Get the best carpet cleaning prices in Hackney, E5 by just hiring our professional cleaners.
 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 Hackney is committed to providing a professional and reliable carpet and upholstery cleaning service. We aim to resolve any issues quickly, fairly, and consistently. This complaints procedure explains how you can raise a concern, how we will respond, and what you can expect from us at each stage.
We want every customer to be satisfied with the quality of our work and the way we communicate. If you feel that we have not met your expectations, we encourage you to let us know. All complaints are taken seriously and treated with respect, and raising a complaint will never affect your right to use our services in the future.
We will always aim to:
Listen carefully to your concerns, acknowledge your complaint promptly, investigate the matter thoroughly and objectively, keep you informed throughout the process, and provide a clear and timely outcome with, where appropriate, a practical resolution.
A complaint is any expression of dissatisfaction about our services, staff, communication, or the outcome of any work we have carried out. This can include, for example, concerns about the quality of carpet or upholstery cleaning, damage or perceived damage to property or items, punctuality, behaviour or conduct of staff or contractors, or clarity of information provided before, during, or after the service.
You do not need to use specific language or refer to this document for your issue to be treated as a complaint. If you tell us you are unhappy and would like us to look into it, we will treat it as a complaint.
You can raise a complaint verbally or in writing, whichever is more convenient for you. To help us deal with your concern quickly, please provide your full name, the service address, the date the work was carried out or scheduled, a clear description of what went wrong or what you are unhappy with, and any supporting details such as photos, invoices, or job references, if available.
If you raise your complaint while our cleaning team is on site, they will do their best to resolve the issue immediately where possible. If they cannot, the matter will be passed to a supervisor for further review.
In the first instance, your complaint will usually be handled by the person you initially dealt with or by a senior member of the team. We aim to acknowledge complaints as soon as reasonably possible. At this stage, we may contact you to clarify details, request more information, or arrange to revisit the property if an inspection is needed.
Where the issue is straightforward, we will try to resolve it informally. This may include providing additional cleaning at no extra cost, offering advice on aftercare, giving an explanation, or offering another practical solution that addresses your concern.
If your complaint cannot be resolved at the initial stage, or if you remain dissatisfied with the outcome, you can ask for a formal investigation. This will be carried out by a manager or a more senior member of staff who has not been directly involved in the original service, wherever possible.
During the formal investigation we will review your account of events, examine any relevant records such as booking details, job sheets, and photographs, speak with the cleaning technicians or staff involved, and, if needed, arrange a further visit to inspect the carpets, upholstery, or affected areas.
Once the investigation is complete, we will provide a clear written or verbal response explaining our findings and any proposed resolution. This may include remedial work, a partial or full refund where appropriate, or an explanation if we conclude that the service was delivered in line with our standards.
We aim to handle all complaints as efficiently as possible. While response times may vary depending on the complexity of the issue, our general approach is to acknowledge your complaint within a reasonable timeframe, investigate and respond as quickly as is practical, and keep you updated if the investigation is likely to take longer than expected.
Some matters, such as claims of damage or complex technical issues, may require more detailed assessment and additional time. Where this occurs, we will let you know and provide an estimated timescale for our final response.
Our goal is always to reach a fair and reasonable outcome. Depending on the circumstances, possible remedies may include repeating part or all of the cleaning service, providing additional services at no extra charge, offering a partial or full refund where justified, or giving a clear explanation if we believe the complaint is not upheld.
We will explain the reasons for any decision we make and what steps, if any, we will take to put things right. If we agree on a remedy, we will aim to implement it as soon as reasonably possible.
To help us investigate and resolve complaints effectively, we ask that you provide accurate information and honest feedback, allow us reasonable access to the property to inspect or rectify issues, follow any reasonable instructions relating to stain removal, drying times, ventilation, and aftercare, and treat our staff respectfully throughout the process.
Some issues, such as permanent staining, pre-existing damage, or wear related to age and use, may not be fully rectifiable through cleaning alone. We will always explain what is realistically achievable before any remedial work is agreed.
If you remain unhappy after we have completed our internal complaints procedure, you may seek independent advice regarding your consumer rights. This may include contacting an advice service or consumer body for further guidance on possible next steps.
All complaints are handled in confidence. Information you provide will be used only for managing and resolving your complaint, improving our services, and meeting our legal obligations. We will store and process your information in line with applicable data protection requirements.
We review complaints regularly to identify patterns, improve training, update our procedures, and enhance the overall quality of our carpet and upholstery cleaning services. Your feedback, whether positive or negative, helps us maintain and improve our standards for customers throughout our service area.
(73)
