By choosing to hire us on 020 3743 8596 you will get the best carpet cleaning prices in Hammersmith.
 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 Hammersmith receives, records, investigates and resolves complaints relating to our carpet, rug, upholstery and related cleaning services. Our aim is to deal with all concerns promptly, fairly and consistently, and to use feedback to improve the service we provide in Hammersmith and nearby areas.
We are committed to delivering reliable, professional cleaning and responsive customer care. If something goes wrong, we want to know about it and put it right where possible. Every complaint will be treated seriously, handled confidentially and reviewed by an appropriate person within our company.
We strive to:
• Make our complaints process clear and accessible
• Acknowledge complaints within a reasonable timescale
• Investigate issues impartially and based on available evidence
• Offer a timely response with an explanation and, where appropriate, a resolution or remedy
• Learn from complaints to improve our carpet cleaning services and customer experience
This procedure applies to complaints about:
• The quality of carpet, rug, mattress or upholstery cleaning work
• Conduct, attitude or behaviour of our cleaning technicians or office staff
• Missed or significantly delayed appointments
• Damage to property or belongings allegedly caused during a cleaning visit
• Issues with quotes, invoices, payments or changes to bookings
• Health and safety concerns linked to our work or cleaning products
This procedure does not cover issues that are outside our reasonable control, such as pre-existing damage or wear, permanent staining that cannot be removed by professional cleaning methods, or problems caused by failing to follow aftercare advice.
You can make a complaint in writing or verbally. We encourage written complaints wherever possible, as this helps us keep accurate records and investigate thoroughly. When making a complaint, please provide as much detail as you can, including:
• Your full name
• The service address
• The date and approximate time of the cleaning visit
• A description of the issue and what happened
• Any relevant photographs or documents you wish to share
• How you would like us to resolve the matter, if you have a preferred outcome
If you make a verbal complaint, we may ask you to confirm key details in writing so that we can ensure we have correctly understood the issue.
We ask that complaints are raised as soon as reasonably possible after the event. Ideally, any concerns relating to the quality of cleaning work or potential damage should be reported within 48 hours of the service taking place, so we can inspect the area while the evidence is fresh.
Complaints raised after a significant delay may be more difficult to investigate or verify. However, we will still review the information you provide and respond as fairly as we can based on the available evidence.
Once we receive your complaint, we will follow these stages:
1. Acknowledgement
We aim to acknowledge your complaint within a reasonable period of receiving it. The acknowledgement will outline the next steps and, where possible, indicate expected response times.
2. Initial review
We will review the details of your complaint, discuss it with any team members involved and gather relevant information such as job records, photographs, cleaning notes and product details.
3. Investigation
If needed, we may contact you for further information, request additional photos, or arrange a site visit to inspect the carpets, rugs or upholstery. Site visits allow us to assess the condition of the items and consider possible causes of the problem.
4. Response and outcome
After the investigation, we will provide a clear response outlining our findings, any factors that have influenced our decision, and the outcome we are proposing. Where appropriate, this may include corrective work, a partial refund, a goodwill gesture or an explanation of why no further action can reasonably be taken.
Depending on the nature and circumstances of the complaint, possible outcomes may include:
• An apology and explanation
• Additional or repeat cleaning of specific areas
• Guidance or aftercare advice to address remaining issues
• A reduction or partial refund of the service cost
• Referral to our insurers in the event of confirmed damage that falls within policy terms
• No further action, if we reasonably conclude that the complaint is not upheld
Any resolution will take into account the scope of work originally agreed, the condition of the items prior to cleaning, the limitations of professional cleaning, and any relevant terms and conditions accepted at the time of booking.
If you are not satisfied with the initial outcome, you may ask for your complaint to be reviewed by a more senior member of our team. When requesting an escalation, please explain why you are unhappy with the initial response and what you are seeking as a resolution.
The escalated review will consider all available information, including any new evidence you wish to provide, and will aim to reach a final decision. That decision will be communicated to you clearly and will usually represent the final position of Carpet Cleaning Hammersmith on the matter.
We expect all parties to act respectfully and reasonably throughout the complaints process. Our team will be polite and professional, and we ask that customers communicate with us in the same spirit. Abusive, threatening or discriminatory behaviour towards our staff will not be tolerated and may lead to us withdrawing services.
We will always aim to deal with genuine complaints constructively, but we are not obliged to accept claims that are dishonest, unsupported by evidence or clearly outside our responsibility. In all cases, we will explain our reasoning as clearly as we can.
Complaints and feedback play an important part in helping us improve the way we deliver carpet and upholstery cleaning services in Hammersmith and surrounding districts. We routinely review the issues raised, identify patterns and, where necessary, adapt our training, procedures and quality controls to reduce the likelihood of similar problems arising in future.
By following this complaints procedure, we aim to provide a fair, transparent and efficient route for resolving any concerns you may have about our services.
(72)
