Get first time offered carpet cleaning services in Kentish Town, NW5. 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
We are committed to delivering reliable, high quality carpet and upholstery cleaning services across Kentish Town and the surrounding areas. However, we recognise that on occasion you may feel that our service has not met your expectations. This Complaints Procedure explains how you can raise a concern, how we will handle it, and the standards you can expect from us at every stage.
We aim to resolve all complaints fairly, promptly and transparently. Every concern is taken seriously, whether it relates to cleaning quality, punctuality, conduct of staff, pricing, communication or any other aspect of our work. We will use the information you provide to investigate the issue, put things right where we can, and improve the way we deliver our services in Kentish Town.
A complaint is any expression of dissatisfaction about our carpet, rug, upholstery or related cleaning services, where you would like a response or resolution. This may include, but is not limited to:
Cleaning results not meeting reasonable expectations or agreed standards.
Damage or alleged damage to property or items during a visit.
Missed or significantly delayed appointments without satisfactory notice.
Concerns about the behaviour, attitude or professionalism of our staff.
Disputes regarding quotations, invoices, or how charges have been applied.
Poor communication or failure to follow agreed instructions.
You can raise a complaint in writing using any of our usual contact methods published on our website or documentation. When you contact us, please provide as much detail as possible so we can fully understand the issue. The following information is particularly helpful:
Your full name and the address where the cleaning was carried out.
The date and approximate time of the appointment.
A clear description of what went wrong or what you are unhappy about.
Any relevant photographs, where the complaint relates to cleaning quality or damage.
Any steps you would like us to consider to resolve the matter.
We encourage you to contact us as soon as possible after the issue arises. Timely complaints help us investigate more thoroughly and reach a fair outcome.
Once we receive your complaint, we will record it in our internal system and assign it to a member of our management team. We aim to acknowledge your complaint within two working days. This acknowledgement will confirm that we have received your concerns and will outline the next steps and expected timescales for our investigation.
The manager responsible for your complaint will review the details you have provided, speak with any staff involved, and, where appropriate, examine appointment records, condition reports or photographs. We may contact you for further clarification if anything is unclear.
In most cases, we aim to provide a full written response within ten working days of acknowledging your complaint. If the matter is complex or requires additional time, we will inform you and provide an updated timescale.
Our written response will normally include:
A summary of the complaint as we understand it.
Details of the investigation carried out.
Our findings and conclusion.
Any offer of remedial action or goodwill gesture, where appropriate.
If you are not satisfied with our Stage Two response, you may request that your complaint be reviewed by a senior manager. You should do this in writing, explaining why you remain dissatisfied and what outcome you are seeking.
The senior manager will reconsider the complaint, review the previous investigation and, if necessary, gather further information. We aim to provide a final written response within ten working days of receiving your escalation request, or will notify you if more time is required.
The final response will set out our position and any further action we will take. This represents the conclusion of our internal complaints process.
Where our investigation shows that our service in Kentish Town has fallen below the standards you should reasonably expect, we will look to put matters right. Depending on the circumstances, this may include:
Offering a re-clean of the affected areas.
Providing a partial or full refund of the cleaning charges.
Contributing to or covering the reasonable cost of repairs, where damage has been caused by our proven negligence.
Providing an explanation, training for staff, or process changes to prevent a recurrence.
Any remedies will reflect the nature of the complaint, the evidence available, and the extent of any loss or inconvenience you have suffered.
To help us resolve complaints fairly and efficiently, we ask that you:
Report issues as soon as reasonably possible after the service.
Give us a fair opportunity to inspect any alleged damage or unsatisfactory work before repairs or alternative cleaning are arranged.
Provide accurate and complete information about what has happened.
Treat our staff with respect while we work to resolve your concerns.
All complaints are handled in confidence. Information you provide will only be shared with staff who need it to investigate and respond, or where we are required to disclose information by law. We will store complaint records securely and only for as long as necessary to manage your case and meet our legal obligations.
We review complaints regularly to identify recurring issues or trends in our carpet cleaning services in Kentish Town and nearby areas. This helps us to enhance training, refine our cleaning methods, and improve communication so that future customers benefit from a consistently high standard of service.
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