Cleaner Paddington Complaints Procedure

Cleaner Paddington is committed to providing reliable and consistent cleaning services for homes and businesses. We take all complaints seriously and treat them as an opportunity to put things right, improve our standards, and maintain your trust. This Complaints Procedure sets out how you can raise a concern, how we will respond, and what you can expect from us at each stage.

Our Commitment to Handling Complaints

We aim to resolve any problems fairly, promptly, and transparently. When you contact us with a complaint, you can expect your concern to be listened to, recorded accurately, and investigated carefully. We will always try to resolve issues informally and as quickly as possible, but where this is not achievable, we will follow the structured process below.

What This Procedure Covers

This procedure applies to complaints relating to our cleaning services, including domestic cleaning, commercial cleaning, end of tenancy cleaning, and other specialist cleaning work we provide. It covers issues such as service quality, punctuality, conduct of cleaners, safety concerns, and problems with booking or administration. It does not cover matters that fall outside our services, including disputes between third parties or matters governed by another organisation.

Raising an Informal Concern

In many cases, issues can be resolved quickly and informally. If you experience a problem with our cleaning service, we encourage you to contact us as soon as possible, ideally within 24 to 48 hours of the service taking place. Providing details such as the date of the clean, the address, and a description of the issue will help us respond more effectively.

Where appropriate, we may offer a remedy such as re-cleaning specific areas, correcting an oversight, or clarifying agreed tasks and expectations. We will aim to acknowledge your concern as soon as reasonably practicable and seek to resolve it informally within a short timeframe.

Making a Formal Complaint

If your concern cannot be resolved informally, or if you prefer to use a more structured process, you may raise a formal complaint. To help us investigate thoroughly, please provide the following information when making a formal complaint:

Full name and, where relevant, business name; service address and the date or dates of the cleaning service; a clear explanation of what went wrong and when it occurred; any supporting information, such as photographs or notes; details of any previous attempts to resolve the matter informally.

Please make your formal complaint as soon as reasonably possible after the issue arises, so that we can investigate effectively and take any necessary action.

Acknowledgement of Your Complaint

Once we receive your formal complaint, we will record it in our internal system for tracking and quality purposes. We will acknowledge receipt of your complaint and confirm that it is being reviewed. At this stage, we may request further information if anything is unclear or if more detail is needed to investigate properly.

Investigation and Review

Your complaint will be reviewed by a senior member of our team who is not directly involved in the matter, where possible. The investigation may include:

Reviewing your account and booking details; speaking with the cleaner or cleaning team involved; checking any relevant schedules, job notes, or instructions; examining any photos, reports, or other evidence you provide.

We aim to complete this investigation within a reasonable period, taking into account the complexity of the matter. If we anticipate that the review will take longer than usual, we will let you know and provide an estimated timeframe.

Our Response and Outcome

Once the investigation is complete, we will send you a clear and concise response that sets out:

The issues you raised; what we have investigated; our findings and conclusions; any steps we have already taken or will take to address the issue.

Where a complaint is upheld in full or in part, we will seek to offer a fair and proportionate remedy. Depending on the circumstances, this may include re-cleaning certain areas, adjusting future services, offering a goodwill gesture, or taking internal action such as further training or supervision of staff. If we do not uphold your complaint, we will explain the reasons for our decision.

If You Are Not Satisfied with the Outcome

If you remain dissatisfied after receiving our response, you may request that your complaint be reviewed again. In such cases, where practicable, a different senior member of our team will re-examine the matter, including the original investigation and response. They may contact you for additional details or clarification.

Following this review, we will provide a final response. This will indicate whether our original decision is upheld or varied and will explain the reasons. Once a final response has been issued, we may not be able to consider the same complaint again unless significant new information becomes available.

Complaints Involving Safety or Damage

Complaints involving health and safety concerns, potential hazards, or damage to property will be treated with particular urgency. We ask that you inform us as soon as possible so that we can assess any immediate risks and take appropriate steps. Where damage is alleged, we may request photographs, descriptions, and any supporting documentation to help us understand what has occurred and consider next steps.

Confidentiality and Data Protection

All complaints will be handled confidentially and in line with our obligations under data protection law. Information about your complaint will only be shared with staff members who need it to investigate and resolve the matter. We keep records of complaints to help us monitor performance, identify recurring issues, and improve our services across the areas we cover.

Using Complaints to Improve Our Services

Every complaint, whether upheld or not, is reviewed to see what we can learn from it. We use the insights gained to refine our cleaning procedures, training programmes, supervision, and communication with customers. This helps us maintain consistent quality for households and businesses and supports our aim of delivering a professional and dependable cleaning service.

Updates to This Complaints Procedure

Cleaner Paddington may update this Complaints Procedure from time to time to reflect changes in our services, internal processes, or relevant regulations. The most current version will apply to any new complaints raised after the date of the update.

We appreciate all feedback, including complaints, as it enables us to continually improve the standard of cleaning and customer care we provide.