Take a full advantage of our unbeatable carpet cleaning prices in Tufnell Park, N7.
 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 of our carpet cleaning services in Tufnell Park and surrounding areas can raise concerns, and how we will handle and resolve them. Our aim is to deal with every complaint fairly, consistently and as quickly as possible, while using feedback to improve our services.
We are committed to providing reliable and professional carpet, upholstery and rug cleaning services. If something goes wrong, we want to know about it so we can investigate, put things right where possible, and prevent similar issues from happening again. We treat all complaints seriously and handle them with respect and confidentiality.
This procedure applies to all complaints about our cleaning services, including but not limited to:
Service quality and standards, including cleaning results and workmanship.
Punctuality, conduct or behaviour of our cleaning staff.
Damage to property or items during a visit.
Booking, scheduling, or access issues at your home or premises.
Invoicing, pricing, and payment disputes.
Health and safety concerns related to our work or products used.
If you are unsure whether your concern falls under this procedure, you can still raise it with us and we will advise you on the next steps.
You may raise a complaint verbally or in writing. While we accept complaints in any reasonable form, we encourage you to put them in writing where possible, as this helps us understand the issue clearly and maintain a full record.
When making a complaint, please provide the following details where you can:
Your full name and the address where the service was carried out.
The date of the service and any relevant booking reference.
A clear description of what went wrong and when it occurred.
Details of any conversations already held with our staff about the issue.
Any supporting information, for example photos of damage or problem areas.
What outcome you are seeking, such as rectification work, an explanation, or a review of charges.
To help us investigate effectively, we ask that you raise any complaint as soon as reasonably possible after the issue arises. For concerns related to the quality of cleaning or visible results, we recommend you contact us within 48 hours of the service so that we can inspect the work while conditions are unchanged.
Complaints raised after a significant delay may be more difficult to assess, particularly where carpets and furnishings have since been used, treated, or cleaned by others. However, we will still review late complaints and respond in line with this procedure.
Stage 1: Initial response. Once we receive your complaint, we will acknowledge it and record the details. Depending on the nature of the complaint, we may request further information to ensure we fully understand the issue. Our goal is to provide this initial acknowledgement within a reasonable time.
Stage 2: Investigation. A member of our management or senior team will review your complaint. This may include speaking to the cleaning technicians involved, checking job records and photographs, and if appropriate arranging a visit to your property to inspect the work or any reported damage.
Stage 3: Outcome and proposed resolution. After the investigation, we will inform you of our findings and any proposed actions. Possible outcomes may include an apology, an explanation, a repeat or corrective clean, a partial or full adjustment of charges, or another solution that we consider fair in the circumstances.
We aim to resolve complaints as quickly as possible. More complex matters, such as alleged damage to property or disputes over extensive work, may take longer while we collect and review all relevant information.
Where we accept that our service has fallen below our usual standards, we will take appropriate remedial steps. These may include:
Returning to re-clean specific areas that did not meet agreed expectations, where this is practical and safe.
Reviewing and, if suitable, adjusting an invoice where you have been incorrectly charged.
Considering a goodwill gesture in cases of inconvenience caused by our actions.
Reviewing and improving our staff training, procedures or products where recurring issues are identified.
In cases where damage is alleged, we will assess the condition and type of carpet or furnishing, manufacturer recommendations, pre-existing wear, stains or weaknesses, and the techniques and solutions used. Any remedy will take these factors into account.
To help us handle your complaint fairly and efficiently, we ask that you:
Provide accurate and complete information about the issue.
Allow us reasonable access to the property to inspect and, where agreed, to carry out corrective work.
Do not attempt further cleaning or repairs in the affected area without discussing this with us first, as it may affect our ability to assess the situation.
Treat our staff with courtesy. We do not tolerate abusive, threatening or discriminatory behaviour.
All complaints are handled in confidence and information is shared only with those who need it to investigate and resolve the matter. We will store complaint records securely and only for as long as is necessary for legal, regulatory and quality assurance purposes. Any personal data processed in connection with a complaint will be handled in line with applicable data protection requirements.
Every complaint, query and suggestion is an opportunity for us to review and improve our carpet cleaning services across Tufnell Park and the surrounding area. We regularly review complaint records to identify patterns, training needs and areas where our systems or communication can be strengthened, helping us deliver a consistently high level of service to all customers.
This complaints procedure is reviewed periodically to ensure that it remains clear, fair and effective. We may update it from time to time to reflect changes in our services, working practices, or relevant legal and industry requirements.
If you have any questions about this complaints procedure or how it applies to a particular concern, you can contact us and we will be happy to explain the process in more detail.
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