Treat yourself to the best carpet cleaning services in Stockwell at prices that won't leave you out of pocket.
 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 Stockwell is committed to providing reliable, professional carpet and upholstery cleaning services. We recognise that, on occasion, customers may feel that our service has not met their expectations. This complaints procedure explains how you can raise a concern, how we will respond, and what you can expect from us at each stage.
We aim to handle all complaints fairly, consistently, and in a timely manner. Every complaint is treated as an opportunity to review our work, improve our processes, and ensure that customers in our service area receive a high standard of cleaning and customer care.
We will always seek to:
Listen carefully to your concerns
Resolve issues as quickly as possible
Offer clear explanations and outcomes
Learn from feedback to prevent similar issues in the future
A complaint is any expression of dissatisfaction about our carpet, rug, upholstery, end of tenancy, or related cleaning services, whether the work has already been completed or is still in progress. This can include, for example:
Concerns about the quality or effectiveness of the cleaning
Disagreement about what was included in the service
Issues related to punctuality, conduct, or professionalism of our staff
Concerns about damage or potential damage to property
Problems with communication, bookings, or payment
You do not need to use specific wording to make a complaint. If you tell us you are unhappy with our service and want us to put something right, we will treat it as a complaint.
You can make a complaint in writing or verbally. To help us understand and resolve your concern efficiently, please provide:
Your full name and the property address where the cleaning took place
The date of the service and the type of cleaning booked
A clear description of what went wrong or what you are unhappy with
Any relevant details such as room locations, areas of concern, or discussions with our staff
Any supporting information or photographs that might help us assess the issue
If you raise your concern while our technician is still on site, they will first attempt to address it immediately, where reasonable and safe to do so. If the issue cannot be resolved on the spot, you may still follow the full complaints procedure outlined here.
We encourage customers to contact us as soon as possible if something is wrong. This allows us to inspect the work while it is recent and to put matters right more effectively. Although we will consider complaints raised later, it may be more difficult to review the condition of carpets, rugs, or upholstery after a significant period of time has passed.
Once we receive your complaint, we will acknowledge it and start an initial review. During this stage we will:
Check the booking and service details
Review any notes or reports from the technician
Consider any photographs or evidence you have supplied
Contact you if we need more information
We aim to provide an initial response within a reasonable timeframe, explaining our understanding of the issue and any immediate steps we can take, such as arranging a re-visit or carrying out further inspection.
If your complaint cannot be resolved at Stage One, it will be escalated for a more detailed investigation. This may involve:
Speaking with the technician or team members involved
Reviewing our cleaning methods and products used on the day
Assessing whether the issue relates to pre-existing conditions or limitations explained before the work began
Requesting additional evidence if needed
After the investigation, we will provide you with a clear written outcome. This may include one or more of the following:
An explanation of what we believe happened
An apology where appropriate
Further cleaning or remedial work
A partial or full refund, where justified
Feedback on what we will change to improve our service in the future
If you remain dissatisfied with the outcome after Stage Two, you may request an escalation. When you do so, please explain why you disagree with our decision and what resolution you are seeking. We will then arrange for a further review by a senior member of our team who was not directly involved in the original work.
The senior reviewer will reassess the complaint, the evidence, and our earlier responses. They may contact you to clarify points or request further information. Following this review, we will provide our final position on the complaint.
In some cases we may need to visit the property to inspect the carpets or upholstery in person. We may ask you to allow reasonable access for this purpose. Site visits help us to understand the condition of the items, the results of our cleaning, and any surrounding factors such as stains, wear, or pre-existing damage.
Our technicians work to professional standards and follow product and equipment guidelines. However, the outcome of cleaning can be affected by the age and condition of carpets and fabrics, past staining, and manufacturer limitations. We will always explain any limitations we are aware of before or during the cleaning. When investigating complaints, we will take into account what results were realistically achievable based on the information available at the time.
We keep a record of all complaints we receive, along with details of how they were resolved. This helps us to identify any patterns, provide additional training where needed, and improve our carpet and upholstery cleaning services for customers across our local area.
Carpet Cleaning Stockwell may update this complaints procedure from time to time to reflect changes in our internal processes or in relevant regulations. The version in force at the time you raise your complaint will apply to how we handle your concern.
If you have any questions about this complaints procedure or need help to raise a concern, please contact us using your usual communication method and let us know that you wish to make a complaint about our cleaning services.
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