Cleaner Pimlico Complaints Procedure

Cleaner Pimlico is committed to delivering reliable, professional cleaning services and to dealing with any concerns in a fair, respectful and timely way. This complaints procedure explains how you can raise an issue, what you can expect from us, and how we work to prevent the same problem happening again.

Our Commitment to You

We aim to provide a consistently high standard of cleaning and customer care for homes and businesses. If something goes wrong, we want to know about it so we can put it right and improve our service. All complaints are taken seriously, handled confidentially and used as an opportunity to learn and develop our standards and staff training.

We will always aim to:

Respond promptly to any complaint you raise.

Listen carefully to your concerns and treat you with courtesy and respect.

Investigate what happened in a fair and impartial way.

Offer a clear explanation and, where appropriate, a suitable remedy.

Use your feedback to improve our cleaning services and internal procedures.

What Counts as a Complaint

A complaint is any expression of dissatisfaction about our service, staff, communication or standards. This may include, but is not limited to:

Concerns about the quality or thoroughness of cleaning carried out.

Damage to property or items during a visit.

Missed or late appointments without adequate notice.

Conduct, behaviour or attitude of any member of our team.

Issues with communication, billing or clarity of information provided.

We encourage you to raise any concern as soon as possible so we can address it quickly and effectively.

How to Make a Complaint

You can make a complaint in the way that is most convenient for you. You may contact us by your usual communication method, including phone, written correspondence or by using any contact form provided on our website. Please provide as much detail as you can so we can investigate properly.

When making a complaint, it is helpful if you include:

Your full name and the address where the cleaning took place.

The date and time of the cleaning service or incident.

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

The names of any staff members involved, if known.

Any photographs or supporting information that may help us understand the issue.

We do not require complaints to be made in a particular format, and we will accept and review all complaints that are brought to our attention.

Timescales for Handling Complaints

We aim to acknowledge your complaint as quickly as possible. In most cases, we will acknowledge receipt within two working days. During busy periods this may take slightly longer, but we will always respond as soon as we reasonably can.

We then begin our investigation, which usually involves reviewing job records, speaking to the cleaning team, and, where appropriate, discussing the issue with you in more detail. We aim to provide a full response within ten working days. If, for any reason, our investigation requires more time, we will let you know and give you an updated timescale.

How We Investigate Complaints

Every complaint is handled by a member of the management team who is responsible for ensuring that the matter is reviewed thoroughly and impartially. The steps we typically take include:

Reviewing booking details, job notes and any previous communications.

Speaking to the cleaners who attended your property or the team members involved.

Assessing any photographs, messages or other evidence you provide.

Considering whether our internal procedures were followed correctly.

We always try to understand not only what happened, but also why it happened, so that we can prevent a recurrence.

Outcomes and Remedies

Once our investigation is complete, we will contact you with our findings and the outcome. Depending on the nature of the complaint and the results of the investigation, we may offer one or more of the following:

A clear explanation of what occurred and, where appropriate, an apology.

A return visit to reclean specific areas that did not meet the agreed standard.

A partial or full adjustment to your bill, where appropriate and in line with our terms and conditions.

Changes to how we schedule, supervise or carry out cleaning visits.

Additional training or guidance for staff members.

We will always try to reach a fair and reasonable resolution that reflects the circumstances of your case.

If You Are Unhappy With the Outcome

If you feel that your complaint has not been resolved satisfactorily, you may ask for it to be reviewed by a senior member of our management team. When you do this, please explain why you remain dissatisfied and what outcome you are seeking.

The senior manager will review the original complaint, the investigation and our response, and may contact you for further information. We will then provide a final response, explaining our position and any further steps we can reasonably take.

Confidentiality and Data Protection

Your privacy is important to us. All complaints are handled confidentially and information is only shared with those who need it to investigate and resolve the issue. We store and process all personal data in line with applicable data protection laws. We may keep a record of your complaint and our response so that we can monitor performance and improve our services.

Using Complaints to Improve Our Service

Feedback from our clients helps us maintain and improve the quality of our domestic and commercial cleaning work. We regularly review complaints and outcomes to identify common themes, training needs and opportunities to adjust our processes. This helps us to raise standards, reduce the likelihood of similar issues in future, and ensure that our clients across our service area receive a consistently reliable cleaning service.

We appreciate you taking the time to let us know when something is not right and we are committed to resolving your concerns professionally and fairly.