Cleaners Pimlico is committed to providing a reliable, professional cleaning service and to dealing with any concerns promptly, fairly and consistently. This complaints procedure explains how you can raise a complaint, how we will handle it, and what you can expect from us at each stage.
This complaints procedure applies to all domestic and commercial cleaning services carried out by Cleaners Pimlico. It covers complaints about the quality of cleaning, conduct of staff, punctuality, communication, and any other aspect of the service we directly provide. It does not cover matters outside our control or services supplied by third parties that are not acting on our behalf.
We use every complaint as an opportunity to review and improve our standards, training and internal processes. All complaints are treated with respect, and raising a concern will not affect any ongoing or future services you may receive from us.
You can raise a complaint as soon as you become aware of a problem. The sooner we hear from you, the faster we can investigate and address the issue. When making a complaint, please provide as much detail as possible, including:
The date and time of the clean or service you are unhappy with. The address where the cleaning took place. A clear description of what went wrong or fell below expectation. Names of any staff members involved, if known. Any supporting details, such as photos or notes, if relevant.
Complaints can be made verbally or in writing, through your usual contact method with Cleaners Pimlico. Written complaints are helpful as they create a clear record of your concerns, but we will accept and register all complaints made in good faith by any reasonable means.
Once we receive your complaint, we will record it in our internal system and assign it to a member of our management team. We aim to acknowledge all complaints within two working days. Our acknowledgement will confirm that we have received your complaint and will outline the next steps in the process, including how and when you can expect a full response.
After acknowledging your complaint, we will investigate the issues you have raised. Depending on the nature of the complaint, this may involve:
Reviewing our internal records for the relevant booking. Speaking to the cleaner or team members who attended the property. Considering any photos, messages or other evidence you have provided. Assessing whether our standards and agreed specifications were met.
We aim to complete our investigation and provide a formal response within ten working days of acknowledging your complaint. If we need more time due to complexity or availability of staff for interviews, we will inform you and give a revised timeframe.
Once the investigation is complete, we will provide a clear, written response that:
Summarises your complaint and the issues you raised. Explains what we have found during our investigation. States whether your complaint is upheld in full, in part, or not upheld. Sets out any actions or remedies we will provide.
Where a complaint is upheld or partially upheld, possible outcomes may include:
A return visit to correct issues with the cleaning service. Adjustments to future cleans to better meet your requirements. Staff coaching, additional training or disciplinary action where appropriate. A goodwill gesture or partial refund, where justified by the circumstances.
Our aim is always to reach a reasonable and fair resolution that reflects the impact of the problem on you and the standards we expect from our team.
If you disagree with the outcome or feel that your concerns have not been addressed properly, you may ask for your complaint to be reviewed by a more senior member of the management team. Please explain why you are not satisfied and what outcome you are seeking.
The review will normally be completed within ten working days. We will reassess the information available, consider any new details you provide and issue a final response. Once this stage is complete, the complaint will be considered closed, unless new and relevant information emerges.
All complaints are handled in line with our obligations under data protection law. Information about your complaint will only be shared with those who need it to investigate and resolve the matter. We keep complaint records securely and only for as long as necessary for legal, regulatory and quality control purposes.
Every complaint helps us improve our cleaning services. We regularly review complaint records and feedback to identify trends, training needs and process changes. Issues such as repeated service concerns, recurring punctuality problems or communication difficulties are analysed and addressed through staff training, updated guidance and closer quality monitoring.
By following this complaints procedure, Cleaners Pimlico aims to provide a transparent and consistent approach that respects your time and concerns, maintains high standards of professionalism and supports continual improvement in all aspects of our cleaning services.
Hire the most experienced cleaners Pimlico and get amazing results at extremely 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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