Get the most affordable carpet cleaning company in Barnes on 020 3743 8596.
 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 Barnes is committed to providing reliable and professional carpet, rug and upholstery cleaning services. We aim to deliver work that meets high standards on every visit. However, we recognise that issues can occasionally arise. This Complaints Procedure explains how you can raise a concern, how we will handle it, and what you can expect from us at each stage.
The purpose of this procedure is to provide a clear and fair process for customers who wish to complain about any aspect of our cleaning services or customer care. It applies to all domestic and commercial customers using our services within our usual operating areas.
Our goals when dealing with complaints are to:
• Listen carefully and treat every complaint seriously
• Aim to resolve issues quickly and informally where possible
• Investigate matters thoroughly and fairly
• Keep you informed of progress and outcomes
• Use feedback to improve our cleaning services and customer experience
You may use this procedure to complain about any issue connected to our carpet and upholstery cleaning services, including but not limited to:
• Quality of cleaning or results achieved
• Behaviour, conduct or professionalism of staff
• Damage to property or belongings
• Punctuality, missed appointments or scheduling problems
• Communication, including booking issues or follow-up
• Health and safety concerns related to our work
We encourage you to raise any concern as soon as possible after the issue occurs so that we can investigate effectively and put things right where appropriate.
You can make a complaint in writing or verbally. Written complaints are preferred as they help ensure we have a clear record of all details, but we will accept complaints in whichever way is most convenient for you.
When making a complaint, please provide the following information where possible:
• Your full name and the service address
• The date and approximate time of the appointment
• A clear description of what went wrong
• Any photos or supporting information you feel are relevant
• What outcome or resolution you are seeking
Complaints can be made shortly after the service or at any time within a reasonable period, taking into account the nature of the issue and any evidence that might be needed to investigate it.
Where appropriate, we will first try to resolve your complaint informally. This usually involves a member of our customer care team or supervisor speaking directly with you to understand the issue and to see if it can be resolved quickly.
Informal solutions might include:
• Clarifying misunderstandings about the service
• Providing advice on aftercare or drying times
• Offering a return visit to address specific areas
• Agreeing minor adjustments or corrections
If the matter is resolved to your satisfaction at this stage, it will still be logged internally so that we can monitor recurring issues and improve our services.
If your complaint cannot be resolved informally, or if you prefer to make a formal complaint, it will be escalated for review by a senior member of our team.
Once we receive your formal complaint, we will:
• Acknowledge receipt within a reasonable timeframe
• Allocate a person responsible for investigating the matter
• Review all relevant information, including job records and staff feedback
• Contact you if we need more details or clarification
We aim to complete investigations and provide a written or verbal response within a practical timescale, depending on the complexity of the issue. If we need more time, we will let you know and explain why.
After reviewing your complaint, we will provide a clear explanation of our findings and the outcome. Possible resolutions may include, where appropriate:
• An apology and explanation
• A partial or full re-clean of the affected areas
• Agreed corrective work or remedial action
• A goodwill gesture where reasonable
• Review of our processes, staff training or supervision
Any remedies offered will be based on the specific circumstances and evidence available. Our aim is always to be fair, proportionate and transparent.
If your complaint concerns alleged damage to carpets, flooring, furniture or other property, we will treat the matter with particular care. We may request photographs, inspection reports or other information to help us understand the situation.
Where necessary, we may arrange for an independent assessment, especially if there is uncertainty about the cause of the damage or the condition of the item before cleaning. All such cases will be handled in line with our terms and conditions and any relevant consumer legislation.
All complaints are handled confidentially. Information you provide will be used only for the purpose of investigating and responding to your complaint, improving our services, and meeting our legal obligations. We handle your personal data in accordance with applicable data protection laws.
Carpet Cleaning Barnes uses feedback and complaints as an important source of information to improve our services. We regularly review complaint records and look for patterns, training needs and areas where we can enhance our cleaning methods, customer communication and overall service delivery.
By following this Complaints Procedure, we aim to ensure that every concern is addressed fairly, consistently and respectfully, while maintaining our commitment to high standards of carpet and upholstery care in the areas we serve.
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