Cleaner Soho Complaints Procedure

Cleaner Soho is committed to providing reliable, high quality cleaning services. We recognise that, on occasion, things may not go as planned. When this happens, we want to know about it so we can put things right quickly and prevent issues from recurring. This complaints procedure explains how you can raise a concern, how we will respond, and the standards you can expect from us.

Purpose of This Complaints Procedure

This procedure sets out a clear and fair process for handling complaints about our cleaning services. It applies to all residential and commercial customers who use Cleaner Soho. Our aim is to resolve problems at the earliest opportunity, with minimal disruption to your home or business and with full respect for your time.

What We Class as a Complaint

A complaint is any expression of dissatisfaction about our cleaning services, our staff, or how we have handled a previous enquiry, where you would like a response or resolution. Examples include concerns about the standard of cleaning, missed or incomplete tasks, conduct or behaviour of staff members, lateness or non-attendance, changes to agreed services without notice, or billing or payment issues related to cleaning work. General feedback, suggestions, or requests for additional services are welcomed but are not treated as complaints unless you ask us to do so.

How to Make a Complaint

You can make a complaint verbally or in writing, whichever is easier for you. When raising a complaint, please provide as much relevant detail as you can, including your full name, the service address, the date and approximate time of the cleaning visit, a clear description of what went wrong, any photographs or notes that help explain the issue, and what outcome you would consider fair. The more information you share, the faster and more accurately we can investigate.

Initial Informal Resolution

In many cases, complaints can be resolved informally and quickly. If you feel comfortable doing so, please raise the issue as soon as possible after the service, preferably within 48 hours. An appropriate member of our team will discuss the issue with you, clarify what has happened, and aim to agree a practical solution. This may involve returning to complete missed tasks, rectifying specific areas of concern, or reviewing how the service is delivered for future visits. If you are not satisfied with the informal response, you may proceed to the formal complaints process.

Formal Complaints Process

If an informal discussion has not resolved your concern, or if you prefer not to deal with it informally, you may submit a formal complaint. Please state clearly that you wish your concern to be treated as a formal complaint and include all relevant information. Once received, we will acknowledge your complaint within a reasonable timeframe and let you know that it is being reviewed. A manager or senior member of staff will then investigate the matter impartially.

The investigation may include reviewing cleaning schedules, checklists, and notes, speaking with the cleaners involved, considering any photographs or evidence provided by you, and, where appropriate, arranging a visit to inspect the premises. We aim to complete this review within a reasonable period, taking into account the complexity of the issue.

Our Response and Possible Outcomes

After we have investigated your complaint, we will provide a clear written or verbal response setting out what we have found, whether the complaint has been upheld in full, in part, or not upheld, and what action we propose to take. Depending on the circumstances, outcomes may include a sincere apology, corrective cleaning work at no additional cost where appropriate, changes to how we schedule or supervise cleaning staff, staff training or guidance to prevent a recurrence, or, in some cases, a partial or full adjustment to your invoice if justified by the findings.

Escalation of Your Complaint

If you remain dissatisfied with our response, you may request that your complaint be reviewed again. On escalation, a more senior person within Cleaner Soho will reassess the original investigation and the conclusions reached. They may contact you to clarify points or request additional information. Following this review, we will issue a final response outlining our position and any further actions we can reasonably take. This internal escalation is intended to ensure that your concerns have been fully and fairly considered at a higher level within the company.

Your Responsibilities During the Process

To help us deal with your complaint efficiently, we ask that you raise concerns as soon as reasonably possible after the service, provide accurate, factual information, and treat our staff with courtesy and respect at all times. Abuse, harassment, or discriminatory behaviour towards our team will not be accepted and may lead to the termination of services, irrespective of the complaint itself.

Our Commitment to Continuous Improvement

Every complaint is an opportunity for Cleaner Soho to learn and improve. We record and review complaints periodically to identify patterns, recurring issues, and areas where our cleaning services, training, or procedures can be strengthened. Our aim is not only to resolve individual complaints, but also to reduce the likelihood of similar problems affecting other customers in the future.

Confidentiality and Data Handling

We treat all complaints in confidence. Details are shared only with those who need the information to investigate and resolve the issue. Any personal information you provide during the complaints process will be handled in line with applicable data protection principles and used only for the purpose of dealing with your complaint and improving our services.

Review of This Procedure

This complaints procedure is reviewed periodically to ensure it remains clear, fair, and effective. Cleaner Soho reserves the right to update or amend this procedure when necessary. The version available through our main customer information channels will always be the current one.