Dealing with stains is what our carpet cleaners in Bromley BR1 do the best. Hurry up and call 020 3743 8596 to get our discounts!
 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 Bromley can raise a concern or complaint about our carpet, upholstery, rug, and related cleaning services. Our aim is to resolve issues quickly, fairly, and transparently, and to use feedback to improve our services across our operating area.
We take all complaints seriously, regardless of the size or nature of the issue. Every concern is an opportunity for us to review our service standards and make improvements where necessary. We will always treat you with respect, keep your information confidential, and work towards a fair and reasonable outcome.
This procedure applies to complaints about:
Quality of carpet, rug, upholstery, or other cleaning services provided by Carpet Cleaning Bromley.
Conduct, behaviour, or professionalism of our cleaning technicians or office staff.
Appointments, timekeeping, access to your property, or missed bookings.
Damage allegations or concerns arising from our cleaning work.
Invoicing, pricing misunderstandings, or service descriptions that you believe are unclear or inaccurate.
This procedure does not cover complaints about services provided by other companies or independent contractors not acting on behalf of Carpet Cleaning Bromley.
We encourage you to raise any concerns as soon as possible, ideally within 7 days of the service or incident. Prompt notification allows us to assess the situation more accurately and, where appropriate, inspect the work or area of concern while the evidence is still clear.
You can make a complaint verbally or in writing. Written complaints help avoid misunderstanding, especially for more complex issues. When submitting a complaint, please include:
Your full name and a convenient way for us to contact you.
The date and address where the service was carried out.
A clear description of what went wrong and when it occurred.
The names of any staff members involved, if known.
Any photographs or notes that support your complaint, particularly for damage or quality concerns.
If you make a complaint verbally, we may ask you to confirm the details in writing so that we have an accurate record.
Once your complaint is received, we will:
Acknowledge your complaint within a reasonable timeframe, usually within 2 working days.
Review the information you have provided and, if needed, request further details.
Assign a member of our team to investigate and handle your complaint.
We aim to resolve most straightforward complaints within 7 working days. If the issue is complex, involves alleged damage, or requires a site visit, the process may take longer. In such cases, we will keep you informed about the progress and expected timescales.
During the investigation, we may:
Contact you to discuss the situation in more detail.
Speak with the technicians or staff involved.
Review job sheets, booking notes, and service records.
Request photographs or arrange an inspection of the affected area.
Where damage is alleged, we may seek an independent opinion or request written evidence such as repair estimates. Our goal is to establish the facts as fairly and objectively as possible.
After reviewing your complaint, we will provide a clear response outlining:
Our understanding of your complaint and the findings of our investigation.
Whether the complaint is upheld in full, in part, or not upheld.
Any actions we will take to put things right, where appropriate.
Possible resolutions may include one or more of the following:
Offering a re-clean of the affected areas.
Providing practical advice or aftercare support to help address the issue.
Offering a partial or full refund where we consider it reasonable.
Implementing internal training or process changes to prevent recurrence.
Where we do not uphold a complaint, we will explain our reasons clearly and provide any relevant information that led to our decision.
If you are not satisfied with the outcome of your initial complaint, you may request that the matter be reviewed by a more senior member of our team. When doing so, please explain why you remain unhappy and what outcome you are seeking.
The senior reviewer will re-examine the complaint, the investigation, and the decision made. They may contact you for further clarification. Following this review, we will provide you with a final response.
We aim to follow these indicative timescales:
Acknowledgement of complaint within 2 working days.
Initial investigation and response within 7 working days for most issues.
Extended investigations, where required, typically completed within 20 working days.
If we cannot meet these timescales, we will let you know the reason and provide an updated timeframe.
We handle all complaints fairly, without discrimination or bias. Your complaint will not affect any ongoing or future services you receive from Carpet Cleaning Bromley.
All personal information provided in connection with a complaint will be treated as confidential and handled in line with our data protection obligations. Details will only be shared internally with staff who need the information to investigate or resolve the complaint.
Carpet Cleaning Bromley values feedback from customers across our service area. We regularly review complaints and outcomes to identify trends, training needs, and improvements in our cleaning processes, communication, and customer care. By following this Complaints Procedure, we aim to maintain high standards and deliver reliable, professional cleaning services.
This Complaints Procedure is reviewed periodically to ensure it remains clear, fair, and compliant with current best practice. We may update the procedure from time to time to reflect changes in our operations or customer expectations. The version published on our website will always be the most current.
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