Complaints Procedure

Complaints Procedure for Soho Carpet Cleaning

Soho Carpet Cleaning is committed to delivering reliable, professional carpet and upholstery cleaning services. We aim to resolve any concerns quickly and fairly. This complaints procedure explains how you can raise a complaint, how we will respond, and the steps we take to put things right.

Purpose and Scope

This procedure applies to all domestic and commercial customers who have used Soho Carpet Cleaning for any cleaning service. It covers concerns about service quality, conduct of staff, communication, scheduling, and any other aspect of our work. We encourage you to tell us if something has not met your expectations so we can improve and prevent issues from recurring.

What We Class as a Complaint

A complaint is any expression of dissatisfaction, whether verbal or written, where you believe Soho Carpet Cleaning has:

Failed to deliver a service as agreed, delivered work below the expected standard, caused damage or loss, acted in an unprofessional manner, or failed to communicate clearly or within agreed timescales.

We treat all complaints seriously and handle them with respect, confidentiality, and without discrimination.

Raising a Complaint

You can raise a complaint verbally or in writing. While we will always try to resolve issues immediately on site, we recommend submitting more detailed complaints in writing so we have a clear record of the matter.

When making a complaint, please provide the following information where possible:

Your full name and any relevant booking details, the date and address where the service took place, a clear description of what went wrong, when you noticed the problem, and what outcome you are seeking, such as re-cleaning or further investigation.

Providing photographs or other evidence can assist us in assessing your complaint more quickly, especially where you are concerned about damage, stains, or incomplete work.

Time Limits for Complaints

To help us investigate effectively, we request that you raise any complaint as soon as possible after the service, and ideally within 7 days. Issues relating to visible results, such as staining or missed areas, are best reported within 24 to 48 hours. This allows us to re-inspect the work while the condition of the carpets or upholstery is still recent.

Complaints made outside this period will still be considered, but our ability to investigate and offer a practical remedy may be reduced.

How We Handle Your Complaint

We aim to deal with all complaints promptly and fairly. Our process generally follows these stages:

Initial acknowledgement: We will acknowledge your complaint and confirm that it is being reviewed. Where the issue is straightforward, we may be able to resolve it at this stage.

Investigation: A member of our management team will review your account, any notes from the cleaning team, and any evidence you have supplied. Where necessary, we may contact you to request additional information or arrange a visit to inspect the work.

Outcome and response: Once our investigation is complete, we will explain our findings and any proposed resolution. This may include corrective work, a partial refund, a goodwill gesture, or an explanation where we are unable to uphold the complaint.

Timescales for Response

We aim to acknowledge all complaints promptly. We will then work to complete our investigation and provide a full response within a reasonable timeframe, depending on the complexity of the issue and the availability of inspection appointments.

Where we cannot provide a final response within our usual timescale, we will let you know and explain the reasons for the delay, together with an updated timeframe for our reply.

Possible Outcomes and Remedies

Where we find that Soho Carpet Cleaning has not met the standards we set for our services, we will consider appropriate remedies, which may include one or more of the following:

Offering to return and re-clean affected areas, providing advice on aftercare where cleaning results are limited by the condition or age of the materials, agreeing a partial refund or price adjustment where justified, providing a written explanation or apology, and reviewing our internal processes or staff training to reduce the risk of similar issues arising in future.

Any remedy offered will consider the nature of the service, the condition of the items before cleaning, and industry standards for professional cleaning work.

When We May Not Uphold a Complaint

There may be situations where we are unable to uphold a complaint. For example, where pre-existing damage or wear limits the achievable result, where issues arise from factors outside our control, such as building conditions or subsequent spillages after the clean, or where the cleaning results are consistent with what was explained during the booking or pre-inspection.

In such cases, we will explain clearly why we are not able to offer compensation or further remedial work.

Escalating a Complaint

If you are dissatisfied with the response you receive, you may request that your complaint is reviewed by a senior member of the Soho Carpet Cleaning management team. They will re-examine the details of your complaint, the steps taken so far, and any evidence provided before issuing a final decision.

Confidentiality and Data Protection

All complaints are handled in confidence. Information you provide will be used only for the purpose of investigating and resolving your complaint and for improving our services. We will store and process your data in line with applicable data protection requirements.

Continuous Improvement

Soho Carpet Cleaning values feedback as an essential part of improving our services. We review complaint records to identify patterns, update staff training, and refine our working methods. By following this complaints procedure, we aim to treat every customer fairly and enhance the quality and reliability of our cleaning services over time.