Hire us today and get your amazing carpet cleaning service in Hampstead, NW6 at a price that everyone can afford.
 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 Hampstead is committed to providing reliable and professional carpet and upholstery cleaning services. We aim to deliver high standards of workmanship and customer care across our service area. When things do not go as expected, we want to know so we can put matters right and improve our services.
This complaints procedure explains how you can raise a concern, how we will handle your complaint, and what you can expect from us at each stage.
We take all complaints seriously. Every concern raised is treated confidentially, investigated fairly, and used as an opportunity to improve our cleaning services. Our objectives when handling a complaint are to:
Listen carefully to your experience and concerns.
Investigate the matter thoroughly and impartially.
Respond within reasonable and clearly stated timeframes.
Offer an explanation, solution, or appropriate remedy where justified.
Learn from feedback and prevent similar issues occurring in the future.
A complaint is any expression of dissatisfaction about our carpet, rug, upholstery, or related cleaning services, whether it is about the quality of work, the conduct of our staff, scheduling, communication, or any other aspect of your experience with Carpet Cleaning Hampstead.
We encourage you to raise any issue, no matter how small it may seem. This includes concerns raised during or immediately after the service, as well as issues noticed once the work is complete.
You can make a complaint verbally or in writing. If possible, we encourage you to raise issues as soon as you become aware of them, ideally within a short time of the service being completed. This helps us investigate effectively and provide a timely resolution.
When you contact us with a complaint, please provide as much information as you can, including:
Your full name and the address where the service was carried out.
The date and approximate time of the appointment.
A clear description of the issue and how it has affected you.
Any relevant details such as the specific room, item, or area cleaned.
Any photographs or notes you have taken, if applicable.
Whether you have already discussed the issue with a member of our team.
We aim to acknowledge your complaint promptly. We will confirm that we have received your concerns and explain the next steps in our investigation. Where your complaint is made verbally, we may summarise our understanding of the issue to make sure everything is clear and accurate.
If further information is needed, we will ask you for clarification. This helps us ensure we fully understand your complaint before we begin our formal review.
Once your complaint has been acknowledged, we will investigate it in a fair and objective manner. This may include:
Reviewing the booking details and service records relating to your appointment.
Speaking with the cleaning technicians involved.
Assessing any photographs or evidence you have provided.
Arranging a follow-up visit to inspect the work, where appropriate and reasonable.
Considering whether our procedures were followed correctly.
We aim to complete our investigation and provide a full response within a reasonable period. If, for any reason, we anticipate a delay, we will keep you informed and let you know when you can expect an update.
After we have completed our investigation, we will provide a clear and concise response. This response will normally include:
An explanation of what we have found.
Any factors that contributed to the issue.
Our decision on whether your complaint is upheld in full, in part, or not upheld.
Details of any actions we will take to resolve the matter.
Where a complaint is upheld, we may offer one or more of the following, depending on the circumstances:
Additional cleaning or re-treatment of the affected area.
An alternative practical solution, where appropriate.
A goodwill gesture or other remedy considered fair in the circumstances.
We will always explain the reasons for our decision and the basis on which any remedy is offered.
If you are not satisfied with the outcome of your complaint, you can request that the matter is reviewed. When asking for a review, please explain why you disagree with our findings or the proposed resolution, and provide any additional information you feel is relevant.
The review will be handled by a senior member of our team who was not directly involved in the original investigation, wherever possible. They will reassess the complaint and our previous response and will then provide a final decision.
We aim to address complaints as swiftly as possible. While specific timescales may vary depending on the complexity of the issue, our general approach is to:
Acknowledge complaints promptly after receipt.
Carry out a full investigation within a reasonable period.
Provide you with regular updates if the matter takes longer to resolve.
Communicate our final decision clearly once the review is complete.
All complaints are handled in confidence. Information you provide will be used only for the purpose of investigating and resolving your complaint and for improving our services. We will store and manage your personal details in line with our data protection responsibilities and will not share them unnecessarily.
Complaints and feedback are an important way for Carpet Cleaning Hampstead to review how we operate across our service area. We regularly assess complaints data to identify patterns, training needs, or procedural changes that may help prevent similar issues in the future.
By raising your concerns, you help us maintain and improve the quality of our carpet and upholstery cleaning services for all our customers.
This complaints procedure is available to all customers who use Carpet Cleaning Hampstead. If you require the information in a different format or need assistance understanding any part of the process, please let us know and we will do our best to accommodate your needs.
We value your custom and are committed to resolving any problems fairly, promptly, and respectfully.
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