Complaints Procedure

Complaints Procedure for Pimlico Cleaner

This Complaints Procedure explains how customers of Pimlico Cleaner can raise concerns about our cleaning services and how we will respond. It applies to all clients using our domestic and commercial cleaning services within our service area. Our aim is to resolve any issues quickly, fairly and in a way that helps us improve our standards.

Our Commitment to Handling Complaints

Pimlico Cleaner is committed to providing a professional, reliable and courteous cleaning service. If something goes wrong, we want to know about it. We treat all complaints seriously and aim to investigate them thoroughly, keep you informed, and reach a reasonable outcome in a timely manner.

We encourage customers to raise concerns as soon as possible so that we can put things right and prevent similar issues from happening again.

Who Can Make a Complaint

This procedure can be used by any customer who uses Pimlico Cleaner, including:

Domestic clients booking regular or one-off cleaning services.

Commercial clients using contract cleaning or ad hoc cleaning services.

Property managers and landlords instructing cleaning on behalf of tenants or leaseholders.

Complaints can be made by the person who booked the service or by someone authorised to act on their behalf.

What You Can Complain About

You can use this procedure to complain about any aspect of our cleaning services or customer service, including but not limited to:

The quality or standard of cleaning provided.

Damage to property or items during a cleaning visit.

Missed or late appointments without reasonable notice.

The attitude or behaviour of our cleaners or office staff.

Incorrect charges or billing queries related to cleaning work.

Any failure to follow agreed instructions or specific requests relating to your property.

If you are unsure whether your concern is covered by this procedure, you can still contact us and we will explain the most appropriate way to handle it.

How to Make a Complaint

We recommend raising your complaint as soon as possible after the issue arises. The more detail you can provide, the easier it is for us to investigate and respond.

When contacting us with a complaint, please provide the following information where possible:

Your full name and, if relevant, the name of your business or property.

The service address where the cleaning took place.

The date and approximate time of the cleaning visit or incident.

A clear description of what went wrong or what you are dissatisfied with.

Any supporting details, such as photographs of damage or areas missed during cleaning.

What you would like us to do to resolve the matter.

Stages of Our Complaints Process

Stage 1: Informal Resolution

In many cases, concerns can be resolved quickly by speaking to our office team. We encourage you to contact us as soon as you notice a problem. Where possible, we will attempt to resolve your complaint informally at this stage. This may involve:

Clarifying what happened during the cleaning visit.

Arranging for a cleaner to return and address areas of concern.

Discussing options such as partial refunds or account credits where appropriate.

If we can resolve your concern immediately, we will confirm the outcome with you. If the matter requires further investigation, or if you remain dissatisfied, your complaint will move to Stage 2.

Stage 2: Formal Investigation

At this stage, your complaint will be reviewed by a senior member of our team. They will:

Record the details of your complaint and assign a reference for internal use.

Review your booking history and any relevant communications.

Speak with the cleaners or staff involved to understand what happened.

Assess any supporting evidence you have provided.

We aim to provide a clear and written response to formal complaints within a reasonable timeframe. If we require more time to investigate, we will let you know and explain why, along with an updated timescale.

Our response will outline:

What we have understood from your complaint.

What investigation has been carried out.

Our findings and whether your complaint is upheld in full, in part, or not upheld.

Any steps we will take to put things right, such as remedial cleaning, goodwill gestures, staff training or policy changes.

Stage 3: Further Review

If you remain unhappy after receiving our Stage 2 response, you may request a further review. A more senior manager or owner will then reassess the complaint, the investigation carried out, and the outcome offered.

The reviewing person may contact you to clarify any details and will then provide a final response. This is the last stage of our internal complaints procedure.

Timescales for Responding

We aim to acknowledge all complaints promptly. While some issues can be resolved quickly, others may require more detailed investigation. Where this is the case, we will keep you updated on progress and give an estimated timescale for a full response.

Delays can occur if key information or evidence is missing, so providing as much detail as possible at the outset helps us respond more efficiently.

Outcomes and Remedies

Where a complaint is upheld, possible outcomes may include:

Additional cleaning to address missed areas or quality concerns.

Adjustments to your invoice or account credits where appropriate.

Repairs or compensation for damage caused by our cleaners, in line with our terms and any applicable insurance arrangements.

Changes to how we deliver our services to you in future.

Staff guidance or training to prevent similar issues.

Each complaint is considered on its own facts and circumstances, and we will explain the reasons for any remedy we offer.

Your Responsibilities

To help us handle your complaint fairly and efficiently, we ask that you:

Raise issues as soon as reasonably possible.

Provide accurate and complete information.

Allow us reasonable access to the property if an inspection is needed.

Communicate with our staff politely and respectfully at all times.

Continuous Improvement

Complaints and feedback are an important part of how Pimlico Cleaner monitors and improves the quality of our cleaning services. We review complaints regularly to identify patterns, training needs, and opportunities to enhance our service for all clients within our service area.

By following this Complaints Procedure, we aim to ensure every concern is heard, investigated and addressed in a fair and consistent manner.