Our cleaning company surely can provide you with the most affordable cleaning services that Pimlico has ever seen.
 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 you can raise a concern about any aspect of the carpet, upholstery or specialist cleaning services provided by Carpet Cleaning Pimlico. Our aim is to resolve all issues quickly, fairly and transparently, and to use your feedback to improve our services across the local area.
Carpet Cleaning Pimlico is committed to delivering professional, reliable and courteous cleaning services. We recognise that, on occasion, things may not go as planned. When this happens, we want to hear from you so we can put things right and prevent similar issues from arising in the future.
All complaints are taken seriously, handled in confidence where appropriate, and reviewed by a senior member of our team.
This Complaints Procedure applies to:
Issues with the quality of carpet, rug, upholstery or end of tenancy cleaning work carried out by our technicians. Concerns about punctuality, conduct or behaviour of our staff. Disputes relating to agreed prices, invoices, or additional charges. Problems relating to bookings, access, or communication about your appointment.
This procedure does not cover general enquiries, requests for quotations, or routine rescheduling of appointments. Those should be dealt with through our normal customer service contact channels.
You should raise your complaint as soon as possible after the issue occurs so that we can fully and fairly investigate it. Please provide as much detail as you can, including the date and time of the service, the address where the cleaning took place, and a clear description of the problem.
You may submit your complaint in writing or verbally. Written complaints are encouraged where possible, as they help us keep accurate records and ensure all relevant details are captured.
To help us investigate your complaint efficiently, please include the following information where applicable:
Your full name and the service address. The date and approximate time of the cleaning appointment. A description of the services booked, such as carpet cleaning, sofa cleaning, or stain removal. A detailed description of what went wrong or what you are dissatisfied with. Any supporting information, such as photographs of the affected area, technician names if known, and copies of invoices or booking confirmations. Your preferred outcome, for example a re-clean, partial refund, explanation, or other resolution.
We aim to acknowledge all complaints within a reasonable period from the time we receive them. During busy periods, acknowledgement may take slightly longer, but we will always aim to confirm that we have received your complaint and that it is being reviewed.
Once acknowledged, we will begin investigating your concerns and aim to provide a full response within a reasonable timeframe. If we need more time, for example to gather further information or to arrange an inspection visit, we will let you know and keep you updated on progress.
Every complaint is reviewed by a senior member of the Carpet Cleaning Pimlico team. Depending on the nature of the issue, our investigation may include:
Reviewing your booking details, service notes and photographs taken by our technicians. Speaking with the technician or team who attended your property. Where appropriate, arranging a follow up visit to inspect the area in person. Assessing whether the work carried out met our internal standards and the service we agreed with you.
We will consider all the information available before reaching a conclusion and proposing a resolution.
Where we find that our service has fallen below the standards you are entitled to expect, Carpet Cleaning Pimlico will work with you to agree a fair and reasonable resolution. Depending on the circumstances, this may include one or more of the following:
Offering a re-clean of the affected areas, where suitable and safe to do so. Offering a partial or full refund for the relevant part of the service. Providing an explanation and, where relevant, advice on aftercare or limitations of the cleaning process. Implementing internal changes, such as additional staff training or revised procedures, to prevent similar issues.
If we conclude that we have delivered the service with reasonable care and skill, but we are unable to fully meet expectations due to factors beyond our control, we will explain this clearly and provide as much helpful guidance as possible.
If you are not satisfied with the initial response to your complaint, you may ask for your case to be reviewed by a more senior manager. Please clearly explain why you remain dissatisfied and what outcome you are seeking.
The senior manager will review the previous investigation, consider any new information, and provide a final position on behalf of Carpet Cleaning Pimlico. This will usually represent the end of our internal complaints process.
To help us handle your complaint fairly and efficiently, we ask that you:
Provide accurate and complete information about the service and the issue. Allow reasonable time for us to investigate and respond. Treat our staff with courtesy and respect throughout the process. Follow any reasonable instructions given for inspections or remedial work.
In return, we will treat you with respect, handle your complaint impartially, and keep you informed at each stage.
Carpet Cleaning Pimlico treats all complaints and feedback as an opportunity to review and improve our carpet and upholstery cleaning services. We regularly analyse the issues raised, identify any patterns or recurring problems, and update our training and procedures where needed.
By following this Complaints Procedure, we aim to ensure that any concerns are dealt with promptly, fairly and consistently, helping us maintain high service standards for every customer in our service area.
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