Take advantage of our carpet cleaning deals offered in Canary Wharf E14. Hire us today 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 Canary Wharf is committed to providing a professional and reliable carpet, upholstery, and floor cleaning service. We always aim for a high standard of workmanship and customer care. However, we recognise that there may be occasions when you feel our service has not met your expectations. This complaints procedure explains how you can raise a concern, how we will respond, and what you can expect from us throughout the process.
We take all complaints seriously and view them as an opportunity to review and improve our services. Every complaint is handled fairly, consistently, and as quickly as reasonably possible. We aim to resolve issues at the earliest stage and to maintain a clear and respectful dialogue with our customers throughout.
We will always:
Listen carefully to your concerns, treat you with respect and courtesy, investigate the matter thoroughly, aim to provide a clear explanation and, where appropriate, a suitable resolution, use your feedback to prevent similar issues in the future.
A complaint is any expression of dissatisfaction about the cleaning services you have received from Carpet Cleaning Canary Wharf, whether the concern is minor or more serious. This can include issues such as:
Quality of cleaning work carried out, damage or suspected damage to items or property, punctuality, conduct or behaviour of cleaning technicians, clarity of pricing or invoicing, health and safety concerns, dissatisfaction with our customer service or communication.
If you are unsure whether your concern is a formal complaint, we encourage you to raise it with us so that we can clarify and assist.
You can make a complaint in writing. Written complaints help us keep a clear record of the issue and ensure that nothing is missed in our investigation. In your complaint, please provide as much detail as possible, including:
Your full name, the service address, the date and approximate time of the service, a description of the work booked, a clear description of the problem or concern, any photographs or supporting information that may help explain the issue, details of any discussions already held with our technicians on site.
We recommend raising your complaint as soon as possible after the service, ideally within a reasonable timeframe, so that we can investigate effectively and, where necessary, inspect the property or items concerned.
Once we receive your complaint, we will log it and appoint a member of our team to review the matter. We will acknowledge your complaint and confirm that it is being investigated. You will be informed of the next steps and any information we may require to assist our review.
Where appropriate and practical, we may contact you to clarify details, request additional evidence, or arrange a convenient time to inspect the work. Our aim is to understand exactly what has gone wrong from your perspective and to gather the facts needed to provide a fair response.
We will investigate your complaint by reviewing the booking details, speaking to the technician or team involved, and examining any evidence such as photographs, checklists, or reports. Where necessary, we may arrange a site visit to inspect the areas or items in question.
Following the investigation, we will provide a clear written response setting out:
Our understanding of the complaint, the outcome of our investigation, any findings regarding the standard of work or conduct, whether the complaint is upheld in full, in part, or not upheld, any actions we propose to take to resolve the issue.
Possible outcomes may include a return visit to re-clean specific areas, a partial or full adjustment to the service charge, practical steps to remedy any identified issues, or feedback and training for staff.
If you are not satisfied with our initial response, you may ask for a further review. In this case, your complaint and our previous findings will be reviewed by a senior member of the team who was not directly involved in the original investigation, wherever possible.
The reviewing person will consider the information already gathered, any new details you wish to provide, and whether our initial response was fair and reasonable. Following this review, we will send you a final response explaining our position and, if applicable, any revised outcome.
We aim to handle complaints promptly and to keep you informed at each stage. While exact timescales may vary depending on the complexity of the issue, we will always seek to:
Acknowledge receipt of your complaint within a reasonable period, investigate and respond as quickly as is practical, especially where further site visits or technical assessments are required, keep you updated if there is any delay and explain the reason.
Some complaints, particularly those involving potential damage or specialist materials, may require more detailed investigation. In such cases, we will explain what is required and give an estimated timescale for our response.
To help us resolve your complaint effectively, we ask that you:
Provide accurate and complete information, notify us of any issues as soon as reasonably possible, allow reasonable access to the property where an inspection or remedial work is required, communicate with our staff in a respectful and cooperative manner.
Where a complaint involves pre-existing conditions such as old stains, wear and tear, or prior damage, we may need to consider these factors when assessing the outcome.
All complaints are handled in confidence. Information is shared only with those who need it in order to investigate and resolve the matter. Any personal data we collect as part of the complaints process is handled in line with applicable data protection requirements and is used solely for managing and improving our services.
Feedback from complaints is an important part of how Carpet Cleaning Canary Wharf maintains and improves the quality of our cleaning services. We regularly review complaint patterns and outcomes to identify opportunities for staff training, service development, and process improvements. By following this complaints procedure, we aim to resolve individual issues and to ensure that our carpet, rug, and upholstery cleaning remains reliable, professional, and customer focused.
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