
If your complaint relates to alleged damage to carpets, rugs, upholstery, flooring or other items, we will carefully review the matter. We may request evidence of the condition of the item before and after cleaning. Where appropriate, we may arrange an independent assessment or ask to inspect the item in person.
If we accept responsibility for damage, we will work with you to agree a fair remedy, which may include repair, replacement within reasonable limits, or financial compensation. Any remedy will be assessed in line with the age, condition and value of the item before the incident.
If you are not satisfied with the outcome or how your complaint has been handled, you may ask for your complaint to be escalated. In that case, a senior member of our team, who was not directly involved in the original investigation, will review the matter. They will re-examine the evidence, consider any new information you provide, and issue a final response.
To help us manage complaints fairly and efficiently, we ask that you:
Provide accurate and complete information when raising a concern.
Allow reasonable time for us to investigate and respond.
Treat our staff with courtesy and respect throughout the process.
Follow any reasonable instructions about inspecting or photographing areas of concern.
All complaints are handled in confidence. Information you provide during the complaints process will be used only for investigating and resolving your complaint, improving our carpet and upholstery cleaning services, and meeting any legal or regulatory obligations. We handle all personal data in line with applicable data protection requirements.
We review complaints regularly to identify patterns, recurring issues and areas for improvement. Feedback from this process is used to adjust our training, equipment, cleaning products and customer service procedures, helping us to deliver a consistent and reliable service across all properties we attend.
Carpet Cleaning Brompton may update this Complaints Procedure from time to time to reflect changes in our services, operational practices or legal requirements. The most recent version of this procedure will apply to all new complaints from the date it is published.
(71)
