We have the greatest deals on carpet cleaning in Chiswick W4, don't waste time and give us a call on 020 3743 8596!
 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 Chiswick is committed to providing professional, reliable and consistent cleaning services. We recognise that, on occasion, a client 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 what you can expect from us at each stage.
We treat all complaints seriously and see them as an opportunity to review and improve our carpet, rug and upholstery cleaning services. Our aims are to:
Listen carefully and understand your concern in full.
Respond promptly, politely and fairly.
Investigate the matter thoroughly and objectively.
Offer an appropriate solution or explanation.
Use the outcome to improve our services and staff training.
A complaint is any expression of dissatisfaction about our cleaning services, conduct of staff, communication, pricing clarity, booking process, arrival time, workmanship, or aftercare. You may complain if you feel that:
We have not delivered the service you booked.
Our staff have acted in an unprofessional manner.
We have not met agreed standards or timescales.
We have not communicated clearly or responded to your queries.
Where possible, we encourage clients to raise any concerns as soon as they arise, so that we can resolve them quickly and informally. In many cases, issues can be resolved during or immediately after the cleaning visit by speaking with the team on site or the person who handled your booking.
When you raise an informal concern, we will:
Listen to your description of the issue and ask questions if needed.
Try to resolve the matter straight away, for example by recleaning an area, clarifying a misunderstanding or adjusting a booking detail.
If we cannot resolve it immediately, we will explain what steps we will take and when you can expect an update.
If you are not satisfied with the outcome of your informal complaint, or if you prefer to make a formal complaint from the outset, you may do so in writing. Written complaints help us to keep accurate records and ensure that we understand the issue clearly.
When making a formal complaint, please provide the following information:
Your full name and the address where the cleaning took place.
The date and approximate time of the service.
A clear description of the problem and how it has affected you.
Any relevant photographs, if the complaint relates to the quality of cleaning or alleged damage.
Details of any previous conversations you have had with our staff regarding the issue.
Once we receive your formal complaint, we will follow a structured process:
Acknowledge: We will acknowledge receipt of your complaint within a reasonable timeframe, confirming that we are looking into the matter.
Assign: Your complaint will be assigned to a manager or supervisor who is not directly involved in the original service wherever possible.
Investigate: We may contact you for further information, speak to the cleaning team, review job notes, and consider any photographs or evidence you provide.
Respond: We aim to provide a full written response as soon as is reasonably practical. If the investigation takes longer, we will keep you informed of progress.
After we have investigated the complaint, we will explain our findings and the reasons for our decision. Depending on the circumstances, possible outcomes may include:
A clear explanation or clarification where there has been a misunderstanding.
Rectification work, such as returning to reclean specific areas.
Advice on further treatment or maintenance where issues are due to pre existing conditions.
An apology where our standards have not been met.
A goodwill gesture or partial refund where appropriate and at our discretion.
All resolutions will take into account the nature of the complaint, the evidence available, and the terms and conditions agreed at the time of booking.
To help us investigate effectively, we ask that complaints relating to the quality of cleaning or alleged damage are raised as soon as possible, ideally within a short period after the service has been completed. This enables us to inspect the work while conditions are still recent and to take any remedial action without delay.
We expect all parties to behave respectfully and courteously throughout the complaints process. Our staff will remain professional and will not tolerate abusive, threatening or discriminatory behaviour. In return, we will ensure that your complaint is handled impartially and without prejudice.
All complaints are handled in confidence. Information you provide will only be shared with those who need it to investigate and resolve the matter. We will retain records of complaints and outcomes for an appropriate period in line with our data protection and record keeping obligations. These records help us monitor performance and improve the service we provide to clients in the local area.
We regularly review complaints to identify recurring issues or areas where our carpet and upholstery cleaning services can be improved. This may include updating staff training, refining procedures, improving communication, or adjusting our service descriptions. By doing this, we aim to reduce the likelihood of similar issues occurring in future and to maintain a high standard of service across our operating area.
We welcome feedback of all kinds, not just complaints. If you have suggestions for how our service in your area could be clearer, more convenient or more effective, you are encouraged to share them. Feedback helps us to understand what is important to our clients and to ensure that Carpet Cleaning Chiswick continues to meet local expectations.
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