Cleaners Soho is committed to delivering reliable, high-quality cleaning services and professional customer care. We understand that, on occasion, things may not go as expected. This complaints procedure explains how you can raise a concern about our services, how we will respond, and what you can expect from us at each stage.
We aim to resolve all complaints quickly, fairly and transparently. Every complaint is taken seriously and is treated as an opportunity for us to improve our domestic and commercial cleaning services. We will always:
Listen carefully to your concerns, treat you with respect and courtesy, investigate what went wrong, explain our findings in clear language, and where appropriate, put things right or offer a fair remedy.
A complaint is any expression of dissatisfaction about our cleaning services, our cleaners, our administration or communication, whether made verbally or in writing, where you are expecting a response or resolution. This may include, for example, concerns about the standard of cleaning, punctuality, conduct of staff, access arrangements, or how our team has communicated with you.
Complaints can be made by any customer who has used our cleaning services, including one-off or regular bookings, end of tenancy cleans, office cleaning or other specialist services. A complaint may also be raised by someone acting on behalf of a customer, with their permission.
You can make a complaint to Cleaners Soho verbally or in writing. Providing clear and detailed information will help us investigate and resolve your concerns more quickly. When raising a complaint, please include where possible:
Your full name, your property or site address, the date and approximate time of the clean, a description of the issues you are unhappy about, and what outcome you are seeking, for example a re-clean or explanation.
If you are able to provide photos or any supporting information, this can help us understand the problem more accurately. Please raise your complaint as soon as possible after the incident, so that details are still fresh and easier to verify.
In the first instance, we will always try to resolve your complaint informally and promptly. This is usually handled by our customer service team or the relevant supervisor.
We aim to acknowledge your complaint within a reasonable period and, where possible, to resolve straightforward issues immediately or within a short timeframe. For example, we may:
Offer a re-clean of specific areas, provide clarification or an explanation, or agree an adjustment to future work or scheduling to prevent a recurrence.
If you are satisfied with the outcome at this stage, the complaint will be closed and recorded for monitoring and service improvement purposes.
If your complaint cannot be resolved at the initial stage, or you are not satisfied with the first response, you may request a formal investigation. At this stage, the complaint will be reviewed by a senior member of our management team.
During the formal investigation we may:
Contact you to obtain any further information required, speak to the cleaners involved, review job logs or schedules, and consider any photographs or evidence provided.
Once the investigation is complete, you will receive a written response setting out:
A summary of your complaint, the steps we have taken to investigate, our findings and conclusion, and any actions or remedies we are offering.
Depending on the nature of the complaint and our findings, possible outcomes may include:
A clear explanation of what happened and why, an apology where appropriate, a partial or full re-clean of the affected areas, changes to how we schedule or deliver your cleaning, additional staff training or supervision, or other appropriate remedial actions.
All decisions will be made with the intention of being fair, proportionate and reflective of the specific circumstances of your complaint.
We aim to deal with all complaints as promptly as possible. Response times may vary depending on the complexity of the matter and the need to gather information from cleaners or third parties. We will keep you informed of our progress, especially where an investigation may take longer than usual. Our goal is always to provide a clear and final response within a reasonable, practical timeframe.
All complaints are handled in confidence and in line with our data protection responsibilities. Information about your complaint will only be shared internally with staff who need it to investigate or resolve the issue. Details are stored securely and retained only for as long as necessary to manage the complaint and meet any legal or regulatory requirements.
We are committed to treating every customer fairly and with respect. In return, we expect our staff to be treated in the same way. If a complaint is pursued in a way that is abusive, threatening or clearly unreasonable, we may limit or end communication with the person making the complaint. This decision would not be taken lightly and would only occur after careful consideration by management.
We monitor and review complaints regularly to identify patterns, recurring issues and areas for improvement in our cleaning services across our service area. Lessons learned from complaints may lead to additional training, changes to procedures, or improvements in how we communicate with clients. Your feedback, whether positive or negative, helps Cleaners Soho to maintain and raise service standards.
We hope that our internal complaints procedure provides a clear and fair way to resolve any concerns you may have. If, after following all stages of our process, you still feel that your complaint has not been addressed satisfactorily, you may choose to seek independent advice about your options. This may include speaking to a consumer advice organisation or professional body relevant to your situation.
This complaints procedure is reviewed periodically to ensure it remains clear, effective and in line with best practice for cleaning companies. Updates may be made from time to time to reflect changes in our services or legal requirements.
By using our services, you acknowledge that you have access to this complaints procedure and understand how to raise any concerns about Cleaners Soho.
Choose our cleaners Soho company for all your cleaning needs in W1 area. We can provide you with the kind of help which you can trust.
Price List
| Carpet Cleaning | from £ 55 |
| Upholstery Cleaning | from £ 55 |
| End of Tenancy Cleaning | from £ 95 |
| Domestic Cleaning | from £ 13.50 |
| Regular Cleaning | from £ 13.50 |
| Office Cleaning | from £ 13.50 |
*Price excluding VAT
*Minimum charge apply
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