Avail yourself to the best prices on carpet cleaning services in Tooting.
 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 our carpet and upholstery cleaning services and how we will respond. Our aim is to resolve issues fairly, promptly and transparently, while using your feedback to improve our services across the local area we cover.
We are committed to providing reliable, professional cleaning services and clear communication at every stage. If something goes wrong, we want to know about it. We treat all complaints seriously and handle them in a respectful, objective and non-discriminatory manner.
We will always aim to:
Respond as quickly as reasonably possible, keep you informed throughout the process, investigate thoroughly and impartially, and offer a clear outcome and explanation in plain language.
This procedure applies to complaints about our carpet cleaning, rug cleaning, upholstery cleaning and related services, including:
Quality of cleaning work, punctuality or conduct of staff, damage to property or items, communication or booking issues, and pricing or invoicing concerns.
This procedure does not cover matters that are better dealt with through emergency services, legal claims handled by insurers, or complaints about third party services not arranged by us.
You can raise a complaint verbally or in writing. To help us investigate efficiently, please provide as much detail as you can, including your full name, the property address where the service took place, the date and approximate time of the service, a clear description of the issue and what you would like us to do to put things right.
Where possible, we encourage you to raise any concerns as soon as you become aware of them, ideally within a reasonable time after the service. This helps us investigate more effectively, especially in relation to the condition of carpets, upholstery or any alleged damage.
Most concerns can be resolved quickly at the first point of contact. If you are not satisfied with the service on the day, please tell the cleaning technician or our office as soon as possible.
At this stage we will:
Listen to your concerns and gather key information, check the details of your booking and any notes from the team, explain what we can do immediately, for example arranging a re-clean where appropriate, and agree next steps and timeframes with you where an immediate solution is not possible.
If the issue is resolved at this stage, the complaint will be logged and closed, and we may follow up with you to confirm that you are satisfied with the outcome.
If your complaint cannot be resolved at Stage One, or if you remain dissatisfied, you may request a formal investigation.
Once we receive your formal complaint, we will:
Acknowledge receipt within a reasonable timeframe, usually within a few working days, review all available information including job records and staff statements, request further details or evidence from you if needed, such as photographs or receipts, and assess the complaint fairly, considering our terms of service and any guarantees offered.
We aim to provide a full written response once the investigation is complete. If for any reason we need longer, we will explain the reasons for the delay and let you know when you can expect an outcome.
After our investigation, we will provide a clear explanation of our findings and the decision we have reached. Outcomes may include:
An apology and explanation, additional cleaning or remedial work, a partial or full refund where appropriate, or a decision that no further action can be taken, with reasons.
Where damage is alleged, we may ask for evidence such as photographs, reports or quotes. In some cases, we may involve our insurers or request an independent assessment.
If you remain dissatisfied after we have completed our formal investigation and provided a final response, you can let us know why you disagree and provide any new information you believe is relevant. We will review your comments and confirm whether any further internal review is possible.
Once our internal process is complete, we will confirm that you have received our final position. At that stage, any further steps would be a matter between you, any relevant third parties and, where applicable, your own advisers.
We aim to acknowledge complaints promptly and to resolve most issues within a reasonable timeframe. Some matters, such as those involving potential insurance claims or external assessments, may take longer. In such cases, we will keep you updated on progress and expected timescales.
All complaints are handled in confidence. Information is shared only with those who need it to investigate and resolve your complaint. We handle your personal data in line with applicable data protection legislation and retain complaint records only for as long as necessary for legal, regulatory and quality assurance purposes.
We value all feedback, whether positive or negative. Complaints help us identify areas where our carpet and upholstery cleaning services can be improved, from staff training and equipment maintenance to booking processes and communication. We review complaint trends regularly and use them to enhance the service we provide to customers across our service area.
If you need help to make a complaint, or require information in a different format or with additional support, please let us know. We will do our best to make our complaints process accessible and straightforward for all customers.
This complaints procedure is reviewed regularly to ensure it remains clear, fair and effective. The version published here reflects our current approach to handling complaints about our services.
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