We are the leading provider of carper cleaning services in Chelsea, SW3. Call us today on 020 3743 8596 and we can give you amazing deals!
 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 Chelsea is committed to delivering reliable and professional carpet and upholstery cleaning services. We aim to provide a consistently high standard of work and customer care, but we recognise that concerns can occasionally arise. This complaints procedure explains how you can raise an issue with us, how we will respond, and what you can expect at each stage of the process.
We take all complaints seriously and treat them as an opportunity to review and improve our services. We are committed to handling every concern promptly, fairly, and in a respectful and confidential manner. Our goal is to resolve matters as quickly as possible and to restore your confidence in using Carpet Cleaning Chelsea.
This complaints procedure applies to all domestic and commercial customers using Carpet Cleaning Chelsea for carpet, rug, upholstery, and related cleaning services. It covers issues such as the quality of work carried out, the conduct of our cleaning technicians, timing and reliability of appointments, and the clarity of our pricing or communication.
This procedure does not cover disputes that are already the subject of legal proceedings or matters that fall outside our reasonable control, such as damage caused by pre-existing wear, permanent staining, or issues that have been fully explained and agreed with you in advance.
We encourage you to let us know about any concern as soon as possible after the cleaning visit. A prompt notification helps us understand the situation clearly and gives us the best chance to put things right.
You can make a complaint in any of the following ways:
In writing: Provide your full name, service address, date of the service, and a clear description of the issue. Include any relevant details such as areas cleaned, type of service booked, and any discussions you had with our technician on site.
By telephone: Provide the same information as above so that we can locate your booking and understand the circumstances of the complaint. Our team will create a written record of your concern.
In person: If you raise an issue with the cleaning technician while they are still on site, they will record the details and pass them to the office for review. Where appropriate, the technician will try to resolve straightforward issues immediately.
To investigate your complaint effectively, please include:
Your full name and service address
The date and approximate time of the booking
A description of the problem and how it has affected you
Any steps already taken to try to resolve the matter informally
Any photos or other supporting information, if available
Providing as much detail as you can helps us reach a fair and informed outcome.
A member of our team will acknowledge your complaint within a reasonable timeframe. We will then review your booking records, speak to the technician involved where relevant, and assess any evidence you have provided.
Our investigation may include:
Checking job notes, service reports, and any prior communication
Reviewing before and after photos, if taken
Discussing the events with the technician or supervisor who attended
Arranging a follow-up visit where necessary to inspect the areas of concern
We aim to provide you with a clear response and proposed resolution within a reasonable period, taking into account the complexity of the issue.
Once our investigation is complete, we will explain our findings and any steps we propose to take. Depending on the nature of the complaint, possible resolutions may include:
Providing advice or clarification where there has been a misunderstanding
Offering a re-clean of specific areas, where appropriate and practical
Offering a partial or full refund where our service has clearly fallen below our stated standards
Providing a goodwill gesture, where suitable, even if we are not strictly at fault
Outlining any changes we will make to our processes or training to reduce the risk of similar issues recurring
We will always seek to agree a fair and proportionate remedy with you.
If you are not satisfied with the initial outcome, you may ask for your complaint to be reviewed by a more senior member of the Carpet Cleaning Chelsea team. They will re-examine the information, consider any additional points you wish to raise, and provide a final response.
During this stage, we may contact you to discuss your concerns in more detail, request further information, or, where appropriate, arrange an additional visit to inspect the work.
We ask that you report any problem as soon as possible and, in any case, within a reasonable time after the service has taken place. Many issues, particularly those relating to the visual appearance of carpets and upholstery, are easier to assess and put right when they are reported promptly.
While we will always consider the specific circumstances, it may be more difficult to investigate and resolve complaints that are raised after a significant delay or once further work by another provider has been carried out on the same areas.
All complaints are handled in line with the principles of fairness and confidentiality. We only share information about your complaint with those who need it in order to investigate and respond. Any personal data we collect as part of this process will be handled in accordance with our data protection and privacy practices.
Feedback, including complaints, is an important part of how Carpet Cleaning Chelsea improves its services. We review complaint outcomes on a regular basis to identify patterns, refine our cleaning methods, and update staff training. By raising a concern, you are helping us maintain and improve the standard of our carpet and upholstery cleaning services across our service area.
If you have any questions about this complaints procedure or would like clarification on how it applies to your situation, please contact our team and we will be happy to explain the process in more detail.
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