We offer top-quality carpet cleaning services at the most affordable prices in Sutton, SM1.
 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 Sutton manages and resolves concerns raised by customers about our carpet, upholstery and related cleaning services. We are committed to handling all complaints fairly, consistently and within reasonable timeframes, with the aim of restoring your confidence in our work wherever possible.
Carpet Cleaning Sutton aims to provide reliable and professional cleaning services, including carpet, rug and upholstery cleaning in homes and commercial premises. If something goes wrong, we want to know about it so we can put it right, improve our services and prevent similar issues from happening again. All complaints are taken seriously and handled with respect, confidentiality and without discrimination.
This procedure applies to complaints about:
Quality of cleaning or service delivery on any visit.
Conduct, attitude or behaviour of our technicians or representatives.
Damage, alleged damage or loss connected to our cleaning activities.
Late arrival, non-attendance or cancelled bookings where you feel standards have not been met.
Communication issues relating to your booking, pricing or service expectations.
If your concern relates to something outside our control, we will still do our best to explain the situation clearly and support you where reasonably possible.
You are encouraged to raise any concern as soon as possible after the service, ideally within 48 hours of the work being completed. This helps us investigate while the details are still clear and, where relevant, while any marks or issues are still visible.
When submitting a complaint, please provide as much detail as you can, including:
Your full name and the address where the cleaning took place.
The date and approximate time of the appointment.
A clear description of what went wrong and how it has affected you.
Any supporting information, such as photos of the affected area, written notes or the names of any staff you dealt with.
Your preferred outcome or how you would like us to resolve the matter, if you have a particular resolution in mind.
We accept complaints made verbally or in writing. If you initially raise an issue by phone, we may ask you to confirm the details in writing so we can keep an accurate record.
We follow a structured process to ensure every complaint is managed consistently and transparently.
Once we receive your complaint, we will acknowledge it within a reasonable period. At this stage we will confirm that your complaint has been logged, clarify any immediate details if necessary and explain the next steps in the process.
Your complaint will be reviewed by an appropriate member of our team who was not directly involved in the issue wherever possible. The investigation may include:
Reviewing your booking details and service notes.
Discussing the matter with the technician or staff members involved.
Reviewing photographs, written records or other relevant information.
If needed, we may contact you during this stage to request additional information or to arrange a follow up visit to inspect the area or item in question.
After completing our investigation, we will provide you with a clear written or verbal response. This will normally include:
A summary of your complaint as we understand it.
Details of the investigation we carried out.
Our findings and whether your complaint has been upheld in full, in part or not upheld.
Any actions we propose to take to resolve the matter.
Possible outcomes may include, where appropriate:
A repeat or corrective clean of the affected area.
A partial or full refund in line with our terms and conditions.
Guidance on maintenance or aftercare where this may help address remaining issues.
Internal action such as staff training or changes to our processes.
We aim to resolve most complaints within a reasonable timeframe. If for any reason the investigation takes longer, we will keep you updated on progress.
If you are not satisfied with the outcome of your complaint, you may request a further review. In this case, the complaint will be escalated to a more senior member of our team who will re-examine the details, including any new information you wish to provide. The decision following this review will be considered final within our internal complaints process, though this does not affect any legal rights you may have.
We handle all complaints in a way that is fair to both customers and staff. We will not treat you differently or reduce the level of service we provide to you in future because you have made a complaint in good faith. Personal information provided as part of a complaint will be handled confidentially and used only for the purposes of investigating and resolving the issue, in accordance with applicable data protection requirements.
Some issues may fall outside the scope of what we can reasonably control. For example, certain stains, wear patterns or pre-existing damage may not be fully removable or reversible even with professional equipment and products. We will always explain any such limitations to you openly and will not make promises that our technicians cannot safely or responsibly keep.
We also ask that customers treat our staff with respect throughout the complaints process. We understand that problems can be frustrating, and we are committed to addressing concerns constructively. However, we reserve the right to withdraw from communications that are abusive, threatening or discriminatory, while still considering the underlying issue wherever possible.
Feedback, including complaints, is a valuable tool in helping Carpet Cleaning Sutton raise and maintain standards across our service area. We regularly review complaints data to identify trends, training needs and opportunities to improve our cleaning processes, customer communication and booking systems. By sharing your experience with us, you contribute directly to improving the service we provide to all customers.
This Complaints Procedure is reviewed periodically to ensure it remains clear, fair and in line with current best practice for service providers operating in local communities.
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