Hire the best carpet cleaning company today and get the most affordable prices in Twickenham.
 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
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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 Twickenham manages and resolves concerns about our carpet, upholstery, and related cleaning services. Our aim is to handle any complaint fairly, consistently, and as quickly as possible, while using your feedback to improve our services across our local area.
We want every customer to be fully satisfied with the cleaning work carried out in their home or business. If you feel that we have not met your expectations, or that we have fallen short of the standards we promise, we encourage you to tell us. We treat all complaints seriously and will investigate them carefully, whether they relate to the quality of cleaning, punctuality, behaviour of staff, or communication.
A complaint is any expression of dissatisfaction about our services, however small, where you would like a response or resolution. This may include, but is not limited to:
Issues with the standard of carpet or upholstery cleaning, including visible marks or residues left after work is completed.
Concerns about potential damage to carpets, fabrics, flooring, or fixtures during a cleaning visit.
Problems with our customer service, such as how you were spoken to or how your booking was handled.
Disputes about pricing, quotations, invoices, or cancellation fees.
If you are unsure whether your concern is a complaint, please raise it with us and we will treat it appropriately.
You can make a complaint in the way that is most convenient for you. You may contact us by telephone, by email, or in writing. When you get in touch, please provide as much information as possible so that we can investigate efficiently.
To help us deal with your complaint, please include:
Your full name and the address where the cleaning took place.
The date and approximate time of the service.
A clear description of what went wrong and how it has affected you.
Any photographs or supporting information you feel are relevant.
Details of any steps already taken to try to resolve the issue with a member of our team.
For most issues, complaints about the quality of service should be raised as soon as possible and ideally within 48 hours of the work being completed. This allows us to inspect the work while conditions are still similar and to put things right promptly.
Complaints about potential damage to items or property should be reported as soon as they are noticed. Where possible, please do not attempt repairs before we have had an opportunity to inspect and assess the situation.
Upon receiving your complaint, we will acknowledge it as soon as reasonably possible. Our initial response will usually include:
Confirmation that we have received your complaint.
The name or role of the person handling your case.
An outline of the next steps and when you can expect a more detailed reply.
We aim to provide a full response within ten working days. If your complaint is more complex or requires further investigation, we will let you know and keep you updated on progress.
To investigate your complaint fairly, we may:
Review our records, including booking details, job sheets, and any notes taken by operatives.
Speak with the cleaning technician or team who attended your property.
Request photographs or further information from you, if needed.
Arrange a follow-up visit to inspect the work or any alleged damage.
We will consider all evidence provided, along with our internal policies and procedures, and reach a conclusion based on what we believe to be fair and reasonable.
Where we find that your complaint is justified, we will work with you to agree a suitable resolution. Depending on the circumstances, this may include:
Carrying out remedial cleaning or re-cleaning specific areas at no additional cost.
Offering a partial or full refund for the affected service.
Providing a credit or discount against a future booking.
Offering an apology and explanation where service has fallen below our standards.
If we determine that we are not at fault, or that we have already taken reasonable steps, we will explain our reasons clearly.
If you feel that your complaint has not been handled fairly or that the outcome is unsatisfactory, you may ask for your complaint to be reviewed by a senior member of our team. They will reconsider the details, review the investigation, and provide a final response. This will normally be our last stage of internal review.
Every complaint is an opportunity for Carpet Cleaning Twickenham to improve. We regularly review concerns raised by customers to identify patterns, training needs, or changes in procedures that can help us deliver more consistent, high-quality cleaning services in our area.
By following this complaints procedure, we aim to ensure that your concerns are addressed professionally and that your experience helps us enhance the service we provide to all customers.
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