Paddington Cleaners Complaints Procedure

Paddington Cleaners is committed to delivering reliable, consistent cleaning services and respectful customer care. We recognise that, on occasion, things may not go as expected. This complaints procedure explains how you can raise a concern about our services, how we will handle your complaint, and what you can expect from us at each stage.

Purpose of This Complaints Procedure

The purpose of this procedure is to provide a clear and fair process for dealing with complaints about Paddington Cleaners. It applies to all domestic and commercial cleaning services we provide, including regular cleaning, one off deep cleans, end of tenancy cleaning, and specialist cleaning work. We use all feedback, including complaints, to improve our services and staff training.

What We Class as a Complaint

A complaint is any expression of dissatisfaction about the standard of cleaning, conduct of our staff, communication, punctuality, or any aspect of our service or administration. Examples include missed areas during a clean, damage to property, lateness without reasonable explanation, or issues with bookings and invoicing.

If you raise a concern with us and it can be put right immediately, we will aim to resolve it on the spot. If your concern cannot be resolved straight away, or you feel it has not been addressed properly, it will be treated as a formal complaint under this procedure.

How to Make a Complaint

You can make a complaint in writing or verbally. Providing as much detail as possible helps us investigate quickly and fairly. When submitting a complaint, please include:

The date and approximate time of the clean or incident
The address where the cleaning took place
A clear description of what went wrong and how it has affected you
The names of any Paddington Cleaners staff involved, if known
Any supporting information, such as photos or notes

If your complaint relates to an urgent issue, such as significant damage or a health and safety concern, please contact us as soon as you become aware of the problem so we can take prompt action.

Stage One: Initial Response and Acknowledgement

Once we receive your complaint, we will acknowledge it as soon as reasonably possible. We will confirm that we have received your concerns and explain the next steps in the process.

At this stage, we may contact you for further information or clarification, particularly if the details are unclear, if the events were some time ago, or if we need more context to carry out a fair investigation. We may also ask for photographs or other evidence where this is appropriate.

Stage Two: Investigation of Your Complaint

Your complaint will be investigated by an appropriate member of our management team who was not directly involved in the issue you are complaining about. The investigation may include:

Reviewing our booking records, job sheets, and any relevant notes
Speaking to the cleaning team or staff members involved
Examining any photos or additional evidence you have provided
Considering whether any policies, procedures, or training were not followed

We aim to complete our investigation within a reasonable timeframe. If the matter is complex or requires more time, we will let you know and keep you informed of progress.

Stage Three: Outcome and Resolution

When our investigation is complete, we will explain our findings and the outcome to you. Where we find that our service fell below the standards we expect, we will apologise and propose appropriate steps to put things right. Depending on the circumstances, these may include:

Arranging a re clean or corrective visit
Providing a partial or full refund for the affected service
Offering a credit towards future cleaning services
Taking internal action, such as additional staff training or process changes

Where we do not uphold your complaint, we will explain our reasons clearly and provide a summary of the information we have relied upon.

If You Are Not Satisfied with the Outcome

If you are unhappy with the outcome of your complaint or feel that it has not been handled fairly, you may ask for a review. A more senior member of our team will reassess your complaint, the investigation, and the decision made. They may contact you to discuss the matter further and will provide a final response once the review is complete.

Timescales and Communication

We aim to deal with all complaints as promptly as possible, keeping delays to a minimum. While specific timescales may vary depending on the nature and complexity of the complaint, our general approach is to:

Acknowledge complaints as soon as reasonably possible
Request any further information at an early stage
Provide you with an update if the investigation takes longer than expected
Communicate the outcome to you clearly and in plain language

Confidentiality and Data Protection

All complaints are treated with respect and handled in confidence. Information about your complaint will only be shared with staff who need it to investigate or respond. Any personal information you provide will be handled in line with our data protection responsibilities and used only for the purpose of managing your complaint and improving our services.

Using Feedback to Improve Our Services

Paddington Cleaners values all feedback, whether positive or negative. Complaints help us identify areas where we can improve our cleaning practices, customer communication, staff training, and quality checks. We regularly review complaints to look for patterns and take steps to prevent similar issues from happening again, so that we continue to provide a dependable cleaning service to our customers.

Accessibility of This Procedure

This complaints procedure is available to all our domestic and commercial customers. If you require this information in a different format or need assistance in making a complaint, please let us know and we will do our best to support you.

Review of This Complaints Procedure

We keep this complaints procedure under regular review to ensure it remains fair, clear, and effective. Any updates will reflect changes in our services, customer expectations, or relevant industry standards, and will be applied to future complaints from the date of change.