Complaints Procedure For Professional Sofa Cleaning

This Complaints Procedure explains how you can raise a concern about our professional sofa cleaning services and how we will respond. Our aim is to provide a clear, fair and timely process so that any issues are handled professionally and used to improve our service across our operating areas.

Our Commitment To You

We are committed to providing high quality sofa and upholstery cleaning for homes and businesses. If something goes wrong, we want to know about it as soon as possible so we can put it right. All complaints are taken seriously, treated with respect and handled in line with this procedure.

We aim to:

• Make it simple and straightforward to raise a complaint.
• Acknowledge your complaint promptly.
• Investigate in a fair and impartial way.
• Provide a clear explanation and outcome.
• Where appropriate, agree practical steps to resolve the matter.

What Counts As A Complaint

A complaint is any expression of dissatisfaction about our sofa cleaning or customer service, whether it is justified or not. This may relate to:

• The quality or results of the sofa cleaning work.
• Conduct, behaviour or attitude of cleaning technicians.
• Punctuality, missed appointments or access issues.
• Communication before, during or after your booking.
• How we have handled a previous concern or query.
• Health, safety or care taken within your property.

Raising a complaint will not affect your legal rights.

How To Make A Complaint

You can make a complaint in whichever way is most convenient for you. You may contact us in writing or by speaking with a member of our team. If you raise a complaint verbally, we may make written notes to ensure we fully understand and record the details.

Please provide as much information as possible, including:

• Your full name and the property address where the sofa cleaning took place.
• The date of the cleaning appointment and, if known, the time and name of the technician.
• A clear description of what went wrong and what you were expecting.
• Any impact the issue has had on you or your property.
• Any photographs or evidence that may help us understand the problem.
• What outcome you are seeking, for example a re-clean, explanation or compensation.

Timescales For Raising A Complaint

We ask that you raise any complaint as soon as reasonably possible after the sofa cleaning service. This gives us the best chance to investigate effectively and, where relevant, to inspect the work or condition of the upholstery while it is still recent.

Stage One: Initial Response

Once we receive your complaint, we will:

• Record the details in our internal system.
• Acknowledge receipt and confirm that we are investigating.
• Where necessary, request any additional information we may need.

We aim to acknowledge your complaint within a reasonable timeframe and to keep you informed of the progress of our investigation.

Stage Two: Investigation

Your complaint will be reviewed by a senior member of our team who was not directly involved in the original service. This helps ensure the investigation is fair and impartial.

As part of the investigation we may:

• Speak to the sofa cleaning technician or team who attended your property.
• Review job notes, cleaning methods, products used and any relevant risk assessments.
• Consider any photographs, messages or other evidence you have provided.
• If appropriate, arrange a follow-up visit to inspect the upholstery.

We will consider whether our service met our own standards, the information given to you before the appointment and any relevant industry guidelines for sofa and upholstery cleaning.

Stage Three: Outcome And Resolution

When our investigation is complete, we will provide you with a clear written response setting out:

• A summary of your complaint and what we have investigated.
• Our findings and whether your complaint is upheld, partially upheld or not upheld.
• The reasons for our decision.
• Any actions we will take to resolve the matter.

Depending on the circumstances, possible resolutions may include:

• Offering advice or clarification about the work carried out.
• Providing a re-clean or additional cleaning where suitable and safe.
• Offering a gesture of goodwill or financial adjustment, where appropriate.
• Explaining where we are unable to meet the outcome you requested.

Escalating Your Complaint

If you are not satisfied with the outcome of the investigation at Stage Three, you may ask for your complaint to be reviewed again. A different senior member of the team will reconsider the information, look at how the complaint was handled and decide whether any further action is necessary.

During this review stage, we may ask you to clarify which parts of the response you disagree with and what further outcome you are seeking. We will then provide a final response. This will generally conclude our internal complaints process.

Complaints About Health, Safety Or Damage

Any complaint involving potential health or safety risks, or alleged damage to property or furnishings, will be treated with particular urgency. We may request photographs, reports or independent inspections, and in some cases we may immediately suspend further cleaning work at your property or within the affected area until the matter is properly assessed.

Where an allegation of damage is made in relation to sofas or other upholstery, we will consider pre-existing condition, age, material type, manufacturer care instructions and any disclaimers given before cleaning. We may also ask whether pre-clean photographs or inspections were carried out.

Use Of Feedback To Improve Our Service

We value all feedback, including complaints, because it helps us maintain and improve our sofa cleaning services throughout our service area. We regularly review complaints to identify patterns or recurring issues. Where relevant, we may update staff training, adjust cleaning methods, revise risk assessments or improve our customer communication.

Confidentiality And Data Protection

All complaints are handled in line with our data protection responsibilities. Information you share with us in relation to a complaint will be used only for investigating and resolving that complaint, for internal monitoring and for improving our services. It will not be shared with third parties unless required by law or with your explicit consent.

Review Of This Complaints Procedure

This Complaints Procedure is reviewed regularly to ensure it remains clear, fair and effective. We may make changes from time to time to reflect legal requirements, industry practice or improvements to the way we deliver sofa and upholstery cleaning services. The version published here will always be the most up to date.