Check out our revolutionary low prices on carpet cleaning we provide our Maida Vale customers with.
 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 our carpet, upholstery and related cleaning services, and how we will handle those concerns. Our aim is to resolve issues quickly, fairly and consistently, while continually improving the quality of our work across the Maida Vale area and surrounding neighbourhoods.
We are committed to providing a professional and reliable cleaning service. If something goes wrong, we encourage you to tell us so we can put it right and prevent a recurrence. We will treat every complaint seriously and handle it in a respectful, confidential and non-discriminatory manner.
We will make every reasonable effort to:
Respond promptly to your concerns, usually within a clearly stated timeframe.
Investigate the matter thoroughly and objectively.
Explain our findings and any decisions in clear and simple language.
Provide appropriate remedies where a complaint is upheld.
This procedure applies to complaints about our carpet cleaning, upholstery cleaning, rug cleaning and related services carried out in homes and commercial premises. It covers issues such as service quality, punctuality, staff behaviour, miscommunication, or any other concern directly connected to the services we provide.
This procedure does not cover disputes relating to matters outside our control, such as pre-existing damage, natural wear and tear, or incidents caused by third parties. However, if you are unsure whether your concern is covered, you should still raise it and we will clarify how we can assist.
You can make a complaint in writing or verbally. To help us deal with your complaint efficiently, please provide as much relevant information as possible, including:
Your full name and the address where the service was carried out.
The date and approximate time of the cleaning appointment.
A clear description of what went wrong and how it has affected you.
Any photographs, notes or other information that may help us understand the issue.
Any steps you have already taken to resolve the matter with our staff on site.
When we receive your complaint, we will register it in our internal system. We will acknowledge receipt within a reasonable timeframe, normally within three working days. Our acknowledgement will confirm that your complaint has been logged and explain the next steps, including the expected timescale for a full response.
If we require further information to investigate your concerns properly, we may contact you to ask for clarification or additional details. Providing this information promptly will help us resolve your complaint more quickly.
Your complaint will be reviewed by a senior member of our team who was not directly involved in the original service, whenever possible. They will gather all necessary information, which may include:
Reviewing job notes and service records relating to your appointment.
Speaking with the cleaning technicians who attended your property.
Considering any photographs, videos or other documents supplied.
Where appropriate, proposing a follow-up visit to inspect the work in person.
Once the investigation is complete, we will provide a written or verbal response setting out:
Our understanding of your complaint.
The findings of our investigation.
Whether your complaint is upheld in full, in part, or not upheld.
Any actions we will take to resolve the matter.
If your complaint is upheld, we will seek to offer a fair and proportionate remedy. Depending on the circumstances, this may include one or more of the following actions:
A repeat or partial repeat of the cleaning service at no additional cost.
A partial or full adjustment of the service charge, where appropriate.
Providing guidance on aftercare, maintenance or further treatment options.
Taking internal action with staff to prevent similar issues in the future.
Where a complaint is not upheld, we will explain our reasons clearly. Even where we do not agree that the service fell below an acceptable standard, we may still use your feedback to improve our processes and communication.
If you are not satisfied with our initial response, you may request that your complaint be reviewed at a higher level within our organisation. Please clearly state why you remain dissatisfied and what outcome you are seeking. A different senior representative will then re-examine the complaint, the investigation and the decision reached.
Following this review, we will provide you with a final response. This will outline any additional findings and confirm whether our original decision is upheld or altered. This internal review stage aims to ensure that your concerns have been fully considered.
To help ensure that we can investigate effectively, we ask that complaints are raised as soon as possible after the service has taken place. Many issues related to cleaning results are easier to assess when reported promptly. While we will always consider complaints raised in good faith, delays in notifying us may affect our ability to verify certain details or provide specific remedies.
All complaints are recorded and monitored. We regularly review complaint data to identify patterns, recurring issues or areas where staff may require additional training. This helps us to improve our carpet cleaning services in Maida Vale and neighbouring areas, and to maintain consistent standards of quality and customer care.
Your complaint will be handled in confidence and shared only with staff who need the information to investigate and respond. Any personal information you provide will be processed in line with applicable data protection principles and will be used only for managing your complaint and improving our services.
We aim to make this Complaints Procedure accessible and easy to understand for all customers. If you have any specific communication needs, please let us know when raising your complaint so that we can make reasonable adjustments, such as providing information in alternative formats or arranging for a preferred method of contact.
Your feedback is essential to helping us maintain and improve the quality of our cleaning work. We encourage customers across the Maida Vale area to share both positive and negative experiences so we can continue to refine our services. By following this Complaints Procedure, we will work with you to resolve issues fairly and to restore your confidence in our carpet and upholstery cleaning.
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