Fascinating carpet cleaning offers in Barnet are available with our professional cleaning company that serve in EN5.
 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 Carpet Cleaning Barnet receives, records, and resolves complaints about our carpet and upholstery cleaning services. Our aim is to handle every concern fairly, consistently, and as quickly as possible, while using the feedback to improve our services across the local area we serve.
This procedure applies to all customers who have used our cleaning services, whether in residential or commercial premises. A complaint is any expression of dissatisfaction with our work, conduct, or communication, where a response or resolution is expected. This includes issues about service quality, punctuality, behaviour of staff, workmanship, damage, or administrative errors such as booking or invoicing problems.
Carpet Cleaning Barnet is committed to:
Listening carefully to your concerns and treating you with respect at all times.
Recording every formal complaint systematically so nothing is overlooked.
Investigating issues thoroughly, impartially, and based on facts.
Responding within reasonable and clearly stated timeframes.
Offering appropriate remedies where your complaint is upheld.
Using complaints to review and improve how we deliver cleaning services in our area.
We encourage you to raise any concerns as soon as possible so that we can address them quickly. You can make a complaint in the following ways:
Verbally, to a member of the cleaning team while they are on site, or to our office staff during business hours.
In writing, by letter or through our online contact options on our website, explaining your concern clearly.
When making a complaint, please include:
Your full name and the address where the cleaning was carried out.
The date and approximate time of the service.
A clear description of what went wrong and what outcome you are seeking.
Any relevant supporting information, such as photographs, if damage is involved.
Whenever possible, we aim to resolve issues informally and immediately. If you raise a concern on the day of service, the operative or team leader will try to address it on site. If that is not possible, the matter will be referred to our office for follow up. Many minor issues can be resolved quickly through clarification, further cleaning, or an agreed minor adjustment to the service.
Where a complaint cannot be resolved informally, or you prefer a formal review, it will be logged as a formal complaint. We will acknowledge your complaint and confirm that it is being investigated. In our acknowledgement, we will outline the next steps and give an indicative timeframe for our response. We may contact you for additional information if needed to understand the issue fully.
Once logged, your complaint will be reviewed by a responsible member of our team who was not directly involved in the original job wherever possible. The investigation may include:
Reviewing booking and job notes related to your cleaning visit.
Speaking to the cleaning operatives or supervisors who attended the property.
Examining any photographs or other evidence supplied by you or by our staff.
If necessary, we may ask to revisit your property to inspect the area or items in question. This helps us reach a fair and balanced conclusion and to determine whether the issue relates to workmanship, pre-existing conditions, or factors beyond our control.
After the investigation, we will provide you with a clear written or verbal response explaining:
What we have understood your complaint to be.
What we have found during our investigation.
Our decision on whether your complaint is upheld in full, in part, or not upheld.
Any actions we propose to take to resolve the matter.
Where your complaint is upheld, possible resolutions may include:
A re-clean of some or all of the affected areas, where appropriate.
A partial or full refund, depending on the circumstances.
An apology and assurances about steps we are taking to prevent a recurrence.
Where the complaint is not upheld, we will explain the reasons behind that decision.
We aim to acknowledge formal complaints promptly and to provide a full response within a reasonable period, depending on the complexity of the issue. Some matters can be resolved very quickly, while others, especially those involving alleged damage or multiple visits, may take longer. If we require more time than originally indicated, we will let you know and provide an updated estimate.
If you remain unhappy after our initial decision, you may ask for your complaint to be reviewed at a higher level within Carpet Cleaning Barnet. In your request, please set out why you believe the outcome was not fair or adequate and provide any further relevant information. A more senior person will then review both the original decision and your additional comments and provide a final response.
We keep records of formal complaints and the way they are resolved. This information is used to identify patterns, training needs, and areas where our processes or communication can be improved. Our aim is not only to resolve individual cases but also to prevent similar issues from arising for other customers in the future.
All complaints are handled in line with our obligations under data protection laws. Information you provide will be used only for the purpose of investigating and resolving your complaint, for monitoring service quality, and for meeting legal or regulatory requirements where applicable. Your details and the content of your complaint will be shared only with those who need to know in order to handle the matter.
This Complaints Procedure is reviewed regularly to ensure it remains clear, fair, and effective for our customers and our team. Carpet Cleaning Barnet may update it from time to time to reflect changes in our services, internal processes, or relevant regulations. The most current version will always apply to the handling of new complaints.
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