We are committed in delivering always high-quality carpet cleaning services in Fulham, SW6 at highly affordable prices.
 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 aim to deliver reliable, high quality carpet and upholstery cleaning services in Fulham and surrounding areas. However, we recognise that occasionally things may not go as planned. This Complaints Procedure explains how you can raise a concern, how we will respond, and what you can expect from us throughout the process.
We take all feedback seriously, including complaints. Every concern raised is an opportunity for us to improve our service. Our commitments are to handle every complaint promptly, fairly and consistently; keep you updated at each stage; and do our best to resolve matters to your satisfaction wherever reasonably possible.
A complaint is any expression of dissatisfaction about our carpet, rug, upholstery or related cleaning services, or about the conduct of our staff or contractors, where you would like a response or resolution. This can include issues with cleaning quality, damage or suspected damage, missed or late appointments, conduct or behaviour of cleaning staff, invoicing or payment concerns, or any other aspect of the service that you feel has not met your expectations.
You may raise a complaint verbally or in writing. Whenever possible, we encourage you to speak to us as soon as you become aware of an issue, so that we can address it quickly. You can make a complaint by speaking directly to the cleaner on site at the time of service, contacting our office during normal business hours, or writing to us with a clear description of your concerns.
When making a complaint, please provide your full name, the property address where the service took place, the date and approximate time of the appointment, a clear description of the issue, and any photos, notes or other information that may help us understand what happened. The more detail you can provide, the quicker and more accurately we can investigate.
We ask that complaints about cleaning quality or visible results are raised within 24 hours of the service where reasonably possible. This allows us to accurately assess the condition of the areas cleaned and respond effectively. For issues such as suspected damage or other concerns that may not be immediately obvious, please contact us as soon as you become aware of the problem. We will consider complaints raised later than 24 hours, but our ability to investigate and offer certain remedies may be limited if there has been a significant delay.
Once we receive your complaint, we will acknowledge it as soon as reasonably possible. We will then assign a member of our team to review the details, speak to any staff involved and, where necessary, arrange to re-inspect the property. During the investigation we may request additional information, such as photographs, a brief written description of events, or access to the property to review the areas in question.
We aim to provide a full response within a reasonable timeframe, typically within ten working days, depending on the nature and complexity of the issue. If we need more time, we will inform you and explain the reasons for any delay.
After we have investigated your complaint, we will explain our findings clearly. Depending on the circumstances, possible resolutions may include a repeat clean of all or part of the area, a partial or full refund where appropriate, a credit towards future services, or an explanation and discussion where no fault is found but improvements can be made for the future.
If we conclude that the complaint relates to matters beyond our control, such as permanent pre-existing damage, heavy wear or staining that cannot be removed by professional cleaning, we will explain this clearly. Where we accept that our service fell below our standards, we will apologise and outline how we will prevent similar issues in the future.
If you are dissatisfied with the initial outcome, you may ask for your complaint to be reviewed by a senior member of our team. When requesting an escalation, please tell us which parts of the response you disagree with and what outcome you are seeking. The senior review will consider all available information, including any new details you provide, and issue a final position from our side.
Throughout the complaints process, we will treat you with respect and courtesy, keep your information confidential in line with data protection requirements, review the facts objectively and fairly, and record the outcome so that we can learn from it. We may also use anonymised complaint data to improve staff training, cleaning methods and customer communication across our carpet cleaning services in the local area.
To help us resolve your complaint effectively, we ask you to provide accurate and complete information, allow reasonable access to the property when a re-inspection or repeat clean is agreed, keep any communications polite and respectful, and raise concerns in a timely manner. Working together in this way gives us the best chance of putting things right.
We may update this Complaints Procedure from time to time to reflect changes in our services, our operating practices or relevant legal and industry standards. Any revised version will apply to future complaints and to ongoing matters where appropriate. You are welcome to ask for the latest version at any time.
If you have any questions about this Complaints Procedure or are unsure how to raise a concern about our carpet cleaning services in Fulham and nearby areas, please contact us and we will be happy to guide you through the process.
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