Book professional carpet cleaning service and get the lowest prices in NW3.
 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 Swiss Cottage is committed to delivering reliable, high-quality cleaning services and clear communication at every stage of your booking. We recognise that, on occasion, you may feel that our service has not met your expectations. This Complaints Procedure explains how you can raise a concern with us, how we will handle your complaint, and what you can expect from our resolution process.
The purpose of this procedure is to provide a simple, fair, and transparent way for customers to report issues relating to our carpet, upholstery, rug, or related cleaning services. It ensures that all complaints are taken seriously, investigated carefully, and used to improve the standard of our work across the areas we serve.
This procedure applies to all residential and commercial customers who use Carpet Cleaning Swiss Cottage for cleaning services, including one-off visits and regular maintenance bookings.
A complaint is any expression of dissatisfaction about our services, staff conduct, communication, or results, where a response or resolution is expected. Examples include, but are not limited to:
Concerns that cleaning has not been carried out to the agreed standard or specification. Issues relating to punctuality, behaviour, or professionalism of staff attending your property. Disputes about charges or items on an invoice. Dissatisfaction with the way a previous concern or enquiry was handled. Any damage you believe may have been caused during a visit.
Raising a complaint allows us the opportunity to put things right, restore confidence in our service, and prevent similar issues from arising in the future.
You can raise a complaint using the communication method you normally use to contact our company, such as our usual booking or customer service channels. When submitting a complaint, please provide as much detail as you can so that we can investigate thoroughly and respond promptly.
To help us deal with your concern effectively, please include the following information where possible:
Your full name and the property address where the service took place. The date and approximate time of the service, and any booking reference if available. A clear description of the issue, including which areas or items were affected. Any photographs or supporting information that may assist our investigation. Details of any discussions you have already had with our staff about the matter.
You should raise your complaint as soon as reasonably possible after the issue arises. This allows us to review the work while it is still recent and, where appropriate, revisit the property to assess the situation.
We aim to handle all complaints in a structured and consistent way. Our complaints process normally follows these stages.
Once we receive your complaint, we will acknowledge it within a reasonable period of time. The acknowledgement will confirm that we have received your complaint and that it is being reviewed. Where necessary, we may ask you for further information or clarification so that we can understand the matter fully.
Your complaint will be reviewed by a person with appropriate responsibility within Carpet Cleaning Swiss Cottage. The investigation may include:
Reviewing your booking details and any instructions you provided. Speaking with the cleaning team or staff involved in the service. Examining any photographs, notes, or other records from the visit. Arranging, where appropriate, a follow-up inspection of the property or items in question.
We aim to complete the investigation and provide a response within a reasonable timeframe. If, for any reason, we need more time to review the matter, we will let you know and give an indication of when you can expect a full reply.
Once we have completed our investigation, we will explain our findings to you and set out any proposed steps to resolve your complaint. Depending on the circumstances and subject to our terms and conditions, possible outcomes may include:
Providing a re-clean of specific areas or items within an agreed timeframe. Offering a partial or full adjustment to the invoice where justified. Explaining why we believe the service was delivered in line with our standards and obligations. Offering guidance on how to prevent similar issues in the future, for example with stain care or fabric maintenance.
We will always seek to resolve complaints fairly, proportionately, and in line with our obligations and service agreements.
If you are not satisfied with the outcome at the initial stage, you may request that your complaint be reviewed again. In such cases, a more senior member of our team will re-examine the details of your complaint, the investigation carried out, and the proposed resolution.
As part of this further review, we may request additional information from you or from the staff involved. Following this, we will issue a final response, confirming our position and any additional actions we are able to take.
We encourage customers to contact us promptly if something is not right. Many issues can be resolved quickly when raised shortly after the service date. If a complaint is made after a prolonged period, it may become more difficult to verify events or to carry out effective remedial work.
We also ask that all customers treat our staff with courtesy and respect throughout the complaints process. We do not tolerate abusive, threatening, or discriminatory behaviour. In such cases, we may limit or suspend our communication with the individual concerned while still seeking to address any legitimate issues regarding the service.
We value feedback from customers across our service area and view complaints as an important opportunity to improve. We regularly review complaints data to identify patterns, training needs, or changes that may be needed in our procedures, equipment, or communication. This ongoing review helps us to maintain consistent cleaning standards and enhance the experience for all future customers.
All complaints are handled in confidence. Information you provide will only be shared with staff who need it to investigate and resolve your concern. We handle all personal data in accordance with our privacy standards and applicable data protection requirements.
Carpet Cleaning Swiss Cottage may update this Complaints Procedure from time to time to reflect changes in our services, internal processes, or legal requirements. The most current version will always apply to how we handle your complaint on the date it is received.
If you have any concerns about our services, please contact us using our standard communication channels. We are committed to addressing your complaint fairly and doing our best to restore your confidence in our cleaning services.
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