Our responsibility and limiting factors

It is our responsibility to supply you with goods and services that meet your consumer rights. If you have any concerns that we have not met our legal obligations please contact us.

Due to the nature of many of the items we clean and restore, we cannot guarantee to remove all stains, spots, or discolouration. Many of the staining materials that cause the stains are either adding colour or removing colours to the item. Many times these types of stains are due to spillage, unknown to or forgotten by the consumer and may become apparent after cleaning. Some examples of these materials are animal urine, inks, acid-based beverages or foods, plus many more. Hampshire Carpet and upholstery Care cannot be responsible for defects that may become apparent only after cleaning. Some common example of this would be white knots in oriental rugs, writing on the back of upholstery, or a blemish in leather hides.

Complaints

We take all complaints seriously. If you have an issue or a complaint with our work please let us know as soon as possible so that we can put things right.

You will receive a response within 5 working days, unless the complaint is of a complex nature and needs more investigation, in which case we will contact you within 5 working days and advise you of this. In these circumstances we will give you an indication of how soon a full response will be made.

Where it is not possible for us to resolve your complaint we will give you a clear explanation in writing. 

You can also raise your complaint with Hampshire County Council Trading Standards Service if you wish to do so.

Alternative Dispute Resolution

If we have been unable to resolve your complaint we will let you know and you are entitled to use an Alternative Dispute Resolution (ADR) method. 

As a member of the National Carpet Cleaners Association, the Association is able to act as an independent arbitration service, up to solicitor level.

Our membership number is 3662, and you can complete form online: https://ncca.co.uk/complaint/

NCCA

Museum of Carpet, Stour Vale Mill, Green Street, Kidderminster, DY10 1AZ

Email address: admin@ncca.co.uk

Website: www.ncca.co.uk

Should you wish to use another ADR provider, a list of approved bodies can be found at: www.tradingstandards.uk/advice/ADRApprovedBodies.cfm

Cancellations 

You have the right to cancel any contract without giving any reason, all we ask is if you can please give us as much notice as possible