This complaints procedure explains how clients can raise concerns about our cleaning services and how we handle, investigate, and resolve those concerns. It applies to all services provided by our cleaners in Paddington and the surrounding area, including regular domestic cleaning, end of tenancy cleaning, office cleaning, and specialist cleaning appointments.
We are committed to providing a reliable, professional cleaning service. If something goes wrong, we want to know about it so we can put it right and prevent similar issues in future. Every complaint is taken seriously, handled with respect, and used as an opportunity to improve our service quality, training, and supervision of cleaners.
A complaint is any expression of dissatisfaction about our cleaning services, our cleaners, or our customer service, whether it is made verbally or in writing. This can include, for example, concerns about the standard of cleaning, missed areas or tasks, behaviour or conduct of cleaners, punctuality or schedule adherence, damage to property, or issues with bookings and communication.
Clients can raise a complaint by contacting our customer service team. Complaints may be made by phone or in writing. When submitting a complaint, please provide as much detail as possible to help us investigate the matter. This includes your full name, service address, date and approximate time of the cleaning appointment, type of cleaning service booked, a clear description of the issue, any relevant photographs or supporting information, and your preferred outcome, where applicable.
To help us investigate effectively, we ask that complaints are raised as soon as reasonably possible after the cleaning service. For issues relating to quality of work, we recommend reporting within 24 to 48 hours of the appointment wherever possible. Complaints made later will still be considered, but the passage of time may limit the actions we can take, particularly where access to the property or evidence is affected.
Once we receive your complaint, we will acknowledge it within a reasonable timeframe. In most cases, this will be within two working days. The acknowledgement will confirm that we have received your complaint, outline the next steps in the process, and provide an indication of when you can expect a full response.
Every complaint is investigated fairly and impartially. Depending on the nature of the issue, our investigation may include reviewing the booking details and service notes, speaking with the cleaners who attended the property, assessing any photographs or evidence provided, and, if necessary, requesting additional information from you to clarify key points. We may also arrange a follow-up visit to the property if this is required and practical.
After the investigation, we will provide a clear and reasoned response. We aim to resolve most complaints within ten working days, although more complex matters may require additional time. Where a complaint is upheld, possible resolutions may include a complimentary or discounted re-clean of specific areas, partial or full refund, corrective actions such as staff retraining or changes in procedures, or a formal apology with an explanation of what went wrong and how it will be prevented in future. Where a complaint is not upheld, we will explain our findings and the reasons for our decision.
If you are unhappy with the outcome of your complaint, you may request a further review. This review will be carried out by a different member of our management team, wherever possible, to ensure an additional level of independence. During the review, we will reconsider the evidence, any new information you provide, and the steps taken so far. We will then issue a final response setting out our position.
Where a complaint concerns alleged damage to property or loss of items during a cleaning appointment, we will follow an enhanced investigation process. This includes gathering detailed information about the item or area, reviewing before and after evidence where available, and checking our internal records. Clients are expected to inform us promptly of any such issues. We do not accept responsibility for items that were already damaged or in poor condition, or for normal wear and tear. Any potential claims may be subject to our standard terms and conditions.
All complaints are handled in confidence. Information is shared only with those who need it to investigate and resolve the matter, such as supervisors and cleaners directly involved in the service. We treat your personal information in accordance with applicable data protection laws and our privacy practices. Complaint records are retained for an appropriate period so we can monitor trends and improve our services.
Complaints play an important role in helping us maintain high cleaning standards across Paddington and nearby areas. We regularly review complaint patterns and outcomes to identify where additional training, improved checklists, or changes in scheduling or supervision are needed. Lessons learned from complaints are shared with our teams to support continuous improvement and to reduce the likelihood of similar issues happening again.
This complaints procedure is available to all clients and can be requested at any time. If you require the information in a different format or need assistance in making a complaint, please let us know so that we can support you. Our aim is for every client to feel confident that any concerns about their cleaning service will be heard and addressed fairly, promptly, and professionally.
Let our cleaners Paddington provide you with high standard professional cleaning services at very competitive prices.
Price List
| Carpet Cleaning | from £ 55 |
| Upholstery Cleaning | from £ 55 |
| End of Tenancy Cleaning | from £ 95 |
| Domestic Cleaning | from £ 13.50 |
| Regular Cleaning | from £ 13.50 |
| Office Cleaning | from £ 13.50 |
*Price excluding VAT
*Minimum charge apply
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