Choose the most affordable carpet cleaning services that Lambeth has to offer. Call now and get a free quote.
 Carpet Cleaning
price from
| £55 |
 Upholstery Cleaning
price from
| £55 |
 End Of Tenancy Cleaning
price from
| £95 |
 Domestic Cleaning
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| £13.50 |
 House Cleaning
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| £13.50 |
 Office Cleaning
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| £13.50 |
*Price excluding VAT
*Minimum charge apply
This Complaints Procedure explains how you can raise concerns about any carpet, upholstery, or related cleaning services provided by Carpet Cleaning Lambeth, and how we will manage and resolve those concerns. Our aim is to handle every complaint fairly, promptly, and professionally, and to use your feedback to improve our services in the local area.
The purpose of this procedure is to give all customers a clear and simple route to raise issues, have them fully investigated, and receive a considered response. We are committed to treating every complaint seriously, whether it relates to the quality of cleaning, conduct of staff, scheduling, or any other part of our service.
A complaint is any expression of dissatisfaction with our services, whether justified or not, that requires a response. This can include, but is not limited to:
Poor or incomplete cleaning of carpets, rugs, upholstery, or other items. Damage or suspected damage to property or belongings during a visit. Missed or significantly delayed appointments. Behaviour or attitude of our staff or contractors. Incorrect or unclear pricing and invoicing. Any aspect of our customer service that did not meet your expectations.
If you are unsure whether your concern is a complaint, please contact us to discuss it. We would rather hear from you and resolve a small issue before it becomes a bigger problem.
You can raise a complaint in writing or verbally. Please provide as much detail as possible so that we can investigate thoroughly. Helpful information includes:
Your full name and the property address where the service was carried out. The date and approximate time of the service. A clear description of the issue and how it has affected you. Any relevant photos, where damage or cleaning standards are in question. Any steps you have already taken to try to resolve the issue informally.
While you can raise a complaint at any time, we ask that you notify us as soon as reasonably possible after the service, especially if you believe there is damage or a significant defect in the cleaning.
In the first instance, we will always try to resolve your concern informally and quickly. This may involve:
Clarifying what was agreed at the time of booking. Discussing the cleaning method used and its expected results. Offering to revisit to inspect the area or redo part of the work where appropriate. Explaining any limitations of the service that may have affected the outcome.
If you are not satisfied with the informal response, or if the matter is more serious, you can ask for it to be treated as a formal complaint.
Once we receive a formal complaint, we will follow these steps:
Acknowledgement. We will acknowledge your complaint and confirm that it is being investigated. In most cases this will be within a few working days.
Investigation. A member of our management team will review your complaint, which may include:
Checking job records, notes, and any photos taken on the day. Speaking with the operative or team who attended your property. Reviewing any relevant policies, procedures, and communications. Requesting further information or evidence from you if needed.
Outcome and Response. Once the investigation is complete, we will send you a clear written response that:
Summarises your complaint and our understanding of the issue. Explains what we have found during our investigation. Sets out any actions we will take to put things right where appropriate.
We aim to provide a full written response within a reasonable timeframe. If we need more time due to the complexity of the matter, we will inform you and keep you updated on progress.
Where we find that we are at fault, we will seek to find a fair and proportionate resolution. Depending on the circumstances, this may include:
Providing additional cleaning or a re-clean of affected areas. Offering advice on further treatment where stains or damage are not fully rectifiable. Agreeing a partial or full refund of the service cost where appropriate. Providing an apology and explanation. Reviewing and improving our internal procedures or staff training.
Any remedy will take into account the nature of the complaint, the terms agreed at the time of booking, and any relevant evidence provided by you and our team.
There may be situations where we are unable to uphold a complaint, for example where:
Stains or damage were pre-existing and clearly identified before cleaning. The limitations of the cleaning process were explained in advance. You did not follow aftercare advice that was necessary to protect the results. The complaint is made after a significant delay, making investigation impossible.
In these cases, we will still explain our reasoning in full and provide any guidance we can to help avoid similar issues in future.
If you are not satisfied with the outcome of your complaint after our formal review, you can request that your case is escalated to a senior member of our team. They will:
Re-examine your complaint and the steps already taken. Review all evidence and correspondence. Decide whether any further action or remedy is appropriate.
The decision at this stage will normally be our final position on the matter. We will communicate this to you clearly, along with our reasons.
We ask that all customers raising complaints:
Provide accurate and complete information about the issue. Treat our staff respectfully and allow us reasonable time to investigate. Allow us access to the property if we need to inspect the work, where this is practical and safe.
This cooperative approach helps us reach a fair and timely resolution for everyone.
We record and review complaints regularly to identify patterns and areas for improvement in our cleaning services and customer care across our service area. Your feedback, whether positive or negative, is valuable in helping us maintain and raise our standards.
This Complaints Procedure is reviewed periodically to ensure it remains clear, effective, and aligned with best practice for professional cleaning services.
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