Hire us today and get the cheapest carpet cleaning prices in Wandsworth and anywhere around SW8.
 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 Wandsworth is committed to providing reliable and professional carpet and upholstery cleaning services. We recognise that, on occasion, things may not go as expected. When this happens, we want to hear from you so we can put matters right, learn from the experience, and improve our services. 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 aim to handle every complaint fairly, promptly, and respectfully. All customers, whether domestic or commercial, are entitled to raise concerns without fear of being treated unfavourably. We will always try to resolve issues informally in the first instance, but where this is not possible, we will follow the formal process set out below.
Our main objectives when handling a complaint are to:
Understand clearly what has gone wrong from your perspective.
Investigate the matter thoroughly and impartially.
Offer a fair and reasonable resolution wherever possible.
Use your feedback to improve our cleaning services and customer care.
A complaint is any expression of dissatisfaction about our carpet, upholstery, rug, or end of tenancy cleaning services, staff conduct, booking process, pricing clarity, or aftercare. Examples include, but are not limited to:
The standard of cleaning work not meeting what was agreed or reasonably expected.
Damage or alleged damage to carpets, rugs, upholstery, or other property during our visit.
Missed or significantly delayed appointments without adequate explanation.
Concerns about the behaviour, professionalism, or attitude of our cleaning operatives.
Issues with invoicing or charges that you believe are incorrect or unclear.
You can raise a complaint verbally or in writing. While we will always try to help if you contact us by phone, we strongly recommend submitting your complaint in writing so that we have a clear record of your concerns and can respond in a structured way.
When making a complaint, please provide the following information where possible:
Your full name and the address where the cleaning service took place.
The date of the service and, if known, the approximate time and the name of the operative who attended.
A clear description of what went wrong and how it has affected you.
Any supporting details, such as photographs or a list of areas that were missed or damaged.
What outcome you are seeking, for example a re-clean, partial refund, or explanation.
We ask that you raise any concerns as soon as reasonably possible after the service, and ideally within 7 days of the visit. This allows us to investigate while the details are still clear and, where necessary, to revisit the property while the condition of the carpets or upholstery accurately reflects the original work.
We may still consider complaints raised after this period, but our ability to fully investigate and offer practical resolutions may be more limited.
Once we receive your complaint, we will follow the steps below.
Acknowledgement
We will acknowledge your complaint and confirm that it is being reviewed. Where you have contacted us in writing, we will aim to acknowledge your complaint within 3 working days. This acknowledgement will explain the next steps and provide an estimated time frame for a full response.
Investigation
A senior member of our team will review your complaint, any supporting evidence you have provided, and our internal records, such as booking details, job notes, and any photographs taken by our operatives. We may contact you for further information or clarification, and in some cases, we may request an appointment to visit your property and inspect the carpets, rugs, or upholstery in person.
Response
Following our investigation, we will provide you with a detailed response. This will set out:
Our understanding of your complaint.
The findings of our investigation.
Whether we uphold your complaint in full, in part, or not at all.
Any proposed resolution or next steps.
We aim to provide a full written response within 14 working days of acknowledging your complaint. If we need more time due to the complexity of the issue or because we are awaiting additional information, we will let you know and provide an updated time frame.
Where we find that we are at fault, we will seek to offer a remedy that is fair and proportionate to the issue. Possible outcomes may include:
Offering a re-clean of the affected areas at no additional charge.
Providing a partial or full refund where appropriate.
Offering a discount on future services.
Providing an explanation and, where relevant, an apology.
Reviewing and updating our internal processes, staff training, or quality control checks.
Any remedy offered will take into account the nature of the complaint, the condition of the property prior to our visit, and the limitations of professional cleaning, particularly where carpets or upholstery are heavily soiled, stained, or worn.
There may be situations where, after investigation, we do not uphold your complaint. This may occur, for example, where:
The issue is due to pre-existing wear, permanent staining, or damage that cannot be resolved by cleaning alone.
The carpets or upholstery have not been maintained in line with recommended aftercare guidance following our service.
There is insufficient evidence that our actions have caused the problem identified.
Where we cannot uphold your complaint, we will explain our reasons clearly and provide any relevant supporting information.
If you are unhappy with the outcome of your complaint or feel that it has not been handled fairly, you may request that your case be reviewed by a more senior member of our management team. Please set out why you remain dissatisfied and what outcome you are seeking. We will then carry out a further review and provide a final response.
Every complaint and piece of feedback we receive is valuable. We regularly review complaints to identify trends, training needs, and opportunities to improve our booking systems, cleaning techniques, and customer communications. By following this complaints procedure, Carpet Cleaning Wandsworth aims to maintain high standards and provide a dependable, professional service across our local area.
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