Pimlico Cleaners Complaints Procedure
At Pimlico Cleaners, we are committed to delivering reliable, consistent cleaning services for homes and businesses. We recognise that, on occasion, our service may not meet expectations. When this happens, we want to hear from you so that we can put things right quickly and improve for the future.
This complaints procedure explains how you can raise a concern, what you can expect from us at each stage, and how we use feedback to enhance our cleaning services.
Purpose and Scope of This Procedure
This procedure applies to all clients of Pimlico Cleaners, including one-off, regular, domestic, and commercial cleaning customers. It covers any complaint relating to the standard of cleaning, conduct of staff, timing of appointments, safety or security issues, and the administration of your booking or account.
The aim of this procedure is to ensure that every complaint is:
Handled promptly and politely
Recorded accurately and treated seriously
Investigated fairly and proportionately
Resolved wherever possible to the satisfaction of the client
Used to improve our training, systems, and service quality
How to Make a Complaint
You can raise a complaint using any of the following methods:
Speak directly to the cleaner or team leader on site, where appropriate
Contact our office team during normal business hours
Write to us setting out your concerns
To help us respond effectively, please provide as much detail as you can, including:
Your full name and, if applicable, company name
The property address where the cleaning took place
The date and approximate time of the service
A clear description of what went wrong or fell below expectations
Any steps already taken to try to resolve the issue
Photographs or other evidence can be helpful, particularly where there is alleged damage or areas missed during cleaning.
Timeframe for Raising a Complaint
We ask that complaints about a particular cleaning visit are raised as soon as possible, ideally within 48 hours of the service. This allows us to investigate while the details are still fresh and to return promptly if any remedial cleaning is required.
We will still consider complaints raised after this period, but our ability to verify the circumstances or provide certain remedies may be more limited.
Our Complaints Handling Stages
Stage 1: Initial Acknowledgement
Once we receive your complaint, we will acknowledge it within a reasonable period of time. Where contact details are provided, this acknowledgement will confirm that your complaint has been logged and is being reviewed.
Stage 2: Investigation
Your complaint will be assigned to a member of our management or office team who is not directly involved in the issue wherever possible. The investigation may include:
Reviewing your booking details, service notes, and any relevant photographs
Speaking with the cleaners or supervisors who attended the property
Examining any internal records such as checklists, time logs, or job reports
Assessing whether our agreed scope of work and standards were followed
For more complex matters, we may contact you to obtain further information or clarification before reaching a conclusion.
Stage 3: Response and Outcome
Following the investigation, we will provide you with a response explaining:
Our understanding of your complaint
What we have found during our investigation
Any steps we propose to take to resolve the issue
In many cases, we will aim to respond within ten working days of receiving your complaint. If further time is required for a full investigation, we will keep you updated on progress and let you know when you can expect a final response.
Possible Remedies and Resolutions
Where we find that our service has fallen below our standards or those reasonably expected by our clients, we will seek to provide an appropriate remedy. This may include one or more of the following, depending on the circumstances:
Offering to return to the property to re-clean affected areas
Providing guidance or additional training to the cleaning team
Reviewing or amending our internal procedures to prevent recurrence
Offering a partial refund, credit, or discount on a future service where appropriate
In cases of alleged damage to property, we will assess the situation carefully and, where responsibility is accepted, we will work with you to agree a fair and proportionate solution.
Complaints About Staff Conduct
Pimlico Cleaners expects all staff to behave professionally, courteously, and respectfully at all times. If your complaint relates to the conduct, attitude, or behaviour of an individual cleaner or supervisor, it will be treated as a priority.
We may conduct additional interviews, review any available evidence, and take action in line with our internal disciplinary procedures where appropriate. While we may not be able to share every detail of internal actions taken, we will confirm the outcome in general terms and the measures taken to address your concerns.
Confidentiality and Data Protection
All complaints will be handled in confidence and in accordance with relevant data protection requirements. Information will only be shared internally with those who need it in order to investigate and respond to your complaint. We will not share your information with third parties for marketing purposes.
Continuous Improvement
We review complaints regularly to identify recurring issues, training needs, or process improvements. Feedback from clients, whether positive or negative, is an important part of how we enhance the reliability, safety, and quality of our cleaning services.
By following this complaints procedure, we aim to resolve issues fairly and efficiently, and to ensure that your experience with Pimlico Cleaners reflects the high standards we set for ourselves throughout our service area.
