Call our Elephant and Castle carpet cleaners company today. We offer high-quality cleaning work at budget-friendly prices.
 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 Elephant and Castle is committed to providing reliable, professional cleaning services and clear communication at every stage of your booking. We recognise that occasionally things may not go as expected, and when this happens, we want to know about it so we can put things right quickly and improve our service for the future.
This Complaints Procedure explains how you can raise a concern about our carpet, upholstery, rug, or hard floor cleaning services, what you can expect from us when you do, and the timescales in which we aim to resolve issues. This procedure applies to all customers using our services in Elephant and Castle and surrounding areas.
We aim to handle every complaint promptly, fairly, and consistently. Our goals are to:
Listen carefully to your concerns and understand the issue in full.
Acknowledge your complaint within a reasonable timeframe.
Investigate what went wrong and why.
Offer a clear explanation and, where appropriate, a suitable remedy.
Use the outcome of complaints to improve our cleaning processes and customer care.
A complaint is any expression of dissatisfaction about our services or the way they have been delivered, whether you feel:
The cleaning standard did not meet what was agreed or reasonably expected.
Our technicians did not behave in a professional or respectful manner.
There was a problem with appointment timings, access, or communication.
There was damage or suspected damage linked to the service provided.
Any aspect of your experience with Carpet Cleaning Elephant and Castle left you unhappy and you would like it to be reviewed.
You can raise a complaint verbally or in writing. When you contact us, please provide as much detail as you can, including:
Your full name and the address where the service took place.
The date and approximate time of the appointment.
A clear description of the issue you are unhappy about.
Any relevant information, such as the areas cleaned, the type of service booked, or any discussion you had with the technician.
Photos can be very useful, especially when your complaint relates to cleaning results or possible damage. Providing clear information at the outset helps us investigate your complaint more efficiently.
We ask that complaints about cleaning quality are raised as soon as reasonably possible, ideally within 48 hours of the service. This ensures we can properly assess the condition of carpets, rugs, or upholstery while the work is still recent.
Complaints regarding billing, booking arrangements, or conduct can be raised at any time, but it is always helpful if you contact us promptly so that we can review our records and any relevant notes.
When you make a complaint, we follow a structured process:
Acknowledgement: We will confirm that we have received your complaint. Where you have provided contact details, we will let you know who is dealing with your case and how they can be reached.
Initial Review: We will review the information you have provided, including any photos or notes from the cleaning technician. We may contact you for further details if needed.
Investigation: Depending on the nature of the complaint, we may:
Speak with the technician who carried out the work.
Check any job sheets, surveys, or pre-cleaning inspection reports.
Review before and after notes relating to stains, wear, or pre-existing conditions.
Site Visit: For certain issues, particularly those relating to results or alleged damage, we may suggest a visit to reassess the area. This helps us see the situation first-hand and consider the most appropriate resolution.
Outcome and Response: Once the investigation is complete, we will explain our findings and our proposed resolution. This may include a re-clean of specific areas, a partial refund, a full refund, or another form of remedy where appropriate and in line with our terms and conditions.
We aim to acknowledge all complaints within a reasonable time after receipt. Simple issues may be resolved very quickly, sometimes on the same day. More complex matters, particularly those involving further inspection or discussions with technicians, may take longer, but we will keep you informed of progress and expected timeframes.
Depending on the nature and findings of the complaint, we may offer one or more of the following:
Advice on aftercare or drying times if the issue is related to normal carpet behaviour.
A return visit to carry out additional cleaning at no extra cost where appropriate.
A partial or full refund where we accept that the service did not meet our standards.
Guidance on next steps if the issue is beyond the scope of our services, such as pre-existing damage or wear that could not reasonably be remedied by cleaning alone.
Any remedy will take into account the condition of the items before cleaning, the service originally booked, and any limitations explained at the time of quotation or pre-inspection.
If you are not satisfied with the outcome offered, you can ask for your complaint to be reviewed by a more senior member of our team. They will re-examine the details, including any additional information you may wish to provide, and issue a further response. This internal escalation is designed to ensure that your concerns are given full and fair consideration.
Every complaint, concern, or suggestion gives us an opportunity to improve. We regularly review the feedback we receive from customers in Elephant and Castle and nearby areas to identify patterns, training needs, or changes we can make to our processes. This ongoing review helps us maintain and enhance the standard of our carpet and upholstery cleaning services.
All complaints are handled with respect for your privacy. Information you provide in connection with a complaint is used only for the purpose of investigating and resolving the issue and for improving our service. We handle personal data in line with applicable data protection requirements.
By following this Complaints Procedure, Carpet Cleaning Elephant and Castle aims to resolve issues promptly and fairly, and to ensure that our customers feel listened to, respected, and supported whenever they use our cleaning services.
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