Complaints Procedure

Complaints Procedure for Cleaners Haringey Clients

This complaints procedure explains how clients can raise concerns about our cleaning services and how Cleaners Haringey will respond. Our aim is to resolve any issues quickly, fairly and transparently, while using your feedback to improve our domestic and commercial cleaning services across the local area.

Our Commitment to Handling Complaints

We recognise that, despite our best efforts, things can occasionally go wrong. When this happens, we want to know so that we can put matters right. We are committed to:

Listening carefully to your concerns, treating you with respect and courtesy at all times, investigating complaints thoroughly and impartially, responding within reasonable timescales, keeping you informed throughout the process, and learning from complaints to enhance our cleaning standards and staff training.

What Is a Complaint

A complaint is any expression of dissatisfaction about our cleaning services, our staff, our systems, or how we have handled a previous concern. This includes issues such as missed areas during cleaning, punctuality problems, conduct or attitude of cleaners, damage to property or items, failure to follow agreed instructions, or administrative errors such as scheduling or billing issues.

Informal Resolution

Many issues can be resolved quickly and informally. If you are unhappy with any aspect of a cleaning visit, we encourage you to raise the matter as soon as possible, ideally on the day of service or within a short period afterwards. You can contact our office to describe the problem in detail, including the service location and date of the clean. We will often be able to offer an immediate or same-day solution, such as arranging a re-clean of specific areas or clarifying any misunderstanding about the agreed work. Where both parties are satisfied with the outcome, the matter will be treated as resolved informally and recorded for quality monitoring.

How to Make a Formal Complaint

If you feel that your concern has not been fully resolved informally, or if the matter is serious, you may make a formal complaint. To help us investigate thoroughly, please include your full name, the service address, the date and approximate time of the service, a clear description of what went wrong, any steps already taken to resolve the issue, and any supporting information such as photographs or notes. We recommend submitting your complaint in writing so there is a clear record of the issues raised.

Timescales for Raising a Complaint

We ask that complaints be raised as soon as reasonably possible after the event. Prompt notification allows us to investigate more effectively and, where necessary, reassess the work carried out. While we will consider all complaints on their merits, matters reported long after the service date may be more difficult to verify.

Acknowledgement of Complaints

Once we receive your formal complaint, we will acknowledge it within a reasonable timeframe. In our acknowledgement, we will confirm that we have received your complaint, provide a reference for the case, explain the next steps in our investigation, and give an estimated timescale for our full response. If we require any further details to proceed, we will ask for them at this stage.

Investigation Process

Your complaint will be reviewed by a member of our management team who is not directly involved in the original service, wherever possible. The investigation may include reviewing your cleaning booking details and agreed specification, speaking to the cleaners who attended your property, considering any photographs or other evidence you provide, and, if necessary, arranging a visit to the property to inspect the reported issues. We aim to carry out investigations impartially, considering the perspective of both the client and the cleaning team.

Our Response and Resolution

After completing our investigation, we will provide a clear written response that sets out our understanding of your complaint, the steps we took to investigate, our findings and any conclusions reached, and any proposed resolution or remedy. Depending on the circumstances, resolutions may include an apology and explanation, corrective action such as a re-clean of specific areas, review and adjustment of cleaning procedures, further staff training or supervision, or, where appropriate, a partial or full refund in line with our terms and conditions.

If You Are Not Satisfied with the Outcome

If you are unhappy with the outcome of the initial investigation, you may ask for a further review. Your request should explain why you remain dissatisfied and whether there is any additional information you would like us to consider. A more senior member of the team will then review the case, including the original complaint, the investigation, and the outcome proposed. We will provide a final response once this review is complete.

Confidentiality and Data Protection

All complaints are handled in confidence. Details are shared only with those who need to know in order to investigate and resolve the matter. We store information about complaints securely and in accordance with our data protection obligations. Information is used solely for managing the complaint and improving our cleaning services.

Using Feedback to Improve Our Services

Complaints are an important source of feedback for Cleaners Haringey. We regularly review complaints data to identify recurring issues, refine our cleaning checklists and quality controls, improve communication with clients about what is included in each service, and enhance staff induction and ongoing training. By following this complaints procedure, we aim not only to resolve individual concerns but also to raise standards for all clients who rely on our cleaning services in the Haringey area.