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 Carpet Cleaning
price from
| £55 |
 Upholstery Cleaning
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| £55 |
 End Of Tenancy Cleaning
price from
| £95 |
 Domestic Cleaning
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| £13.50 |
 House Cleaning
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| £13.50 |
 Office Cleaning
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| £13.50 |
*Price excluding VAT
*Minimum charge apply
This Complaints Procedure explains how Carpet Cleaning Paddington manages and resolves complaints about our cleaning services. We are committed to delivering a high standard of customer care across our service area and to handling any concerns in a fair, transparent and timely manner.
Carpet Cleaning Paddington aims to provide professional, reliable and courteous cleaning services in every home or business we attend. If you feel that we have not met your expectations, we encourage you to tell us so we can put things right, learn from the issue and continually improve our service.
A complaint is any expression of dissatisfaction about our carpet, upholstery or related cleaning services, staff conduct, communication, scheduling, pricing or any other aspect of your experience with Carpet Cleaning Paddington, where you expect a response or resolution.
This procedure applies to all residential and commercial customers who have used Carpet Cleaning Paddington or have a confirmed booking with us. Complaints can be raised by the person who booked the service or an authorised representative.
You can make a complaint to Carpet Cleaning Paddington using any written method that is convenient for you. Please provide the following information so that we can investigate your concerns efficiently:
1. Your full name and the address where the service took place
2. The date and approximate time of the service
3. A clear description of the issue you are unhappy about
4. Any relevant photographs or evidence, where appropriate
5. Details of how you would like us to resolve the matter, if you have a preferred outcome
We recommend raising your complaint as soon as possible after the service, and ideally within 7 days, so we can assess the job while all details are still recent and easier to review.
Once we receive your complaint, Carpet Cleaning Paddington will log it and carry out an initial review. We aim to acknowledge your complaint within a reasonable timeframe, confirming that we have received your concerns and explaining the next steps.
As part of this first stage we may:
1. Clarify any details with you if anything is unclear
2. Check our booking records and job notes for the relevant visit
3. Contact the cleaning technician or team who attended your property
4. Review any images or evidence you have provided
After the initial acknowledgement, we will investigate your complaint in more detail. Our aim is to provide a considered response once we have reviewed all the facts. In most cases this will involve:
1. Assessing the work carried out against our quality standards
2. Considering whether the issue relates to workmanship, communication, expectations, or external factors
3. Determining whether any corrective action is appropriate
We will then send you a written response explaining:
1. Our understanding of your complaint
2. The findings from our investigation
3. Any offer of remedial work, refund, partial refund, discount on future services, or explanation where we do not believe further action is needed
4. How you can escalate the matter if you are not satisfied with our response
If you are not satisfied with the outcome at Stage Two, you may request an escalation. A more senior member of the Carpet Cleaning Paddington team, who was not involved in the original service or investigation, will review:
1. Your original complaint and all correspondence
2. The actions taken and decision reached at Stage Two
3. Any new information or clarification you wish to provide
Following this review, we will send a final written decision setting out:
1. Whether we uphold the original decision or propose a different resolution
2. Any further steps we are prepared to take
3. Confirmation that this is our final internal response under this Complaints Procedure
Carpet Cleaning Paddington aims to handle all complaints as promptly as possible. Actual timescales may vary depending on the complexity of the matter, the need to revisit the property, or the availability of the staff involved. Where we anticipate any delay, we will keep you informed and provide an estimated timeframe for our next update or final response.
Where Carpet Cleaning Paddington identifies that our service has fallen below the standards we aim to achieve, we may offer one or more of the following, depending on the circumstances:
1. A clear explanation and, where appropriate, an apology
2. Additional or repeat cleaning to address specific issues, where feasible
3. A partial or full refund for the affected part of the service
4. A discount on a future booking
Any remedy offered will take into account the nature of the problem, the condition of the items cleaned, the limitations of cleaning processes, and any pre-existing issues that may have affected the result.
For a fair and effective complaints process, we ask that customers:
1. Provide accurate information about the booking and the issue
2. Report concerns within a reasonable period after the service
3. Allow us the opportunity to inspect or revisit the work when appropriate
4. Communicate with our team courteously and respectfully
Carpet Cleaning Paddington values feedback from all customers across our service area. We record and periodically review complaints to identify any recurring issues or trends, so we can improve our training, procedures and quality standards over time.
This Complaints Procedure is reviewed regularly to ensure it remains clear, fair and effective. Carpet Cleaning Paddington may update the procedure to reflect changes in our operations or to enhance the way we handle customer concerns.
If you wish to raise a concern or complaint about any aspect of our carpet or upholstery cleaning services, please contact Carpet Cleaning Paddington using your preferred written method. Provide the details outlined above so we can begin our investigation and work towards a suitable resolution.
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