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 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 Ruislip is committed to providing a reliable, professional and courteous cleaning service to all residential and commercial customers. We recognise that, on occasion, 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 at each stage. Our aim is to resolve issues promptly, fairly and with the minimum of inconvenience to you.
This procedure applies to all services provided by Carpet Cleaning Ruislip, including carpet cleaning, upholstery cleaning, rug cleaning and related treatments carried out in homes, offices and other premises within our service area. It covers complaints about service quality, conduct of staff, scheduling, communication and any aspect of the work we have carried out or agreed to carry out.
This procedure does not cover complaints about services provided by third parties that we do not directly manage or control. It also does not apply to matters already being dealt with through legal proceedings or insurance claims, although we will still cooperate as required.
We treat all complaints seriously and use them to improve our services. When you raise a complaint, we will:
Listen carefully to your concerns and treat you with respect and courtesy.
Acknowledge your complaint and explain the next steps.
Investigate the issue thoroughly and objectively.
Seek a fair and reasonable resolution wherever possible.
Use the outcome to review and improve our cleaning processes, training and customer service.
We ask that you raise any concerns as soon as reasonably possible after the service has been provided, ideally within 7 days of the work being completed. This allows us to investigate effectively and, where appropriate, revisit your property while the condition of the carpets, rugs or upholstery can still be clearly assessed.
When raising a complaint, please provide the following information so we can handle your case efficiently:
Your full name and the address where the service was carried out.
The date and approximate time of the appointment.
A clear description of the issue and how it has affected you.
Any relevant details about the areas cleaned, such as particular rooms or items.
Any photos or written notes you may have taken, if applicable.
In many cases, complaints can be resolved quickly and informally. If you raise a concern on the day of service, our cleaning technician will do their best to address it immediately, where it is safe and reasonable to do so. This may include re-cleaning an area, clarifying what can be achieved with certain stains or materials, or explaining recommended drying times and aftercare guidance.
If your concern arises after the technician has left, please contact our office as soon as possible. We will review the details, discuss the matter with you, and, if needed, speak to the technician who attended your property. Our first objective will always be to find a prompt and practical solution.
If you are not satisfied with the outcome at Stage One, or if the issue is more serious, you may ask for your complaint to be treated as a formal complaint. At this stage, a senior member of our team will take responsibility for reviewing your case.
As part of the investigation, we may:
Review our booking records, job sheets and any notes made by the technician.
Assess any photos or evidence you have provided.
Arrange a visit to your property to inspect the carpets, upholstery or rugs, where appropriate.
Seek further information from you to fully understand the circumstances.
We will aim to complete our investigation and provide you with a written or verbal response within a reasonable timeframe. If we need more time due to the complexity of the issue, we will let you know and keep you updated.
Following our investigation, we will explain our findings and any steps we propose to take. Depending on the nature of the complaint, possible outcomes may include:
A clear explanation or further information about what happened and why.
A follow-up visit to re-clean specific areas where this is appropriate.
Practical guidance on ongoing care for your carpets or upholstery.
Where applicable and at our discretion, a partial or full refund, or an alternative form of goodwill gesture.
Any resolution will take into account the terms and conditions of our service, the condition and age of the items cleaned, pre-existing issues, and the realistic results that can be achieved with professional cleaning methods.
To help us handle complaints effectively, we ask that you:
Provide accurate and complete information about the issue.
Allow reasonable access to the property if a follow-up inspection or re-clean is required.
Follow any aftercare advice given by our technicians, such as recommended drying times and restrictions on use after cleaning.
Treat our staff respectfully during all communications and visits.
Carpet Cleaning Ruislip reviews complaints on a regular basis to identify any patterns or recurring issues. We use this information to improve staff training, refine our cleaning techniques, update our equipment, and enhance our communication with customers across the local area.
By following this Complaints Procedure, we aim to resolve any concerns fairly and transparently, and to ensure that our customers continue to receive a high standard of professional carpet and upholstery cleaning services.
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