Trust our carpet cleaners to give you some of the best deals that you can find in Highbury, N5. Contact us on 020 3743 8596 today!
 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 Highbury is committed to delivering reliable, professional carpet and upholstery cleaning services. We recognise that, on occasion, clients may wish to raise concerns or make a complaint about the service they have received. This Complaints Procedure explains how you can do this, how we will respond, and what you can expect from us at each stage.
We treat every complaint seriously and view feedback as an opportunity to improve our services. Our objectives when handling complaints are to acknowledge the issue promptly, investigate fairly and thoroughly, respond clearly, and, where appropriate, put things right as quickly as possible.
All complaints are handled confidentially and with respect. We aim to resolve issues informally where possible, but we also provide a clear formal process if informal resolution is not appropriate or is not successful.
This procedure applies to all domestic and commercial clients who have received carpet, rug, upholstery, or related cleaning services from Carpet Cleaning Highbury in our local service area. It covers concerns about the quality of cleaning, conduct of technicians, scheduling and access issues, damage or loss incidents, and any aspect of our customer service before, during, or after an appointment.
If you are unhappy with any part of our service, we encourage you to raise the matter as soon as possible. Where appropriate, you can speak directly with the cleaning technician on the day of the service to see if the issue can be resolved immediately, for example by re-cleaning an area or clarifying what work has been carried out.
If the technician is unable to resolve the issue to your satisfaction on site, or if you prefer not to discuss it at the time, you can contact our office to explain your concern. Many issues can be settled quickly through a conversation, explanation, or minor adjustment to the work already carried out.
If your concern cannot be resolved informally, or if you prefer to make a formal complaint, you should do so as soon as possible after the service. This allows us to investigate effectively and, where necessary, inspect the property while the issue is still recent.
When submitting a formal complaint, please provide the following details so that we can assess the matter accurately:
The date and time of the cleaning appointment, the address where the service was carried out, a clear description of the problem you are raising, any steps already taken to try to resolve the issue, and any supporting information such as photographs or written notes. Providing complete and accurate information will help us investigate your complaint more efficiently.
Once we receive your formal complaint, we will acknowledge it within a reasonable time. In our acknowledgement, we will confirm that we have received your complaint and explain the next steps in the process. Where necessary, we may ask you for further information to clarify the issues you have raised.
In some cases, we may propose a visit to the property to inspect the areas of concern. This helps us understand whether the outcome relates to the condition of the carpets or upholstery, any pre-existing damage, or the work carried out by our technicians.
Your complaint will be reviewed by a member of our management team who was not directly responsible for the original work wherever possible. The investigation may include discussing the matter with the cleaning technician, reviewing any job notes or checklists from the visit, examining any photos taken before or after the work, and assessing any evidence you have provided.
We aim to investigate complaints thoroughly but also proportionately. Where complex issues are involved, the investigation may take longer. We will keep you informed if additional time is required and will explain the reason for any delay.
Once the investigation is complete, we will provide you with a clear response setting out our findings. We will explain whether we agree that the service fell short of our standards and, if so, what steps we propose to take to resolve the issue.
Depending on the circumstances, possible outcomes may include further cleaning of specific areas, a partial or full refund, a goodwill gesture, an explanation of why no further action is considered appropriate, or changes to our internal processes or staff training to prevent similar issues in the future.
We aim to resolve most complaints within a reasonable time from the date of acknowledgement. Some complaints, particularly those involving alleged damage or complex scheduling issues, may require more detailed investigation. In such cases, we will update you on progress and provide an estimated timescale for our final response.
Our priority is to reach a fair and balanced outcome, even if this requires additional time to gather the necessary information.
If you are not satisfied with the final outcome of your complaint, you may request that the decision is reviewed by a more senior manager, where available. You should do this as soon as possible after receiving our response and explain why you believe the decision is not fair or complete.
While we cannot guarantee that our conclusion will change, we will consider any further information you provide and will confirm whether the original decision is upheld or amended.
Carpet Cleaning Highbury aims to treat all clients fairly and to ensure that every complaint is reviewed on its merits. We also expect clients to use this procedure reasonably and to treat our staff with respect. We may decline to consider complaints that are clearly malicious, repetitive without new information, or relate to issues beyond our control, such as general wear or pre-existing damage not caused by our work.
We regularly review complaints and feedback to identify patterns, training needs, or changes we can make to improve our carpet and upholstery cleaning services. Your comments, whether positive or negative, help us refine our processes, maintain high standards, and enhance the overall experience for customers throughout our service area.
This Complaints Procedure is designed to give you confidence that any concerns you have about Carpet Cleaning Highbury will be taken seriously, considered fairly, and addressed in a professional and timely manner.
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