Rely on our professional carpet cleaners team in SW5 Earls Court to deal with any task in a way that will greatly impress you.
 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
At Carpet Cleaning Earls Court, we are committed to delivering reliable, high-quality cleaning services and professional customer care. We recognise that, on occasion, you may feel that our service has not fully met your expectations. This Complaints Procedure explains how you can raise a concern, how we will respond, and what you can expect from us at each stage.
The purpose of this procedure is to provide a clear, fair and consistent process for handling complaints from customers who use our carpet cleaning, upholstery cleaning, rug cleaning or related services. Our main aims are to resolve issues quickly, learn from feedback, and maintain high standards of service across our local area.
A complaint is any expression of dissatisfaction, whether written or verbal, about any aspect of our services or your experience with Carpet Cleaning Earls Court. This can include, but is not limited to:
Poor quality of cleaning work, such as missed areas or inadequate stain removal. Behaviour or conduct of a cleaning technician. Delays, late arrival or missed appointments. Issues with bookings, scheduling, or communication. Concerns about pricing or how charges have been explained. Any other matter where you feel we have not provided the service you reasonably expected.
We encourage you to raise any concerns as soon as possible so that we can put things right without delay.
You can make a complaint in the way that is most convenient for you. You may raise your concern verbally with the cleaning technician at the time of the visit, or you can contact our office team. You can also set out your complaint in writing if you prefer to have a clear record of what has happened.
When submitting a complaint, please provide the following details where possible: Your full name and the address where the cleaning was carried out. The date and approximate time of the service. A clear description of what went wrong or what you are unhappy with. Any photos or supporting information that will help us understand the issue. Your preferred outcome, for example a re-clean of specific areas or a review of charges.
We ask that all complaints be raised within a reasonable time after the service, ideally within 7 days, so that the situation can be properly assessed and any corrective action can be effective.
Once we receive your complaint, we will acknowledge it as soon as reasonably possible. Where you raise the matter verbally, the team member or technician you speak to will aim to resolve the issue immediately if they are able to do so. For written complaints, we will provide an acknowledgement after reviewing the details you have supplied.
If your complaint cannot be resolved immediately, it will be passed to a supervisor or manager for investigation. This may involve:
Reviewing appointment records and job notes. Speaking with the cleaning technician who attended your property. Considering before and after photos, where available. Assessing whether our usual processes and standards were followed.
During the investigation we may contact you to clarify any points, ask for further information, or arrange a revisit so we can inspect the areas of concern.
After the investigation, we will explain our findings and set out what we can do to resolve the matter. Depending on the circumstances, possible resolutions may include:
Arranging a re-clean of specific areas or the full service, where appropriate. Offering a partial refund or other financial adjustment. Providing an explanation and, where relevant, an apology. Explaining any limitations of the service, for example where a stain is permanent or a carpet is already damaged.
Our aim is to reach a fair and reasonable outcome that reflects the evidence available and the standards we have promised.
We will always aim to deal with your complaint as quickly as possible. While exact timeframes may vary depending on the complexity of the issue and the need for site revisits, we seek to:
Acknowledge receipt of your complaint promptly. Complete our investigation and provide a full response within a reasonable period. Keep you informed if we expect any delay in giving you a final outcome.
Where an urgent issue arises, such as significant dissatisfaction immediately after a visit, we will prioritise your case and attempt to resolve it at the earliest opportunity.
If you are not satisfied with the outcome at the first stage, you may request that your complaint is reviewed by a more senior member of our team. In doing so, please explain why you remain unhappy and what you believe would be a fair resolution.
The senior review will involve reassessing the information already collected and, where necessary, requesting additional details from you or from the staff involved. Following this review, we will provide a final response explaining our position and what further action, if any, we can take.
Every complaint is handled confidentially and with respect. We do not discriminate against any customer who raises a concern, and your future access to our services will not be affected by making a complaint. Our staff are trained to deal with complaints professionally and to focus on solutions rather than blame.
Complaints and feedback play an important role in helping Carpet Cleaning Earls Court maintain and improve our standards. Where our investigations identify that we could do better, we may:
Provide further training or guidance for our cleaning teams. Update our internal procedures, checklists and quality controls. Improve the way we communicate about our services, pricing and expectations. Review the products and equipment we use for local carpet and upholstery cleaning work.
We regularly review complaint patterns and outcomes to identify any recurring issues and ensure we continue to improve our service.
This Complaints Procedure is reviewed periodically to ensure it remains accurate, effective and in line with our commitment to high standards of customer service. Any updates will apply to future complaints from the date of publication.
If you have any questions about this procedure or are unsure how to raise a concern, you are welcome to contact our team for guidance on the best way to proceed.
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