We are the experts in carpet cleaning across Camden NW1, so do not hesitate and give us s call on 020 3540 8135 to get our great deals!
 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 Carpet Cleaning Camden can raise concerns about our carpet, rug, upholstery and related cleaning services, and how we will respond. We are committed to handling every complaint promptly, fairly and consistently, and to using all feedback to improve our services across the Camden and surrounding areas.
We aim to provide a professional and reliable cleaning service at all times. If something goes wrong, we want to know about it so we can investigate and put matters right where possible. We will treat every complaint seriously, respect your privacy, and keep you informed throughout the process.
We aim to:
Respond to initial complaints within a reasonable time frame, usually within five working days.
Investigate all concerns impartially and thoroughly.
Provide clear explanations and, where appropriate, offer suitable remedies.
Use the outcome of complaints to improve our systems, training and quality controls.
You can raise a complaint about any aspect of our services, including quality of cleaning, conduct of staff, punctuality, damage or loss, or communication issues. To help us investigate effectively, please provide as much detail as possible.
You may submit a complaint by:
Speaking to a member of staff on site at the time of service, where possible.
Contacting our customer service team and explaining the issue.
Writing to us with full details of your complaint.
When making a complaint, please include:
Your full name and contact details.
The date and address where the service was carried out.
A clear description of what went wrong and when it occurred.
Any supporting information, such as photographs of the issue or copies of relevant documents.
To review your complaint fairly and efficiently, we may need to request additional information. This could include access to the property to inspect the work carried out, further photographs, or clarification of events. We ask that you cooperate with any reasonable request so we can reach a conclusion as quickly as possible.
We aim to acknowledge your complaint within five working days of receiving it. In many cases, we will be able to resolve the issue within ten working days. If the matter is more complex or requires additional investigation, the process may take longer, but we will keep you updated on progress and expected timescales.
If we are unable to meet a suggested timescale, we will explain why and provide a revised timeframe for our response. Our goal is always to reach a fair outcome as soon as circumstances reasonably allow.
Once a complaint is received, we will log it in our internal system and assign it to an appropriate member of our team. The investigation may involve:
Reviewing booking records, job notes and staff reports.
Examining any photographs or evidence provided.
Speaking with the cleaning technicians involved.
Inspecting the work or the property, when necessary and practical.
We will consider all information provided by you and by our staff, along with any relevant policies, terms and conditions, and industry standards.
After completing our investigation, we will contact you with our findings and any proposed resolution. Depending on the nature and impact of the complaint, possible outcomes may include:
An explanation and, where appropriate, an apology.
Corrective work, such as a re-clean of affected areas when feasible.
A partial or full adjustment to charges in appropriate cases.
Changes to our internal procedures or staff training.
Any resolution offered will take into account the specific circumstances of the complaint, the condition of items before cleaning, and the agreed terms of service.
If your complaint relates to alleged damage or loss during a service, you should inform us as soon as possible, ideally within 24 hours of the work being carried out. This allows us to assess the situation while evidence is still available.
We may request photographs, receipts, or access to the affected item or area. Our technicians are trained to take care when working in homes and commercial premises, but some materials and existing conditions may carry inherent risks. We will carefully review the facts and will explain our conclusions clearly.
If you are not satisfied with the initial response, you may ask for your complaint to be reviewed by a more senior member of our team. When requesting an escalation, please set out why you disagree with the outcome and provide any additional information you would like us to consider.
We will then carry out a further review and provide you with a final response, explaining our decision and any further steps we can reasonably take.
To help us manage complaints effectively and fairly, we ask that you:
Provide accurate and complete information about the issue.
Raise concerns as soon as you become aware of them.
Allow us reasonable access to investigate, if required.
Treat our staff with respect and communicate in a courteous manner.
We reserve the right to cease communication where behaviour becomes abusive, threatening or unreasonable, while still fulfilling any legal obligations we may have.
All complaints and meaningful feedback are reviewed to identify patterns and areas where we can improve the delivery of carpet, rug and upholstery cleaning services. This may involve updating training, refining operational processes, or improving our customer communication.
By following this Complaints Procedure, Carpet Cleaning Camden aims to ensure that any concerns are handled transparently and constructively, supporting a high standard of service for our customers across the area.
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