When you need carpet cleaning services at reasonable prices in Brent NW1. Book us by calling 020 3743 8596 today!
 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
This Complaints Procedure explains how you can raise concerns about any carpet, rug, upholstery or related cleaning service provided by Carpet Cleaning Brent, and how we will handle and resolve your complaint. Our aim is to deal with all complaints fairly, consistently and within reasonable timeframes, so that any issues are addressed and improvements are made where necessary.
This procedure applies to customers who have used our cleaning services in our service area and wish to complain about any aspect of the work carried out or the service received. It covers, for example, concerns about the quality of cleaning, conduct of staff, punctuality, communication, or how we have handled your booking or payment.
This procedure does not cover general enquiries, booking changes or requests for quotations, which should be handled through our standard customer service channels.
We are committed to:
Responding to complaints in a timely manner; treating all complaints seriously and with respect; investigating issues thoroughly and impartially; keeping you informed throughout the process; and using feedback to improve our carpet and upholstery cleaning services for all customers.
You will never be charged for us to investigate or respond to a complaint.
You can raise a complaint as soon as you notice a problem with our service. To help us investigate effectively, please provide as much detail as possible, including your full name, service address, date and approximate time of the booking, a clear description of what went wrong, and what outcome you are seeking, such as a return visit or partial refund.
You may make a complaint in writing or verbally. If you make a verbal complaint, we may ask to confirm key details in writing so that both parties have a clear and accurate record of the issue.
To ensure we can properly assess the condition of your carpets, rugs or upholstery and speak to the cleaning technician involved, we ask that you raise any complaint as soon as reasonably possible, and ideally within 7 days of the service taking place. Complaints raised after this period may be more difficult to verify, but we will still consider them and respond appropriately.
In order to investigate your complaint, we may ask you to provide additional information or evidence, such as photographs of the area or item you are concerned about, copies of relevant invoices or booking confirmations, or any notes from the day of the service. The more information you can share, the easier it is for us to understand what happened and propose a fair resolution.
Once we receive your complaint, we will log it in our internal system and allocate it to an appropriate member of our team. We aim to acknowledge receipt within a reasonable period, normally within three working days. The acknowledgement will confirm that we have received your complaint and outline the next steps and indicative timescales.
The investigation will be carried out by a supervisor or manager who was not directly responsible for the work in question wherever possible. They may contact you for further details, speak with the cleaning technician, review job notes, and, if appropriate, arrange an inspection of the affected area at a mutually convenient time.
We aim to complete our investigation and provide a substantive response within 14 working days of acknowledging your complaint. If, for any reason, more time is required, we will let you know and explain why.
After the investigation, we will provide you with a written or verbal response setting out our findings, whether your complaint has been upheld in full, in part, or not upheld, the reasons for our decision, and any proposed remedy, such as a re-clean of the affected area, a reduction or refund, or another appropriate action.
Our goal is always to reach a fair outcome that reflects the circumstances and the terms under which our cleaning services were provided.
If you are not satisfied with the outcome at Stage Three, you may ask for your complaint to be reviewed by a more senior member of the team. When requesting escalation, please explain why you remain dissatisfied and what you believe would be a fair resolution.
The senior reviewer will consider the original complaint, the investigation carried out, the decision made, and any new information you provide. They will then issue a final response. Once this stage is completed, our internal complaints process will normally be considered exhausted.
Depending on the nature of your complaint and the findings of our investigation, possible outcomes may include an apology and explanation, practical remedies such as further cleaning or corrective work, financial remedies such as a partial or full refund where appropriate, or changes to our internal procedures or staff training.
We will always explain how we reached our decision and why we consider a particular remedy to be appropriate in the circumstances.
For this procedure to work effectively, we ask that you provide accurate and complete information, allow reasonable access to the property or items in question if an inspection or re-clean is required, cooperate with our staff and communicate in a respectful way, and raise concerns as soon as possible after the service has taken place.
We reserve the right to end communication if it becomes abusive or threatening, while still considering any substantive issues raised.
All complaints are handled in confidence and in line with applicable data protection requirements. Information you provide will be used only for the purpose of investigating and resolving your complaint, training our staff, and improving our carpet and upholstery cleaning services.
We value feedback from customers across our service area and use complaints as an opportunity to review our standards, equipment, products and staff training. Where patterns or recurring issues are identified, we will take appropriate action to prevent similar problems from arising in future.
By following this Complaints Procedure, Carpet Cleaning Brent aims to provide a clear, fair and transparent process that protects your interests and supports the continued improvement of our cleaning services.
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