Choose our dedicated W1 carpet cleaning company in Soho. We can come to your property at any time on any day you want.
 Carpet Cleaning
price from
| £55 |
 Upholstery Cleaning
price from
| £55 |
 End Of Tenancy Cleaning
price from
| £95 |
 Domestic Cleaning
price from
| £13.50 |
 House Cleaning
price from
| £13.50 |
 Office Cleaning
price from
| £13.50 |
*Price excluding VAT
*Minimum charge apply
Carpet Cleaning Soho is committed to delivering reliable, consistent cleaning services for carpets, rugs, upholstery and soft furnishings. We aim to provide a positive experience for every customer, and we take all complaints seriously. This complaints procedure explains how you can raise a concern, how we will respond, and what you can expect at each stage.
We understand that issues can occasionally arise, even with the most careful planning. When this happens, we are committed to putting things right quickly and fairly. Every complaint is treated with respect, kept confidential as appropriate, and used to improve our cleaning services and customer care across our service areas.
We aim to:
Respond to complaints in a timely and professional manner.
Investigate each concern thoroughly and objectively.
Provide a clear explanation of our findings and any proposed solution.
Use feedback to review and improve our carpet and upholstery cleaning processes.
A complaint is any expression of dissatisfaction about our services, staff, or handling of your booking. This may include, but is not limited to:
Concerns about the quality or outcome of a carpet, rug, upholstery or mattress cleaning visit.
Damage allegedly caused to property or furnishings during a service.
Issues with punctuality, communication, or staff behaviour.
Disagreement about pricing, quotations or charges.
Any situation where you feel that Carpet Cleaning Soho has not met reasonable expectations for a professional cleaning company.
You can raise a complaint verbally or in writing. To help us handle your concern effectively, please provide as much detail as possible, including:
Your full name and preferred contact details.
The service address and type of cleaning carried out, such as carpet cleaning, upholstery cleaning, rug cleaning or end of tenancy cleaning.
The date and approximate time of the service.
A clear description of what went wrong or why you are dissatisfied.
Any relevant supporting information, such as photographs of the affected area, or the name of the technician if known.
We encourage you to make a complaint as soon as possible after the service so that we can investigate promptly while details are still fresh and any evidence is available.
Once we receive your complaint, we will log it in our internal system and begin an initial review. We aim to acknowledge your complaint within a reasonable timeframe, confirming that it has been received and that an investigation is under way.
During this stage, we may contact you to ask for further information or clarification. Providing accurate and complete information helps us resolve the issue more quickly.
A member of our management or customer care team will investigate your complaint fairly and impartially. The investigation may include:
Reviewing your booking details, service notes and any relevant photographs.
Speaking to the cleaning technician or team who attended your property.
Assessing whether agreed work was completed as described.
Considering our policies, training and quality standards for carpet and upholstery cleaning.
We aim to complete our investigation within a reasonable period, depending on the complexity of the issue and the availability of all necessary information.
Once the investigation is complete, we will provide you with a clear response. This will normally include:
A summary of your complaint.
An outline of the steps we took to investigate.
Our findings and any conclusions reached.
Any proposed resolution or remedial action.
Possible outcomes may include a return visit to re-clean specific areas, a partial refund, a full refund, or an explanation where we believe the service met the agreed specification and industry standards. Our aim is always to reach a fair and reasonable outcome based on the facts.
If you are not satisfied with our initial response or the proposed resolution, you may request that your complaint is reviewed at a higher level within Carpet Cleaning Soho. When you do so, please explain why you remain dissatisfied and what outcome you are seeking.
A senior member of our team will then re-examine the complaint, the investigation and the decision already made. They may contact you for additional information or clarification. After this review, we will provide a final response setting out our position.
To ensure we can investigate thoroughly, we ask that complaints are made within a reasonable time after the cleaning service has been carried out. Issues relating to stain removal, wear, or pre-existing damage are more difficult to assess if a long period has passed, or if further cleaning or treatment has taken place since our visit.
Photographs, videos, and any written notes you can provide are very helpful, particularly in cases involving alleged damage or unsatisfactory results. We may also request our own follow-up inspection to assess the condition of carpets, rugs or upholstery.
We expect all customers and staff to treat each other with courtesy and respect throughout the complaints process. We will not tolerate abusive or threatening behaviour towards our team. In rare situations involving unreasonable or persistent complaints, we may apply appropriate measures to manage communication while still fulfilling our obligations to investigate genuine concerns.
Every complaint received by Carpet Cleaning Soho is an opportunity to review our work and strengthen our processes. We regularly assess feedback and complaint trends to improve training, update cleaning methods and enhance customer communication across all of our service areas.
By following this complaints procedure, we aim to resolve your concerns in a professional, transparent and timely manner, while ensuring that our carpet and upholstery cleaning services continue to meet high standards of quality and reliability.
(74)
