Choose the best carpet cleaning company in Docklands, SE16 for impeccable results. We offer fast and efficient cleaning services.
 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 Docklands is committed to providing reliable, professional cleaning services and clear, fair handling of any concerns you may have. 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 aim to deliver a high standard of service on every visit. However, if something goes wrong, we want to know about it so we can put things right and improve our service. Every complaint is treated seriously, handled confidentially and reviewed to help prevent similar issues in the future.
You may wish to make a complaint if you are dissatisfied with any aspect of our service, such as:
Quality of the cleaning work carried out on carpets, rugs, upholstery or other items.
Conduct, attitude or behaviour of our cleaning technicians or office staff.
Timekeeping, reliability or missed appointments.
Damage to property or belongings during a cleaning visit.
Billing, quotations, or clarity of information about our services.
This procedure applies to all customers who use our cleaning services, including domestic and commercial clients in our regular service areas.
You can raise a complaint using whichever method is most convenient for you. When making a complaint, please provide as much detail as possible so we can investigate thoroughly. Useful details include:
Your full name and the address where the cleaning service was provided.
The date and approximate time of the service.
A clear description of what went wrong or did not meet your expectations.
Any relevant photographs, if the complaint relates to damage or quality of work.
Details of any conversations you have already had with our staff about the issue.
Providing this information at the start helps us resolve your complaint more quickly and effectively.
We aim to acknowledge all complaints within a reasonable period after receiving them. In most cases, an initial response will be provided within a few working days. During this first response we may ask for extra information or clarification if needed.
A full investigation will then be carried out. For straightforward issues, we aim to provide a final response and proposed resolution within ten working days. If the complaint is more complex, or if we need to gather further evidence, we will let you know that more time is required and keep you updated on progress.
Once we receive your complaint, we will log it in our internal system and begin an investigation. Depending on the nature of the complaint, this may include:
Reviewing the booking details and job notes related to your service.
Speaking with the cleaning technician or team who attended your property.
Examining photographs or other evidence you have supplied.
In some cases, arranging a revisit to inspect the work or the area of concern.
We will always aim to conduct the investigation fairly, objectively and without pre-judging the outcome.
Our goal is to reach a fair solution that reflects the circumstances of your complaint. Depending on what we find, possible resolutions may include:
Providing a clear explanation or further information about our processes.
Offering to re-clean affected areas where the quality of work fell short.
Offering a partial or full refund where appropriate.
Offering a discount on future cleaning services.
Taking internal action, such as additional staff training or changes to procedures.
Where we are unable to agree to a particular remedy you have requested, we will explain our reasons clearly and suggest any alternative options available.
If you feel that your complaint has not been resolved satisfactorily, you can request that it is reviewed by a more senior member of our team. During this review, we will re-examine the details of your complaint, the steps already taken, and any additional information you wish to provide.
The reviewing staff member will consider whether the original decision was fair and reasonable and whether any further action should be taken. You will then receive a final response setting out our position.
To help us handle your complaint efficiently, we ask that you:
Raise complaints as soon as possible after the issue occurs, ideally within a reasonable timeframe from the date of service.
Provide accurate, complete information and any supporting evidence you have.
Treat our staff with courtesy and respect throughout the process.
Allow us reasonable time and access, where necessary, to investigate and resolve the issue.
We view complaints and feedback as an important part of improving the cleaning services we provide in the areas we cover. All complaints are recorded and reviewed regularly to identify patterns, recurring issues or opportunities to enhance staff training, procedures and quality checks.
By following this complaints procedure, we aim to deal with your concerns fairly, consistently and promptly, and to maintain the standards you expect from Carpet Cleaning Docklands.
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