We know to make stains disappear with our amazin carpet cleaners in West Kensington, W14. 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 customers can raise concerns about any aspect of our carpet cleaning services in West Kensington and nearby areas, and how those concerns will be handled. Our aim is to respond to every complaint fairly, consistently and promptly, and to use feedback to improve our services.
This procedure applies to all domestic and commercial customers who have used our carpet cleaning or related services. It covers complaints about the quality of work, punctuality, conduct of cleaning staff, pricing clarity, and any other aspect of the service provided on site.
We encourage customers to raise issues as soon as possible so that we can investigate while the details are still recent and, where appropriate, take corrective action quickly.
We are committed to handling complaints in a way that is:
Fair: Every complaint is considered on its own facts, without discrimination or bias. We listen to the full circumstances before reaching any conclusion.
Transparent: We clearly explain the steps we will take, the timescales involved, and the reasons for any decision or outcome.
Timely: We acknowledge complaints promptly and aim to resolve most issues within a reasonable time frame, depending on the complexity of the matter.
Confidential: Information relating to complaints is treated with respect and kept as confidential as reasonably possible while we investigate.
You can raise a complaint verbally or in writing. To help us understand and address your concern effectively, please provide the following information where possible:
Your full name and, if relevant, the property address where the carpet cleaning took place.
The date of the service and any appointment reference you may have been given.
A clear description of what went wrong, including specific areas or items of concern.
Any photographs or notes that help illustrate the issue, such as areas not cleaned to the expected standard or any damage you believe occurred during the visit.
Your preferred outcome, for example a re-clean of specific areas, an explanation, or other resolution you consider reasonable.
Where a complaint is made verbally, our team member will record the details and may ask follow up questions to ensure we have a complete and accurate understanding of the issue.
We ask that complaints relating to the quality of carpet cleaning or visible results are raised within a short period after the service is completed. This allows us to assess the condition of carpets while it still reflects the work carried out and before they are subject to further wear, vacuuming or additional cleaning by third parties.
Concerns about staff conduct, timekeeping or access issues should be raised as soon as reasonably practicable after the appointment date.
Once we receive your complaint, the following steps will usually take place:
Acknowledgement: We will acknowledge your complaint and confirm that it is being reviewed. If any further information is needed at this stage, we will ask for it.
Initial Assessment: We will review the details, including the booking information, job notes, and any photographs or evidence you have provided.
Investigation: Where necessary, we may contact the cleaning team who attended your property to understand their account of the service provided. For more complex complaints, we may propose a revisit to inspect the carpets in person.
Outcome and Response: After completing our investigation, we will provide you with a clear response setting out our findings, any conclusions reached, and any proposed actions or remedies.
Our goal is always to reach a fair and proportionate outcome. Depending on the circumstances, potential remedies may include:
Providing advice or clarification where the issue arises from misunderstanding or limitations of the cleaning process.
Offering a targeted re-clean of specific affected areas, particularly where we agree that the standard initially delivered fell short of our normal expectations.
Providing a partial or, in rare cases, full refund where this is considered the most appropriate resolution.
Updating our procedures or staff training to reduce the chance of similar issues reoccurring.
Where we are unable to agree to the remedy requested, we will explain the reasons in full and may suggest an alternative resolution.
There may be circumstances where, after investigation, we conclude that the complaint cannot be upheld. This may occur, for example, where:
The condition of the carpet or upholstery is such that improvement is limited regardless of cleaning method, and this has been properly explained.
Damage or issues reported are not consistent with the techniques or equipment used, or appear to have arisen after our visit.
Essential preparation or aftercare instructions were not followed, and this has materially contributed to the issue.
Where we do not uphold a complaint, we will always give a clear explanation of how we reached that decision.
If you are not satisfied with the initial response to your complaint, you may ask for it to be reviewed at a higher level within the company. In doing so, please explain why you disagree with the initial outcome and provide any extra information that you feel has not been considered.
The escalated review will be carried out by someone not directly involved in the original handling of the complaint wherever possible. Following this review, we will issue a final response outlining our position.
Every complaint and expression of dissatisfaction is recorded and reviewed on a regular basis. We analyse this information to identify patterns, recurring issues, or areas where we can improve our carpet cleaning processes, customer communication, or staff training.
By following this Complaints Procedure, we aim to resolve individual issues fairly while continually enhancing the reliability and quality of carpet cleaning services we provide in West Kensington and surrounding locations.
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