Paddington Cleaners Complaints Procedure

Paddington Cleaners is committed to providing reliable, high quality cleaning services and responsive customer care. Occasionally, things may go wrong. When that happens, we want to know about it so we can put matters right quickly and prevent similar issues from occurring again. This Complaints Procedure explains how you can raise a concern, what information we need from you, and how we will manage, investigate, and resolve your complaint.

Our commitment to resolving complaints

We take all complaints seriously, whether they relate to domestic cleaning, office cleaning, end of tenancy cleaning, or specialist services. Our aims are to:

Respond promptly and courteously to every complaint we receive.

Investigate concerns fairly and thoroughly, listening to all parties involved.

Provide a clear explanation of what has happened and what we will do about it.

Offer appropriate remedies where we have fallen short of our standards.

Use feedback to improve our services and staff training.

What counts as a complaint

A complaint is any expression of dissatisfaction about the cleaning service you have received or the way we have handled an enquiry. Examples include, but are not limited to:

The standard or thoroughness of a clean.

Damage to property or belongings allegedly caused during cleaning.

Missed appointments, late arrivals, or repeated scheduling problems.

The conduct, attitude, or professionalism of a cleaner or member of staff.

Errors in billing or payments, such as incorrect charges.

Any failure to follow agreed instructions or access arrangements.

How to make a complaint

You can raise a complaint with Paddington Cleaners using any written method. Please provide as much detail as possible so that we can investigate thoroughly. When contacting us, it helps if you include the following information:

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

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

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

Any relevant photographs or supporting documents, such as before and after images where appropriate.

Details of any conversations already held with our staff about the issue.

Your preferred outcome, for example a re-clean, explanation, or compensation review.

When to make a complaint

We encourage you to report issues as soon as reasonably possible after the event, ideally within 48 hours of the cleaning service. This allows us to investigate promptly while details are still fresh and, where relevant, to inspect the property in a condition that reflects your concerns. Delays in reporting may limit the options available to us but we will still review any complaint raised in good faith.

How we handle your complaint

Our process is designed to be straightforward and transparent. The stages are as follows.

Stage 1: Acknowledgement

Once we receive your complaint, we will record it in our internal system and acknowledge receipt. We aim to do this within two working days. If we need more initial information to understand the problem, we will ask you for clarification at this stage.

Stage 2: Investigation

A supervisor or manager will review your complaint objectively. This may include:

Speaking with the cleaner or team members who attended the property.

Reviewing job notes, checklists, and any relevant photographs or reports.

Considering the agreed scope of work and any special instructions provided by you.

Assessing whether our policies, procedures, and service standards were followed.

Where appropriate and feasible, we may request permission to visit the property to view the area of concern in person.

Stage 3: Response and outcome

After we have completed our investigation, we will provide you with a clear response. We aim to give a full reply within ten working days of receiving your complaint, although complex cases may take longer. Our response will include:

A summary of the issues you raised.

Our findings based on the investigation.

Any steps we have already taken or will take to address the matter.

Details of any remedy or goodwill gesture we are prepared to offer, which may include a re-clean, service credit, partial refund, or other appropriate action.

Remedies and limitations

Where we accept that our service has fallen below the standard reasonably expected of a professional cleaning company, we will work with you to find a fair solution. In many cases, the most practical outcome is a return visit to re-clean the affected areas. Where damage is alleged, we will review the circumstances carefully and may request evidence or an independent assessment. Any financial remedy will be considered in line with our terms and conditions and the extent to which our actions directly caused the problem.

Escalating your complaint

If you are not satisfied with the initial outcome, you may ask for your complaint to be reviewed by a senior manager. When requesting an escalation, please explain why you disagree with our original decision and specify any points you feel were overlooked. The senior manager will reassess the case, which may include a further review of evidence, additional questions, or a follow up site visit. We will then provide a final written decision.

Confidentiality and data protection

All complaints are handled in confidence and in line with our data protection obligations. Information is shared internally only with staff who need it to investigate and resolve your concerns. We retain complaint records for a reasonable period in order to monitor service quality, train our team, and demonstrate how we have handled issues.

Using complaints to improve our service

Feedback from customers is vital in helping Paddington Cleaners maintain and improve consistent cleaning standards. We regularly review complaint trends to identify areas where we can enhance staff training, update procedures, or refine our quality control checks. By raising your concerns, you help us deliver a more reliable and efficient cleaning service to all our customers.

Summary of this complaints procedure

If you have a concern about any aspect of our cleaning services, you should tell us as soon as possible, provide clear details, and allow us to investigate fully. We will acknowledge your complaint, investigate fairly, respond with our findings and proposed actions, and offer appropriate remedies where we are at fault. If you remain dissatisfied with our response, you may request a further review by a senior manager, whose decision will normally be our final position.