We offer some of the most efficient carpet cleaning across Bow, E3, so don't hesitate and call our top expert company 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
This complaints procedure explains how you can raise a concern about our carpet, upholstery and related cleaning services in Bow and the surrounding areas, and how we will handle your complaint from start to finish. Our aim is to resolve issues promptly, fairly and transparently, while using your feedback to improve our services.
The purpose of this procedure is to provide a clear and accessible route for customers to tell us when something has gone wrong. It helps to ensure that all complaints are taken seriously, handled consistently and reviewed at an appropriate level within our company. We are committed to resolving problems wherever possible and to learning from each complaint.
A complaint is any expression of dissatisfaction about our services, staff, communication or performance, whether it is made verbally or in writing, and whether it is made during or after the provision of our carpet cleaning services. Examples include:
Concerns about the quality of the cleaning work carried out in your property, including carpets, rugs, upholstery or mattresses. Issues with punctuality, conduct or attitude of our cleaning technicians or other representatives. Problems with bookings, scheduling, access arrangements or arrival times. Disagreement with prices charged, invoices issued or details of quotes. Any other aspect of our service delivery that you believe has not met the standards you reasonably expected.
You can raise a complaint using any of the following methods:
Speak directly to the cleaning technician on site at the time of service, giving them the chance to put things right immediately if possible. Contact our office to explain your concerns and request that they be logged as a formal complaint. Write to us with full details of your experience, including dates, addresses, the service booked and what you are dissatisfied with.
When making a complaint, please provide as much information as possible, including your name, service address, date of the service, a description of the issue, and what outcome you are seeking. This helps us investigate quickly and fairly.
We ask that you tell us about any concerns as soon as reasonably possible after the issue arises, and ideally within a short time of the service being completed. This allows us to inspect any areas of concern and resolve them more effectively.
Once we receive your complaint, we will aim to:
Acknowledge your complaint within a reasonable timeframe. Begin an investigation promptly, which may involve speaking with the technician, reviewing job notes and, where appropriate, asking to re-visit the property for inspection. Provide a more detailed response as soon as we have completed our investigation, explaining our findings and proposed solution.
Your complaint will be recorded and allocated to an appropriate member of staff or manager. We handle complaints in line with the following principles:
We listen carefully to your concerns and gather all relevant information. We treat you with respect and courtesy at all times. We remain objective and look at the facts before reaching a decision. We focus on resolving the problem and preventing similar issues in future.
Where possible, we aim to resolve complaints at the first point of contact. If the matter is more complex, it may be escalated internally for further review.
Depending on the nature of your complaint and the outcome of our investigation, we may offer different types of resolution. These could include:
Providing additional cleaning or a re-clean of specific areas. Offering advice on how to maintain or treat particular surfaces following our work. Adjusting an invoice where we have made an error. Offering an explanation and, where appropriate, an apology. In some cases, taking internal action with staff or changing procedures so the issue does not happen again.
We will explain clearly the outcome we are proposing and the reasons for our decision.
If you are not satisfied with the initial response to your complaint, you may request that it be reviewed at a higher level within our company. We will then:
Arrange for a different manager or senior member of staff to review your complaint and the steps already taken. Reconsider the facts and any new information you provide. Confirm our final position and any further actions we are able to take.
Once this internal escalation process is complete, we will treat our written response as our final decision on the matter.
We ask that customers raising complaints do so in a respectful and fair way. To help us help you, please:
Provide accurate and complete information about the service and your concerns. Allow reasonable time for us to investigate and respond. Give us access to the property, if required, to inspect the work carried out. Communicate with our staff in a courteous manner.
We will not tolerate abusive, threatening or discriminatory behaviour towards our staff and may cease communication if such behaviour occurs.
Every complaint and piece of feedback is reviewed to identify ways we can improve our carpet cleaning services in Bow and nearby areas. This may include additional staff training, updates to our cleaning methods, improvements to our booking processes or clearer communication about what customers can expect from our services.
By following this complaints procedure, we aim to ensure that any problems are handled promptly and fairly, and that our customers can have confidence in the reliability and professionalism of our service.
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