Take advantage of our excellent carpet cleaning deals in Westminster, SW1. Give us a call on 020 3743 8596 get a free quote!
 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
Carpet Cleaning Westminster is committed to providing reliable, professional carpet and upholstery cleaning services. We understand that, on occasion, customers may feel that our service has not met their expectations. This Complaints Procedure explains how you can raise a concern, how we will respond, and the steps we take to resolve matters promptly and fairly.
The purpose of this procedure is to give all customers a clear and straightforward route to express dissatisfaction. It sets out how we receive, record, investigate, and resolve complaints about any aspect of our cleaning services, including carpet cleaning, upholstery cleaning, stain removal, and associated work.
We treat every complaint seriously and use the information we receive to improve our services and staff training, helping us to maintain a high standard of cleaning across our service area.
A complaint is any expression of dissatisfaction about the standard of work, the conduct of our staff or contractors, the way a service was delivered, or the information you received from us. Complaints may include, but are not limited to:
Issues with the quality of carpet or upholstery cleaning, such as remaining stains or inadequate results. Concerns about punctuality, behaviour, or professionalism of cleaning technicians. Disputes about pricing, quotations, or the scope of work agreed. Problems arising during or after the visit, such as damage or disruption related to our services.
You are encouraged to raise your concerns as soon as possible so that we can address them quickly and effectively.
You may raise a complaint verbally or in writing. You can speak to a member of our team during or after your appointment, or contact our office to explain the issue in more detail. When making a complaint, please provide the following information so we can assist you efficiently:
Your full name and the address where the cleaning took place. The date of the service and, if known, the time slot. A clear description of what went wrong, including the area or items cleaned. Any relevant information about access, pre-existing conditions, or special requests made.
Supplying photographs or other evidence of the issue can help us understand and resolve the matter more quickly, especially where cleaning results or possible damage are concerned.
Although we will always consider genuine complaints raised later, we ask that concerns about cleaning results or potential damage are reported as soon as reasonably possible, preferably within 48 hours of the service. Carpets and soft furnishings can be used, vacuumed, or treated after a visit, which may change conditions on site, so timely reports allow us to carry out a fair assessment.
Once we receive your complaint, we will follow a structured process to ensure it is handled consistently and fairly.
We will record your complaint in our internal system. If the complaint is made in writing, we will acknowledge it within a reasonable period, confirming that it has been received and is being reviewed.
We will review the details you have provided, including job notes, cleaning methods used, products applied, and any risk assessments carried out before the work. If anything is unclear, we may contact you to request further information or clarification.
A manager or senior member of staff will investigate your complaint. This may include discussing the matter with the cleaning technician who attended the property, reviewing photographs, or, where appropriate, arranging a revisit to inspect the carpets or furnishings.
Our aim is to establish what happened, identify whether our standards or procedures were not followed, and consider whether the outcome could reasonably have been foreseen or avoided.
After the investigation, we will provide you with a clear response explaining our findings, any conclusions reached, and the steps we propose to take. Outcomes may include, where appropriate:
A follow-up visit to re-clean specific areas or items. Guidance on aftercare to improve or maintain results. A goodwill gesture where we consider it appropriate in the circumstances. An explanation where we believe the work was carried out with reasonable care and skill and no fault is found.
We aim to resolve most complaints within a reasonable timeframe, depending on the complexity of the issue and the need for any site visits.
If you are unhappy with the proposed resolution, you may request that the complaint is reviewed by a more senior member of our team. During this review, we will re-examine the information you have provided, the steps already taken, and whether any additional actions are possible or appropriate.
Following this review, we will provide a final response outlining our position and any further steps we can reasonably take.
We handle all complaints impartially, and we ask that customers treat our staff and contractors with courtesy throughout the process. Abusive, threatening, or unreasonable behaviour may limit the ways in which we can communicate, but will not prevent us from considering legitimate concerns about our carpet and upholstery cleaning services.
Every complaint is an opportunity for us to learn and improve. We regularly review complaint trends, outcomes, and customer feedback to refine our cleaning methods, staff training, customer communication, and safety procedures. This helps us maintain a reliable and professional carpet cleaning service for residents and businesses within our operating area.
All complaints are handled in line with our data protection responsibilities. Details of your complaint will be shared only with staff who need the information to investigate and resolve the matter. We retain complaint records for an appropriate period for quality monitoring, training, and legal purposes.
You may contact us using the communication details provided on our website or in your booking confirmation. Please clearly state that you are making a complaint and provide as much relevant information as possible so that we can assist you promptly and fairly.
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