Paddington Cleaner Complaints Procedure

Paddington Cleaner is committed to providing high quality professional cleaning services and to dealing with any concerns quickly, fairly and consistently. This complaints procedure explains how you can raise an issue with us, how we will respond, and the steps we take to resolve matters and improve our services.

Purpose of this Complaints Procedure

The purpose of this procedure is to give all customers a clear and transparent process for raising complaints about our cleaning services. It covers complaints about the standard of work, conduct of cleaners, reliability, communication, billing concerns and any other aspect of the service you receive from Paddington Cleaner.

This procedure does not affect your statutory rights. We review our complaints process regularly to ensure it remains fair, accessible and effective for all customers.

What We Class as a Complaint

A complaint is any expression of dissatisfaction, whether written or verbal, about any part of our cleaning services or the way we have delivered them, where you would like a response or resolution.

Examples of complaints include:

Cleaning tasks not completed to an agreed standard.

Damage to property or belongings during a visit.

Missed or late appointments without adequate notice.

Unprofessional behaviour, attitude or communication from staff.

Errors or concerns relating to charges or invoices.

We encourage you to contact us as soon as possible after any issue arises so that we can investigate promptly and put things right.

How to Make a Complaint

You may raise a complaint in whichever way is most convenient for you. You can make a complaint in writing or verbally. When doing so, please provide as much detail as you can, including:

Your full name and any relevant booking reference.

The address where the cleaning service took place.

The date and approximate time of the service.

A clear description of what went wrong or fell below your expectations.

Any photographs or notes that may help us understand the issue.

How you would ideally like us to resolve the matter.

Providing detailed information helps us investigate more effectively and reach a fair outcome as quickly as possible.

Our Complaints Handling Stages

Stage 1: Initial Resolution

In the first instance, we aim to resolve complaints informally and promptly. When you first contact us with a concern, a member of our team will listen carefully, clarify any details and, where possible, seek to resolve the matter immediately.

We aim to acknowledge your complaint within a reasonable timeframe and will usually try to provide a same day response during normal business hours. If your complaint requires further investigation, we will explain the next steps and an indicative timescale.

Stage 2: Formal Investigation

If your complaint cannot be resolved at the initial stage, or if you are not satisfied with the initial response, it will be escalated to a manager for formal investigation.

During a formal investigation we may:

Review your booking details and service history.

Speak with the cleaners or team members involved.

Examine any photographs, notes or evidence provided.

Arrange a visit to the property, where appropriate and agreed.

We aim to complete formal investigations within a reasonable and proportionate timeframe, keeping you informed of progress if the matter is complex or requires additional steps.

Stage 3: Final Response and Outcome

Once we have completed our investigation, we will provide you with a clear response setting out:

Our understanding of your complaint.

The steps we have taken to investigate.

Our findings and any conclusions reached.

The outcome and any remedies or actions we will take.

Possible outcomes may include an explanation, an apology, a re-clean of the affected areas, a goodwill gesture, or other appropriate remedies depending on the circumstances and findings.

Timescales and Communication

We recognise that timely communication is important when you raise a concern about your cleaning service. While some issues can be resolved very quickly, others may require more detailed investigation.

We will aim to:

Acknowledge your complaint within a reasonable period.

Keep you informed if more time is needed to investigate.

Provide a clear final response as soon as practical.

If at any point you feel you have not been updated within a reasonable timeframe, you are welcome to contact us for an update on the progress of your complaint.

Your Responsibilities When Making a Complaint

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

Raise your concerns as soon as possible after the issue occurs.

Provide accurate and complete information about what happened.

Allow reasonable time for investigation and resolution.

Treat our staff with courtesy and respect throughout the process.

We reserve the right to end communication if a customer behaves in an abusive or threatening manner towards our staff. In such situations, we may still consider the substance of the complaint and respond appropriately.

Learning From Complaints

Paddington Cleaner views complaints as an important source of feedback that helps us improve the quality, reliability and consistency of our cleaning services. We regularly review complaints data to identify patterns, training needs and areas where our processes can be improved.

Where appropriate, we may update staff training, change operational procedures, adjust quality checks or introduce new safeguards to help prevent similar issues occurring in the future.

Confidentiality and Data Protection

All complaints are handled sensitively and in confidence. Information is only shared with team members who need it in order to investigate and resolve your concerns. We handle all personal data in line with applicable data protection requirements and only retain information for as long as necessary for legitimate business and legal purposes.

Further Queries About This Procedure

If you have any questions about this complaints procedure or would like help in making a complaint, please contact us and we will be happy to explain the process and the options available to you.

We value your feedback and are committed to continually improving the service that Paddington Cleaner provides to all customers.