Complaints Procedure for Soho Carpet Cleaning Customers

Soho Carpet Cleaning is committed to providing reliable, professional cleaning services and a positive customer experience at every visit. We recognise that, on occasion, things may not go as planned. This Complaints Procedure explains how you can raise a concern, how we will handle your complaint, and what you can expect from us at each stage.

1. Purpose of this Complaints Procedure

The purpose of this procedure is to offer a clear and fair process for resolving complaints about our carpet, upholstery, rug or related cleaning services. Our aims are to:

• Make it easy for you to tell us when something has gone wrong.
• Respond to your concerns within reasonable timescales.
• Investigate complaints thoroughly and impartially.
• Put things right, where possible, and learn from feedback so we can improve future services.

2. What This Procedure Covers

This procedure applies to complaints about services provided by Soho Carpet Cleaning, including but not limited to:

• Carpet cleaning in homes, offices and commercial premises.
• Upholstery and sofa cleaning.
• Rug and runner cleaning.
• End of tenancy and move-in or move-out cleaning relating to carpets and soft furnishings.
• Stain removal and specialist treatments.

It covers concerns about quality of work, punctuality, conduct or behaviour of staff, communication issues and any other aspect of the service we provide on site.

3. Making a Complaint

We encourage you to raise any concern as soon as possible, ideally within a reasonable period after the service has taken place. This allows us to investigate while details are still clear for everyone involved.

You can make a complaint by contacting our customer support team and providing the following information:

• Your full name and, where relevant, the name of the person who made the booking.
• The service address where the cleaning took place.
• Date and approximate time of the service.
• A clear description of what went wrong and how it has affected you.
• Any supporting information such as photos or notes, if relevant.

If you raise an issue with our cleaning team while they are still on site, they will do their best to resolve it immediately. If you remain dissatisfied, or if the issue only becomes apparent after they leave, you can escalate the matter as a formal complaint using this procedure.

4. Acknowledgement of Your Complaint

Once we receive your complaint, we will record it in our internal system and assign it to a member of our team for review. We aim to acknowledge all complaints within a reasonable period of time. The acknowledgement will confirm that we have received your complaint and that it is being reviewed in line with this procedure.

5. How We Investigate Complaints

Every complaint is taken seriously and handled as objectively as possible. Our investigation may include:

• Reviewing your booking details, service notes and any relevant job records.
• Speaking with the cleaning team members who attended the property.
• Assessing any photographs or other evidence you provide.
• Considering any previous correspondence or attempts to resolve the issue.

We will look at both the specific circumstances of your complaint and whether any underlying processes, training or communication should be improved to reduce the chance of similar issues arising in the future.

6. Response and Resolution

Following our investigation, we will provide you with a clear response. Where possible, this will include:

• A summary of your complaint as we understand it.
• The steps we have taken to investigate the matter.
• Our findings and conclusion.
• Any actions we propose to resolve the issue.

Potential resolutions may include, depending on the circumstances:

• An apology and explanation.
• A return visit to re-clean specific areas.
• Practical steps to remedy any issues within our control.
• A gesture of goodwill, where appropriate and at our discretion.

We aim to resolve complaints within practical timeframes. If we anticipate a delay in concluding our investigation, we will let you know and keep you updated.

7. Your Responsibilities as a Customer

To help us deal with your complaint fairly and efficiently, we ask that you:

• Provide accurate and complete information about the service and your concerns.
• Allow us reasonable access to the property, if a site visit or re-clean is needed.
• Engage with our team in a respectful and constructive manner.
• Raise your concerns as soon as reasonably possible after the service.

We reserve the right to terminate communication where behaviour towards our staff becomes abusive, threatening or otherwise unreasonable. In such cases, we may provide a final written response and decline further contact about the same matter.

8. Escalation of Your Complaint

If you believe that your complaint has not been handled in line with this procedure, you may request that it is reviewed by a more senior member of our team. When asking for an escalation, please clearly state why you are dissatisfied with the initial outcome and what resolution you are seeking.

The senior review will focus on whether the original investigation was adequate and whether the response was fair and reasonable in the circumstances. Once this review is complete, we will issue a final response.

9. Learning from Complaints

Complaints and customer feedback are an important part of how Soho Carpet Cleaning improves its services. Outcomes from complaints may be used to:

• Update staff training and guidance.
• Refine our cleaning methods and quality checks.
• Improve our scheduling, communication and booking processes.
• Enhance our overall customer care approach.

We review complaint information periodically to identify patterns and opportunities to raise standards across all properties and locations we serve.

10. Changes to this Complaints Procedure

We may update this Complaints Procedure from time to time to reflect changes in our services, internal processes or legal and regulatory requirements. The version published by Soho Carpet Cleaning at the time you raise your complaint will normally apply to the handling of that complaint.

If you have any questions about how this procedure works, or if you require clarification before submitting a complaint, our customer support team will be happy to provide further information about the process.