Soho Cleaner Complaints Procedure

Soho Cleaner is committed to providing professional, reliable and consistent cleaning services for homes and businesses. We recognise that on occasion things may not go as planned. This Complaints Procedure explains how you can raise a concern, how we will respond, and the steps we will take to reach a fair resolution.

Our Commitment to You

We aim to handle all complaints in a way that is prompt, fair, transparent and respectful. Every complaint is taken seriously, investigated thoroughly and used as an opportunity to improve our services and systems. We will always try to resolve issues at the earliest possible stage.

What Is a Complaint

A complaint is any expression of dissatisfaction about our cleaning services, our staff, our communication, or the way we have handled a previous concern. This includes issues relating to quality of cleaning, punctuality, behaviour or conduct of cleaners, billing concerns, missed appointments, or any aspect of our customer service.

If you are unhappy with any part of the service you receive from Soho Cleaner, we encourage you to tell us as soon as possible so we can put matters right.

How to Make a Complaint

You can make a complaint to Soho Cleaner in writing or verbally. When raising a complaint, please provide as much detail as you can, including:

The date and approximate time of the service, the location where the service took place, a clear description of the problem or concern, the names of any staff members involved if known, and any steps you have already taken to resolve the issue.

Providing clear information helps us investigate your complaint efficiently and reach a resolution more quickly.

Stage One: Initial Informal Resolution

In many cases, concerns can be resolved quickly and informally. We encourage you to raise your concern with us as soon as you become aware of the issue, ideally within 48 hours of the cleaning service taking place, so we can assess the situation accurately.

At this stage we will listen to your concerns, ask any necessary questions, and try to offer an immediate solution. This may include arranging a return visit, rectifying any missed areas, providing clarification on what was agreed, or discussing any misunderstandings about the scope of work.

Where an informal solution is agreed, we will confirm what has been decided and any actions we will take, along with an estimated timescale.

Stage Two: Formal Complaint Review

If you are not satisfied with the initial response, or if the issue is more serious or complex, you may ask for your complaint to be treated as a formal complaint. At this stage, a senior member of our team will review your complaint in more detail.

The formal review will usually involve: examining the details you have provided, reviewing records related to your booking and service, speaking with any staff involved, assessing whether our standards and procedures were followed, and considering what actions are appropriate to resolve the matter.

We aim to acknowledge all formal complaints within a reasonable timeframe and to provide a full response once our investigation is complete. If we need more time to investigate, we will let you know and explain the reason for the delay.

Our Response and Possible Outcomes

Once we have completed our investigation, we will explain our findings and the outcome clearly. Where a complaint is upheld, possible resolutions may include one or more of the following: offering a re-clean or corrective visit, adjusting or refunding part of the service charge, providing additional support or training to staff, updating our processes to prevent similar issues in future, or issuing an apology and explanation where appropriate.

If we do not uphold your complaint, we will explain the reasons for our decision and the information we relied upon when reaching that conclusion.

Customer Responsibilities

To help us handle your complaint effectively, we ask that you: raise concerns as soon as reasonably possible after the service, provide accurate and complete information, remain courteous and respectful in all communications, allow us reasonable time to investigate and respond, and cooperate with any reasonable steps we need to take to assess the issue, such as visiting the property or requesting photographs.

This cooperative approach allows us to resolve matters fairly and efficiently for everyone involved.

Confidentiality and Data Protection

All complaints are handled in confidence and only shared with those who need to know in order to investigate and resolve the matter. We manage any personal data related to your complaint in line with our privacy practices and relevant data protection requirements. Information will be kept only for as long as necessary and used solely for the purpose of managing and learning from your complaint.

Continuous Improvement

Soho Cleaner is committed to continual improvement of our cleaning services and customer care. We regularly review complaints to identify patterns, areas of risk and opportunities to enhance our training, quality checks, communication and service delivery. Lessons learned from complaints help us improve the experience for all our residential and commercial clients across our service area.

Monitoring and Review of This Procedure

This Complaints Procedure is reviewed periodically to ensure it remains clear, fair and effective. We may update it from time to time to reflect changes in our operations, legal requirements or best practice in complaint handling. The most current version will always apply to how we manage your complaint.

We value your feedback and appreciate you taking the time to tell us when something has not met your expectations. Your comments help us to maintain high standards and continually improve the cleaning services we provide.