Contact our well-known carpet cleaning company in Croydon, CR0. We have so many deals to offer, just give us a call on 020 3743 8596!
 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 Croydon is committed to providing a reliable, professional cleaning service and a positive customer experience. We recognise that, on occasion, things may not go as planned. This Complaints Procedure explains how you can raise a concern, how we will handle it, and what you can expect from us at each stage of the process.
We aim to resolve all issues quickly, fairly, and transparently. Every complaint is treated seriously and used as an opportunity to improve our carpet, upholstery, and other cleaning services. We will always handle your complaint with courtesy, respect, and confidentiality, and we will do our best to put things right wherever possible.
A complaint is any expression of dissatisfaction about our cleaning services, appointments, customer care, or conduct of our team members, where you would like a response or resolution. This may include concerns about service quality, missed or delayed visits, damage or loss, health and safety, or how a previous issue was handled.
You can make a complaint in writing or verbally. When raising a complaint, please provide the following information so we can investigate efficiently:
The date and approximate time of the service; the address where the service was carried out; a description of the cleaning service booked, such as carpet cleaning, upholstery cleaning, or end of tenancy cleaning; a clear explanation of what went wrong or did not meet your expectations; any evidence you may have, such as photos or written notes; and what you would like us to do to resolve the matter.
If you are making the complaint on behalf of someone else, please ensure you have their permission to share their details and to act on their behalf.
We ask that you raise any complaint as soon as reasonably possible after the issue arises. For most cleaning work, we encourage you to contact us within 72 hours of the service. This allows us to inspect the site if needed, speak with the cleaning team involved, and identify a practical solution while the details are still recent.
Once we receive your complaint, we will acknowledge it as soon as we reasonably can. In many cases, we will aim to provide an initial response within a few working days. During this first stage, we will review the information you have provided, check our service records, and, where appropriate, speak with the cleaning operatives who attended your property.
We may contact you for further information or clarification so that we fully understand your concerns. Our goal at this stage is to resolve straightforward issues quickly, for example by arranging a re-clean, providing practical advice, or agreeing another suitable remedy.
If your complaint is more complex, or if you are not satisfied with the initial response, it may be escalated for a more detailed investigation. At this stage, a senior member of our team will review all available information, which may include service logs, job notes, before and after assessments, and any photographs or other evidence.
The investigating team member may contact you to discuss the issue in more detail and to ensure we have a clear picture of what happened. We will then provide a written or verbal outcome, explaining our findings, any contributing factors, and the steps we propose to take to resolve the matter.
Where our investigation shows that we have not met our service standards, we will work with you to agree a reasonable resolution. Depending on the circumstances, this may include a re-clean of the affected areas, an adjustment to your invoice where appropriate, practical guidance on aftercare or stain treatment, or other remedial actions that are fair to both parties.
If we find that the service was delivered in line with our agreed terms and industry standards, we will explain our reasoning clearly. Even where no fault is found, we may still offer advice or goodwill steps where appropriate to maintain a positive relationship.
We aim to keep you informed throughout the complaints process. If an investigation is likely to take longer than initially expected, we will update you and explain the reasons for any delay. You are welcome to request an update at any time while your complaint is being reviewed.
Once we have completed our investigation, we will communicate our final position on your complaint. This will include a summary of the issue, an outline of the steps taken to investigate, our conclusions, and details of any agreed remedial action. We will consider the complaint closed once this outcome has been communicated and any agreed steps have been carried out.
Carpet Cleaning Croydon values feedback and uses complaints as part of our continuous improvement. We periodically review complaints to identify patterns, training needs, or changes required to our cleaning procedures, equipment, or customer communication. This helps us maintain a consistent level of service for homes, landlords, and businesses across our service area.
All complaints are handled in line with our commitment to confidentiality and data protection. Information about your complaint will only be shared with team members who need it to investigate and resolve the matter. We retain complaint records for an appropriate period to help us monitor service quality and meet our legal and regulatory responsibilities.
This Complaints Procedure is available to all current and prospective customers of Carpet Cleaning Croydon. If you require the procedure in a different format or need assistance to raise a complaint, please let us know and we will do our best to help you access the process in a suitable way.
By clearly outlining how to raise concerns and how we will respond, we aim to give you confidence when choosing Carpet Cleaning Croydon for your carpet, upholstery, and other cleaning needs.
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