Rely on our perfect carpet cleaning services in Putney SW15 that fit any budget. Book our cleaning services today and pay less.
 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 Putney is committed to providing a professional and reliable carpet, upholstery, and rug cleaning service. We recognise that, despite our best efforts, issues can occasionally arise. This complaints procedure explains how you can raise a concern, how we will respond, and the steps we will take to prevent similar problems in the future.
The purpose of this procedure is to provide a clear and fair process for handling complaints about our cleaning services. We aim to resolve problems quickly, learn from feedback, and maintain a high standard of service across all work we carry out in our service area.
This procedure applies to all customers who use Carpet Cleaning Putney for domestic or commercial cleaning, including one-off cleans, end of tenancy cleaning, regular maintenance visits and specialist treatments.
A complaint is any expression of dissatisfaction about our service, whether justified or not, that requires a response or resolution. This can include issues such as:
1. Quality of cleaning work carried out on carpets, rugs, upholstery or other surfaces.
2. Conduct, behaviour or attitude of our cleaning staff or representatives.
3. Failure to attend a scheduled appointment or significant delays without reasonable notice.
4. Damage or alleged damage to property or belongings during the provision of our services.
5. Administrative errors, such as incorrect invoicing or booking details.
6. Health and safety concerns arising from the way our services are delivered.
We also welcome comments, suggestions and informal feedback, even where you do not wish to raise a formal complaint. This helps us improve our work in homes and commercial premises throughout our operating area.
You can raise a complaint in writing or verbally. Written complaints are preferred where possible, as they allow us to record and track your concerns accurately. When making a complaint, please provide the following information to help us investigate effectively:
1. Your full name and the address where the cleaning service was carried out.
2. The date and approximate time of the service, and the name of any staff member you dealt with, if known.
3. A clear description of what went wrong, including specific rooms, areas or items affected.
4. Any relevant photographs or evidence that show the issue, such as missed areas, damage or staining.
5. Details of any discussions you have already had with our staff about the issue.
6. What outcome you are seeking, for example, a re-clean, repair, partial refund or other resolution.
We encourage you to raise any concerns as soon as reasonably possible after the service has been provided, so that we can investigate while the details are still fresh and conditions on site are unchanged.
Once we receive your complaint, we follow a structured process to ensure it is handled fairly, consistently and without delay.
1. Acknowledgement
We aim to acknowledge your complaint promptly. Where possible, this will be done within a short period of receiving your concern. We may ask for additional information or clarification to ensure we fully understand the issue.
2. Initial Assessment
We will review the details provided and decide how best to investigate the matter. This may involve speaking with the cleaning operatives who attended your property, reviewing job notes, and examining any photographs or supporting evidence.
3. Investigation
Depending on the nature of the complaint, we may arrange a follow-up visit to your property to inspect the work, assess any alleged damage, or verify the condition of carpets and upholstery. We will act reasonably and objectively throughout this process.
4. Response and Proposed Resolution
Once the investigation is complete, we will explain our findings and propose a resolution. Where we uphold your complaint, possible remedies may include a re-clean of affected areas, remedial work, a partial or full refund, or other appropriate measures. If we do not uphold the complaint, we will clearly explain the reasons for our decision.
5. Implementation of Resolution
If you accept our proposed resolution, we will arrange for any agreed actions to be completed within a reasonable timeframe, taking into account access to the property, product availability, and any practical constraints.
We aim to deal with complaints promptly. While exact timescales may vary according to complexity, our general approach is as follows:
1. Prompt acknowledgement of your complaint.
2. Initial review and investigation commenced as soon as reasonably possible.
3. A clear response and proposed resolution provided within a reasonable period, subject to any need for site visits or further evidence.
If, for any reason, our investigation takes longer than expected, we will keep you updated on progress and provide an estimated timeframe for completion.
If you are not satisfied with the outcome of your complaint, you may request that it be reviewed by a more senior member of our team. In doing so, please explain why you are unhappy with the initial decision and what further outcome you are seeking.
The reviewing person will consider all available information, including the initial investigation and your additional comments. They may decide to uphold, vary or overturn the original decision. Their decision will be communicated to you, along with a clear explanation of the reasoning.
All complaints are handled with respect, professionalism and impartiality. We do not tolerate abusive, threatening or discriminatory behaviour towards our staff or representatives and may limit communication where such behaviour occurs.
Information provided in connection with a complaint is treated as confidential and is used only for the purposes of investigating and resolving the matter, training our staff and improving our services. We store and process any personal data in line with applicable data protection requirements.
Carpet Cleaning Putney views complaints as an opportunity to improve. We regularly review issues raised by customers to identify recurring patterns, training needs and service improvements. This may include updating our cleaning methods, enhancing quality checks, or revising our booking and communication processes.
By following this complaints procedure, we aim to resolve individual problems fairly while continually raising standards across the carpet and upholstery cleaning services we provide.
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