Choose the most reliable cleaners in Haringey, N4 and get the best carpet cleaning service at price that won't break your bank balance.
 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 you can raise any concerns about the carpet and upholstery cleaning services you receive and how we will respond. Our aim is to resolve issues fairly, promptly and in a way that restores your confidence in our work.
We are committed to providing reliable, professional carpet cleaning and related services. If something goes wrong, we want to know about it so that we can put it right and improve our service. Every complaint is treated with respect, taken seriously and handled in a consistent way.
All complaints are recorded, reviewed and used to help us improve our cleaning processes, staff training and communication with customers.
This procedure applies to complaints about our carpet cleaning, upholstery cleaning, rug cleaning and related services, including:
Issues with the quality of cleaning work, conduct or behaviour of our staff, punctuality and reliability of appointments, damage or suspected damage to items or property, and administrative matters such as booking, invoicing or communication.
It does not cover disputes with third parties, matters outside our control such as issues caused by pre-existing damage or wear, or general enquiries or feedback that do not involve dissatisfaction.
You can make a complaint as soon as you become aware of a problem. The sooner you contact us, the easier it is for us to investigate and respond effectively.
You may submit your complaint in writing or by speaking to a member of our team. When making a complaint, please provide:
Your full name, the address where the service was carried out, the date and approximate time of the service, a clear description of what went wrong, and any relevant supporting details such as photographs or notes about conversations with staff.
Written complaints help us ensure that all details are correctly recorded, especially where there are concerns about damage or heavily soiled carpets that did not clean as expected.
If you notice an issue while our cleaners are still on site, please raise it with them immediately. Many problems can be resolved on the spot, for example:
Re-cleaning an area that has been missed, addressing visible streaks or marks, or explaining realistic expectations for stains that cannot be fully removed due to age, fibre type or prior damage.
If the issue cannot be resolved during the visit, or if you only notice a problem after the team has left, you can still follow the formal complaint process described in this document.
Once we receive your complaint, we will acknowledge it as soon as reasonably possible. In our acknowledgement we will confirm that we have received your complaint, outline the next steps and provide an estimated timescale for our response.
If we need more information to understand the issue fully, we may contact you to clarify details or request supporting evidence such as photographs or written descriptions.
Complaints are investigated by a supervisor or manager who was not directly responsible for the original work where possible. The investigation may include:
Reviewing your complaint and any supporting evidence, speaking with the cleaning operatives involved, reviewing job notes, checklists and booking information, and, where appropriate, arranging a follow up visit to inspect the carpets or upholstery.
We will consider all relevant information and aim to reach a fair and balanced conclusion based on the evidence available.
After completing our investigation, we will explain our findings to you, including whether your complaint is upheld in full, in part, or not upheld. We will also outline any actions we propose to take. These may include:
Offering a re-clean of the affected area where appropriate, providing guidance on maintenance or additional treatment options, offering a partial or full refund where justified, and explaining why a particular result could not reasonably be achieved, for example due to permanent staining or pre-existing wear.
Our response will aim to be clear, respectful and based on the facts gathered during the investigation.
We aim to acknowledge all complaints promptly and to provide a full response within a reasonable timeframe, taking into account the nature and complexity of the issue. In some situations, for example where a site visit or specialist assessment is required, the process may take longer. If we need more time, we will let you know and keep you updated.
If you are not satisfied with our initial response, you may ask for your complaint to be reviewed by a senior member of our management team. When requesting an escalation, please explain why you remain dissatisfied and what outcome you are seeking.
The senior reviewer will re-examine the case, including the original complaint, the investigation and the response. They may contact you for further information before making a final decision. This final decision will be communicated to you together with the reasons for it.
To help us resolve your complaint effectively, we ask you to:
Report issues as soon as reasonably possible after the service, provide accurate and complete information, allow us access to the property for inspections where needed, and treat our staff with courtesy throughout the process.
We reserve the right to discontinue engagement with any person who behaves in an aggressive, abusive or threatening manner towards staff.
All information you provide in connection with a complaint is handled in line with applicable data protection requirements. Details of your complaint will only be shared with staff members who need them in order to investigate and resolve the matter. We keep records of complaints securely for internal monitoring and quality improvement.
We review complaints regularly to identify patterns, training needs and opportunities to improve our carpet cleaning services and customer care. Feedback, including complaints that have been resolved, helps us refine our methods, equipment choices and communication with customers.
This Complaints Procedure may be updated periodically to reflect changes in our services, internal processes or applicable guidelines. The version published here represents our current approach to handling customer complaints.
(62)
