Complaints Procedure for Cleaners Pimlico Clients

Cleaners Pimlico is committed to delivering reliable and professional cleaning services. We recognise that, on occasion, customers may feel that our service has not met their expectations. This Complaints Procedure sets out how you can raise a concern, how we will respond, and what you can expect from us throughout the process.

Our Commitment to Resolving Complaints

We aim to provide a clear, fair, and timely process for handling any complaints about our cleaning services. Every complaint is treated seriously, whether it relates to the quality of cleaning, conduct of staff, timing of visits, or any other aspect of our work. We view complaints as an opportunity to put things right and to improve our services for all customers.

What Is a Complaint

A complaint is any expression of dissatisfaction about our cleaning services, however made and regardless of whether it is informal or formal. This can include but is not limited to:

Service quality issues such as missed areas, inadequate cleaning standards, or damage caused during a visit. Behaviour or professionalism of cleaning staff. Scheduling, attendance, or punctuality problems. Communication concerns regarding our office team or on-site cleaners. Billing or administrative errors connected to our services.

If you are unsure whether your concern qualifies as a complaint, you are encouraged to raise it. Our team will guide you through the appropriate steps.

How to Make a Complaint

You may raise a complaint in writing or verbally. Providing as much information as possible helps us to investigate effectively. When submitting a complaint, please include:

Your full name and any reference or booking details you may have. The address where the cleaning was carried out. The date and approximate time of the service in question. A clear description of what went wrong and how it has affected you. Any supporting details such as photos or notes you may have.

If you make your complaint verbally, we may ask you to confirm key details in writing so that we can be sure we have accurately captured your concerns.

Time Limits for Making a Complaint

We request that you raise any issues with your cleaning service as soon as reasonably possible, ideally within 48 hours of the visit. This enables us to investigate promptly while the details are still fresh and gives us the best chance of resolving the matter quickly and fairly. Complaints raised after a longer period will still be considered, but our ability to investigate fully may be more limited.

What Happens After You Make a Complaint

When we receive your complaint, our complaints handling process will follow clear stages:

Acknowledgement: We aim to acknowledge your complaint promptly and to confirm that it is being reviewed. At this stage, we may request further information or clarification to ensure we fully understand your concerns.

Investigation: A member of our management team will review your complaint. This may include speaking with the cleaners who attended the property, checking schedules and notes, and examining any relevant photographs or other evidence you provide. Where appropriate, we may also ask to revisit the property to inspect the issue in person.

Response: Once we have completed our investigation, we will provide you with a clear response. This will set out our understanding of the complaint, the steps we have taken to investigate, our findings, and any actions we propose to resolve the matter.

Timescales for Response

We aim to resolve straightforward complaints as quickly as possible, often within a few working days. More complex issues may require additional time for investigation. If we cannot provide a full response within a reasonable period, we will update you on the progress of your complaint and advise when you can expect a final response.

Possible Outcomes and Remedies

Our goal is to reach a fair and proportionate resolution. Depending on the nature of the complaint and the outcome of our investigation, possible remedies may include:

An explanation of what happened and why. An apology where service has fallen below the standards we aim to provide. A corrective cleaning visit to address missed or unsatisfactory work. Adjustments or credits applied to your account where appropriate. Steps to prevent similar issues arising in the future, such as additional staff training or process changes.

Any proposed remedy will be explained to you clearly, and we will discuss and agree the next steps wherever possible.

Escalating Your Complaint

If you are not satisfied with the initial response to your complaint, you may request that it be escalated. In such cases, a more senior member of our management team will review the matter, taking into account all previous correspondence and findings. They may contact you directly to clarify any outstanding points before reaching a final decision.

Following escalation, we will confirm our final position on your complaint and any actions we will take. At that stage, we will consider the complaint closed, unless new and relevant information comes to light.

Confidentiality and Data Protection

All complaints are handled in confidence. Information you provide will only be shared with those who need it to investigate and resolve the matter. We will treat your personal data in line with our data protection obligations and use it only for the purpose of managing your complaint and improving our services.

Using Complaints to Improve Our Service

Cleaners Pimlico continually reviews feedback and complaints to identify trends and areas for improvement. Information from complaints may be used to update our training, refine our procedures, and enhance the consistency and quality of our domestic and commercial cleaning services across our service area.

By following this Complaints Procedure, we aim to ensure that every concern is heard, investigated fairly, and resolved wherever possible to your satisfaction, while helping us maintain high standards for all customers.