Complaints Procedure for Carpet Cleaners Soho

Carpet Cleaners Soho is committed to providing reliable and professional carpet and upholstery cleaning services. We understand that occasionally things may not go as expected, and when this happens we want to know so we can put things right quickly and fairly. This Complaints Procedure explains how you can raise a concern, how we will respond, and what you can expect from us at every stage.

Our Commitment to You

We aim to deliver services to a consistently high standard across all areas we cover. If you are dissatisfied with any aspect of our work, our staff, or our communication, we encourage you to tell us. Every complaint is treated as an opportunity to improve our services and to maintain your confidence in our company.

We will handle all complaints in a way that is:

Clear and straightforward, so you know what to do and what to expect

Fair and impartial, giving everyone an equal and respectful hearing

Confidential, with your information handled sensitively and securely

Timely, with clear response times and regular updates

What This Procedure Covers

This Complaints Procedure applies to all domestic and commercial customers who use Carpet Cleaners Soho for services such as carpet cleaning, rug cleaning, upholstery cleaning, and related treatments. It covers:

Concerns about the quality or outcome of cleaning work

Issues with punctuality, professional conduct, or behaviour of staff

Problems with scheduling, billing, or communication

Any dissatisfaction with how previous concerns have been handled

This procedure does not cover routine service enquiries or booking changes, which should be handled through our normal customer service channels.

How to Make a Complaint

You can raise a complaint in writing or verbally. To help us investigate and resolve your complaint as efficiently as possible, please provide:

Your full name and the address where the service took place

The date and approximate time of the service

A clear description of what went wrong and how it has affected you

Any relevant supporting details, such as photos or job references, if available

If you raise your concern immediately with the cleaning technician on site, they will do their best to resolve the matter there and then. If this is not possible, or if you prefer not to discuss it at the time, the complaint will be passed to our office team for formal review.

Time Limits for Making a Complaint

We recommend that complaints relating to the quality of cleaning are raised as soon as possible and ideally within 48 hours of the service. This allows us to assess the situation accurately and, where appropriate, arrange a prompt re-visit or further inspection.

Complaints made after this period will still be considered, but it may be more difficult to verify the circumstances or to offer certain types of remedy.

How We Handle Your Complaint

Once we receive your complaint, it will be handled in the following stages.

Stage 1: Acknowledgement

We will acknowledge your complaint as soon as reasonably possible. In our acknowledgement, we will confirm that we have received your complaint, clarify any information if needed, and outline the next steps and likely timescales for our investigation.

Stage 2: Investigation

Your complaint will be reviewed by an appropriate member of our management or customer care team. The investigation may include:

Reviewing your account, job records, and any notes taken by staff

Speaking to the technicians or team members involved

Considering photographs, evidence, or additional information you provide

Where necessary, we may suggest a follow-up visit to inspect the affected areas. This helps us assess whether further cleaning, restoration, or another solution is appropriate.

Stage 3: Response and Outcome

After the investigation, we will provide you with a written or verbal response setting out:

Our understanding of your complaint

The results of our investigation

Any proposed resolution or explanation

Where we find that our service has fallen below our expected standards, we will seek to offer a fair remedy. This may include, depending on the circumstances:

A re-clean of specific areas or items

Partial or full adjustment of charges

An apology and explanation

Other appropriate steps to put matters right

Timescales for Response

We aim to resolve most complaints as quickly as possible. While exact timescales may vary depending on the complexity of the issue, we will:

Acknowledge your complaint promptly

Endeavour to provide a full response within a reasonable period from acknowledgement

Keep you informed if the investigation takes longer than expected

If You Are Not Satisfied with the Outcome

If you are unhappy with our initial response, you may request a further review. In this case, a different member of the management team will re-examine your complaint and the steps already taken, and will provide a final position wherever possible.

We are committed to dealing with all complaints fairly, but there may be occasions where we cannot agree with your preferred outcome. Where this is the case, we will clearly explain the reasons for our decision.

Your Responsibilities as a Customer

To help us manage complaints effectively, we ask that you:

Raise your concerns as soon as possible after the service

Provide accurate and complete information regarding the issue

Allow reasonable access for inspections or remedial work, where agreed

Communicate with our staff respectfully and constructively

Continuous Improvement

All complaints received by Carpet Cleaners Soho are reviewed periodically to identify patterns, areas for improvement, and training needs. This helps us maintain and enhance our standards across our service area and ensures that lessons are learned from any mistakes.

Policy Review

This Complaints Procedure is reviewed regularly to ensure it remains clear, effective, and aligned with our commitment to high-quality cleaning services and fair treatment of our customers. Updated versions will apply to all new complaints from the date of publication.

If you have any questions about this Complaints Procedure or how it applies to your situation, you can contact our customer service team, who will be happy to provide further information.