Book one of our carpet cleaning services in Waterloo, SE1 and we will give you fast and professional help at prices that won't break your bank balance.
 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
This complaints procedure sets out how Carpet Cleaning Waterloo handles concerns, issues, and formal complaints about our carpet, rug, and upholstery cleaning services. Our aim is to resolve any problems quickly, fairly, and transparently, while using your feedback to improve our services across the local area we cover.
We encourage you to raise any concern as soon as possible so that we can investigate and put things right. You will never be treated unfairly for making a complaint in good faith, and your statutory rights are not affected by this procedure.
This procedure applies to all customers who have received cleaning services from Carpet Cleaning Waterloo, including domestic and commercial carpet cleaning, rug cleaning, upholstery cleaning, stain removal, and related treatments carried out at properties within our service area.
You may use this procedure to complain about any aspect of the service you have received, such as service quality, conduct of technicians, punctuality, communication, or the way a previous concern was handled.
If you are dissatisfied with any part of the cleaning service, we encourage you to raise the issue informally as soon as possible. Where practical, this can be done with the cleaning technician at the time of the visit, or shortly after the work has been completed. In many cases, problems can be resolved quickly through clear communication and a prompt revisit or adjustment.
When raising an initial concern, please provide your full name, the service address, the date and time of the cleaning, and a clear description of the issue. If possible, keep a note of any relevant details, such as affected rooms, items, or stains, as this will help us to understand and address the problem.
If your concern has not been resolved informally, or if you prefer to make a formal complaint from the outset, you may do so in writing. Please clearly state that you are making a complaint and include the following information so that we can investigate thoroughly:
Your full name and service address
Your preferred contact method for our response
The date the cleaning service took place
A detailed description of what went wrong and when you became aware of the problem
Any steps already taken to resolve the issue
Any images or other evidence you consider relevant
We ask that formal complaints be submitted within a reasonable time of the service date, ideally within 30 days, so that we can accurately investigate events while details and records are still fresh.
Once we receive your formal complaint, we will record it and acknowledge receipt. We aim to acknowledge all complaints within three working days. Our acknowledgement will confirm that we have started an investigation and provide an indicative timeframe for our full response.
Your complaint will be reviewed by a member of our management team who was not directly involved in the original service wherever possible. The investigation may include:
Reviewing your booking details, job notes, and any relevant photographs or reports
Speaking with the cleaning technicians who attended the property
Considering any previous correspondence or attempts at resolution
Assessing whether the work carried out met our internal standards and reasonable industry expectations
We may contact you during the investigation to request additional information or clarification, or to arrange a follow-up visit to inspect the area or items concerned.
We aim to provide a full written response to your complaint within 10 working days of acknowledgement. In more complex cases, where further investigation or site visits are required, this period may be extended. If more time is needed, we will inform you of the reason for the delay and provide an updated estimated response date.
Our written response will explain the outcome of our investigation, address the points you have raised, and set out any proposed resolution. Depending on the nature and findings of the complaint, possible outcomes may include:
A clear explanation or clarification of what occurred
A sincere apology where we find that we did not meet our usual standards
A complimentary re-clean of the affected areas where appropriate and practical
A partial or full refund for the service, where justified
Recommendations or internal changes to prevent similar issues in future
Any resolution offered will take into account the specific circumstances of your case, the condition of the carpets or upholstery before cleaning, any limitations explained at the time of booking or during the visit, and the reasonable expectations of a professional cleaning service in the local area.
If you are not satisfied with the outcome of your complaint, you may request a further review. This will be carried out, where possible, by a different senior representative who was not previously involved in handling your complaint. The review will consider whether the original investigation was thorough and fair, and whether the proposed resolution remains appropriate.
Following this review, we will provide a final written response. This will represent the conclusion of our internal complaints procedure.
All complaints received by Carpet Cleaning Waterloo are recorded and monitored. We regularly review complaint data to identify recurring issues, training needs, and opportunities to improve our cleaning processes, customer communication, and service delivery across the area we serve.
By following this complaints procedure, we aim to treat every customer fairly, resolve genuine issues promptly, and maintain high standards for carpet and upholstery cleaning services in and around Waterloo.
Information you provide as part of a complaint will be handled confidentially and stored securely. It will only be shared with staff who need it to investigate and resolve your complaint or to carry out quality control and training. We will retain records of complaints for an appropriate period in line with our legitimate business interests and applicable data protection requirements.
We value your feedback and are committed to learning from every concern raised, so that we can continue to improve our services for customers throughout our local service area.
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