Soho Cleaners Complaints Procedure

Soho Cleaners is committed to providing reliable, high-quality cleaning services for homes and businesses. We recognise that, on occasion, our service may not meet expectations. This Complaints Procedure explains how you can raise a concern, how we will respond, and what you can expect from us throughout the process.

Our Commitment to Resolving Complaints

We treat all complaints seriously and view them as an opportunity to improve our services. Our aims are to resolve issues promptly, treat every customer fairly, and maintain clear communication throughout the process. We will always investigate complaints thoroughly and use the findings to refine our cleaning and customer care standards.

What Counts as a Complaint

A complaint is any expression of dissatisfaction about our cleaning services or customer service that requires a response. This can include, but is not limited to:

Service quality, such as missed areas, inadequate cleaning, or failure to follow agreed instructions. Professional conduct of our cleaners or staff members during bookings, site visits, or communications. Reliability issues, including lateness, missed appointments, or lack of notice of changes. Administration concerns, such as errors with bookings, billing, or service details.

If you are unsure whether your concern amounts to a complaint, please raise it with us. We will guide you through the process and ensure it receives the appropriate attention.

How to Raise a Complaint

You can raise a complaint through any of our standard contact methods. When submitting your complaint, please provide as much detail as possible, including:

Your full name and the address where the cleaning took place. The date and time of the service. A clear description of what went wrong or did not meet your expectations. Any relevant photographs, if they help explain the issue. Information about any previous attempts to resolve the matter with our team.

Providing these details helps us investigate efficiently and respond more quickly.

Timeframe for Making a Complaint

We encourage customers to raise complaints as soon as possible after the issue occurs. For one-off cleaning services, we ask that complaints are made within a reasonable time after the appointment so we can accurately review the work carried out. For ongoing or regular cleaning arrangements, you can raise concerns at any stage, and we will look into both recent and recurring issues.

How We Handle Your Complaint

Once we receive your complaint, we will follow a structured process to ensure it is managed consistently and fairly.

Initial acknowledgement: We will acknowledge your complaint as soon as reasonably possible. At this stage, we may ask you for any missing information needed to investigate.

Investigation: A member of our management or customer care team will review the details of your complaint. This may involve speaking with the cleaners who attended your property, reviewing schedules and records, and examining any photographs or notes you have provided.

Response and proposed resolution: After the investigation, we will send you a clear response setting out our findings, any actions already taken, and, where appropriate, our proposed resolution. We aim to resolve most complaints within a reasonable timeframe, depending on their complexity.

Possible Outcomes and Remedies

Our goal is to reach a fair and practical outcome that addresses your concerns. Depending on the circumstances, possible resolutions may include:

Providing a re-clean of specific areas or the entire property where the service fell short. Offering adjustments to your account where appropriate. Updating your cleaning instructions or preferences to prevent similar issues. Providing feedback, guidance, or additional training to our cleaners or staff. Reviewing and improving our internal procedures or quality checks.

Each complaint is assessed on its own facts, and any remedy will be tailored to the situation and the impact on you.

Escalating Your Complaint

If you are not satisfied with the initial response to your complaint, you may request that it be escalated. In this case, a senior member of the Soho Cleaners team will review the matter, including the original investigation and any new information you provide. They will then issue a further response, confirming whether the original decision is upheld or whether additional steps will be taken.

We will always explain the reasons for our decision and any actions we agree to take. While we may not always be able to provide the exact outcome you request, we will always aim to be transparent, reasonable, and respectful.

Confidentiality and Data Protection

All complaints are handled confidentially. Information you provide will only be shared with those who need it to investigate and respond to your complaint. We will store and process your personal data in line with our privacy commitments and applicable data protection requirements.

Using Complaints to Improve Our Services

Soho Cleaners uses feedback and complaints to continuously improve our cleaning services, customer care, and internal processes. We regularly review complaint trends to identify areas for improvement, update staff training, and refine our quality control checks. By raising a complaint, you are helping us enhance the experience for all our customers.

Alternative Ways to Give Feedback

Not all issues need to go through the formal complaints process. If you have suggestions, minor concerns, or comments about our cleaning services, you are welcome to share them with us at any time. We value all forms of feedback and will do our best to respond constructively, whether or not it is a formal complaint.

Review of This Procedure

This Complaints Procedure is reviewed regularly to ensure it remains clear, fair, and effective. We may update it from time to time to reflect changes in our services, customer expectations, or regulatory requirements. The most recent version will always apply to new complaints raised with Soho Cleaners.

If you have any questions about this Complaints Procedure or how it applies to your situation, please contact us through our usual customer service channels and we will be happy to provide further information.