When it comes to dealing with carpet cleaning in Hounslow, TW3, give 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 you can raise a concern about any aspect of our carpet, upholstery, or related cleaning services, and how we will respond. We aim to provide a professional, reliable, and courteous service at all times. When something goes wrong, we want to know about it so we can put matters right and improve our service.
Carpet Cleaning Hounslow is committed to handling all complaints fairly, consistently, and in a timely manner. We will always treat you with respect and will not discriminate against you for raising a concern. Your complaint will be taken seriously, investigated thoroughly, and used as an opportunity to improve our work practices where necessary.
A complaint is any expression of dissatisfaction, whether oral or written, about our cleaning services, staff conduct, pricing transparency, or any aspect of our communication and customer service. This can include, but is not limited to:
1. Concerns about the quality of cleaning carried out on carpets, rugs, upholstery, or other items.
2. Damage or alleged damage to property or belongings during a cleaning visit.
3. Missed or significantly delayed appointments without adequate explanation.
4. Behaviour or attitude of our cleaning technicians or office staff.
5. Disagreement about invoices, quotations, or charges where you believe we have not explained costs clearly.
We encourage you to raise your concerns as soon as possible after the issue occurs so we can investigate promptly while the details are still clear.
You can make a complaint using any of the following methods:
1. Speak directly to the cleaning technician on site, where appropriate and safe to do so.
2. Contact our customer service team using the usual communication channels provided at the time of booking.
3. Write to us, providing your full name, service address, date of the clean, and a clear description of the problem.
When submitting a complaint, please include as much detail as possible, such as dates, times, the areas cleaned, what went wrong, and what you would like us to do to resolve the issue. Photographs of the issue, where relevant, can also assist our investigation.
We follow a clear, multi-stage process to ensure your complaint is dealt with efficiently.
Once we receive your complaint, we will acknowledge it as soon as reasonably possible. Where your complaint is made verbally during or immediately after a visit, our staff member will try to resolve it on the spot or will refer it to a supervisor or manager if it cannot be resolved immediately.
A member of our management or customer care team will review the details of your complaint. This may involve:
1. Speaking to the cleaning technician or team who attended your property.
2. Reviewing job sheets, notes, and any photographs taken before or after the work.
3. Requesting further information or evidence from you, if needed, to fully understand the issue.
We aim to complete this initial review within a reasonable time frame, depending on the complexity of the case.
Where an issue appears complex or potentially involves damage or a significant service failure, we will conduct a more detailed investigation. Following this, we will provide you with a written or clearly communicated response explaining:
1. What we have understood your complaint to be.
2. The steps we took to investigate it.
3. Our findings based on the information available.
4. Any remedies or actions we propose to take.
Our aim is always to reach a fair and reasonable resolution. Depending on the circumstances, this may include one or more of the following:
1. Offering to re-clean the affected area or item.
2. Providing guidance on aftercare or maintenance to address minor issues.
3. Adjusting an invoice where a genuine billing error is identified.
4. Offering a partial or full refund where appropriate and justified.
5. Providing a formal apology and explanation.
Any proposed remedy will take into account the nature of the service, the condition of the items prior to cleaning, any limitations explained at the time of booking, and industry-standard cleaning practices.
If you are unhappy with how your complaint has been handled at the first stage, you can ask for a further review by a senior member of our team. When doing so, please explain why you disagree with the original decision and provide any additional information you feel is important.
The senior review will focus on whether the complaints process was followed correctly, whether the investigation was reasonable, and whether the outcome was fair in light of our terms and the nature of the service. After this review, we will provide a final response setting out our position.
To allow for proper investigation, we ask that complaints about cleaning quality or visible results are made within a short period after the service, ideally within a few days. Complaints about alleged damage should be reported as soon as possible after you notice the issue. Delays in reporting may affect the evidence available and the options for resolution.
We keep records of all complaints, investigations, and outcomes. This helps Carpet Cleaning Hounslow to:
1. Identify patterns or recurring issues in our services.
2. Provide additional training to staff where necessary.
3. Review and update our procedures, equipment, or cleaning products.
4. Enhance the overall quality and reliability of our cleaning services.
All complaints are handled in confidence. Information you provide will only be shared with staff who need it to investigate and resolve the issue. We handle all personal information in line with applicable data protection principles.
This Complaints Procedure is reviewed regularly to ensure it remains clear, fair, and effective. Carpet Cleaning Hounslow reserves the right to amend this procedure where necessary, while continuing to treat all customers with transparency, respect, and professionalism.
(77)
.jpg)