Find out more about our Finchley carpet cleaning services and exceptionally low prices.
 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 customers of Carpet Cleaning Finchley can raise concerns about our carpet, upholstery, rug, and related cleaning services, and how those concerns will be managed. Our aim is to handle every complaint fairly, promptly, and consistently, and to use feedback to improve the quality and reliability of our work.
We understand that on occasion a customer may feel that a service has not met their expectations. When this happens, we are committed to listening carefully, investigating thoroughly, and responding clearly. We treat all complaints seriously and seek to resolve them at the earliest possible stage.
Carpet Cleaning Finchley encourages customers to raise any issue as soon as possible after the service, so that we have the best opportunity to put matters right and review how our work is carried out across our service area.
A complaint is any expression of dissatisfaction, whether oral or written, about any aspect of our cleaning services, customer service, or the conduct of our staff or contractors. Examples include, but are not limited to, concerns about the quality of cleaning, punctuality, behaviour on site, damage to property, or how a previous concern was handled.
We will always distinguish between general feedback and a complaint. If you clearly state that you wish to make a complaint, we will log and treat it under this Complaints Procedure.
You can raise a complaint through the following methods:
• Verbally to a member of staff or cleaning operative at the time of service
• Verbally to our office team during normal business hours
• In writing, providing as much detail as possible
When raising a complaint, please include:
• Your full name
• The service address
• The date and approximate time of the service
• A clear description of what went wrong
• Any supporting information, such as photographs or written notes
Providing detailed information helps us to investigate efficiently and respond accurately.
We ask that complaints are raised as soon as reasonably possible. For cleaning quality issues, this is usually expected within a short period after the service date, while the results of the clean are still clearly visible. This allows us to assess the situation properly and, where appropriate, revisit the property to review the work.
While we will always consider complaints made later, the passage of time may affect our ability to investigate and resolve them fully. In all cases, we will explain what we can and cannot do, based on the information available.
Our complaint handling follows a clear, staged process designed to be fair and transparent.
Once we receive your complaint, it will be logged in our internal system. We will review the details and acknowledge receipt. At this stage we may contact you to request further information or clarification, such as additional photos or a more detailed description of the issue.
A manager or designated member of our team will investigate your complaint. This may include:
• Reviewing job notes and booking details
• Speaking with the cleaning operatives involved
• Considering any relevant risk assessments or pre-clean checks
• Assessing any photographs or other evidence you provide
• Arranging a follow-up visit to inspect the work where appropriate
We aim to conduct this investigation as promptly as possible, while ensuring that the process is thorough and balanced.
Following the investigation, we will provide a clear response setting out:
• What we understand your complaint to be
• The steps we took to investigate
• Our findings and conclusions
• Any actions we propose to resolve the matter
Possible outcomes may include, where appropriate and at our discretion, a re-clean of specific areas, a partial refund, a full refund, or an explanation where we conclude that the service was delivered in line with our terms. We will always explain the reasons behind our decision.
Where we agree that the standard of cleaning falls short of what was agreed, our primary preference is usually to offer a re-clean or remedial visit, subject to access being available and the relevant areas being in substantially the same condition as at the time of the original service.
Any such re-clean will be arranged for a mutually convenient time. Once completed, we will ask you to confirm whether the issue has been resolved to your satisfaction, so we can close the complaint or consider further steps if needed.
If you are not satisfied with the outcome at the first stage, you can request that your complaint be escalated for a further internal review. On escalation, a senior member of our management team, who was not directly involved in the original investigation where practicable, will reassess the complaint, the evidence, and the decision made.
The outcome of this review will be communicated to you along with explanations for any decision reached. This represents the final stage of our internal complaints process.
We aim to handle every complaint in a way that is fair to both the customer and our staff. We will not treat anyone less favourably because they have raised a concern and we will not tolerate abusive or threatening behaviour towards our team during the complaints process.
Information shared in the course of a complaint will be treated as confidential and only disclosed to those who need it in order to investigate and resolve the matter. We keep appropriate records of all complaints to monitor patterns, improve training, and raise standards across our cleaning services.
Complaints provide important insight into how our services are experienced in practice. We regularly review complaint data to identify recurring issues, gaps in communication, or areas where our procedures can be strengthened. This may lead to updates in staff training, cleaning methods, quality checks, or customer information provided before and after visits.
By following this Complaints Procedure, Carpet Cleaning Finchley aims not only to resolve individual concerns, but also to continually enhance the reliability and consistency of our work for all customers in our service area.
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