Call us on 020 3743 8596 and book the best carpet cleaning in Acton W3 - hurry up as the offers expire.
 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 Acton is committed to delivering reliable and professional cleaning services to all customers across our local service area. We recognise that, on occasion, things can go wrong. When this happens, we want to know about it so that we can put matters right and improve our service. This complaints procedure explains how you can raise a concern, how we will handle it, and what you can expect from us throughout the process.
We take every complaint seriously and view feedback as an opportunity to learn and improve. Our aims when dealing with a complaint are to:
Respond promptly and fairly to all concerns raised by customers.
Investigate what has happened in a thorough and impartial manner.
Provide a clear explanation of our findings and, where appropriate, offer a suitable resolution.
Use the outcome of complaints to enhance training, service standards and customer care.
This complaints procedure covers any expression of dissatisfaction about the cleaning services provided by Carpet Cleaning Acton, including but not limited to:
The quality or effectiveness of the cleaning work carried out.
The conduct, attitude or professionalism of our cleaning operatives.
Appointments, timing, punctuality or access issues.
Pricing clarity, quotations or invoicing concerns.
Health and safety practices during cleaning work.
If you are unsure whether your concern is covered, you can still raise it and we will guide you through the appropriate next steps.
We encourage customers to raise issues as soon as possible after the event so that we can investigate while details are still clear. You can make a complaint in writing or verbally. When submitting a complaint, please provide the following information to help us handle it efficiently:
Your full name and the address where the cleaning service was provided.
The date and approximate time of the cleaning appointment.
A clear description of what went wrong and how it has affected you.
Any relevant supporting details, such as photos of areas of concern or copies of written correspondence.
Your preferred outcome or what you would regard as a suitable resolution, if you wish to specify this.
Once we receive your complaint, we will acknowledge it within a reasonable timeframe. We will normally confirm that we have received your complaint and advise you of the next steps in the process. If we require further information or clarification, we may contact you to discuss the matter in more detail.
Where possible, we aim to resolve straightforward issues immediately or within a short period of time by offering practical solutions, further cleaning, or other remedial actions, as appropriate to the circumstances.
For complaints that cannot be resolved straight away, a more detailed investigation will be carried out. This may involve:
Reviewing booking records, job notes and any relevant documentation.
Discussing the matter with the cleaning operative or team who attended your property.
Assessing any photographic or written evidence you have provided.
If needed, arranging a follow-up visit to inspect the areas in question.
We will consider all information carefully and objectively in order to reach a fair conclusion. Throughout the investigation, we will keep you informed of our progress and advise you if we anticipate any delay in providing a full response.
After the investigation is complete, we will send you a clear response outlining:
Our understanding of your complaint.
The steps we have taken to investigate what happened.
Our findings and conclusions.
Any actions we will take to resolve the matter.
Depending on the nature of the complaint and the outcome of our investigation, possible resolutions may include:
Providing additional cleaning or re-cleaning specific areas.
Offering a partial or full refund where appropriate.
Issuing an apology and explanation.
Reviewing and improving internal procedures or staff training.
We aim to resolve most complaints as quickly as possible. While timeframes may vary depending on the complexity of the issue, our general approach is as follows:
Acknowledge receipt of your complaint within a reasonable time.
Conduct an investigation and provide a detailed response as promptly as circumstances allow.
If we cannot give you a final response within a reasonable period, we will update you on the progress of our investigation and provide an estimated timescale for completion.
If you are not satisfied with our response or the outcome offered, you may request that your complaint is reviewed again. In such cases, we will arrange for a more senior member of our team, who has not previously been involved, to reassess the matter. They will consider the original complaint, our response, and any additional information you wish to provide before issuing a final view on behalf of Carpet Cleaning Acton.
We record and monitor complaints to identify patterns, recurring issues and opportunities to improve our services. Lessons learned from complaints may result in enhancements to staff training, quality control procedures, communication methods and overall customer experience for our carpet and upholstery cleaning services.
By following this complaints procedure, we aim to treat all customers fairly, respond in a constructive and timely manner, and maintain the high standards expected from a professional cleaning company serving households and businesses in our area.
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