Cleaner Harringay Complaints Procedure

This Complaints Procedure explains how clients can raise concerns about services provided by Cleaner Harringay and how those concerns will be managed. Our aim is to resolve issues quickly, fairly, and transparently, while using feedback to improve our domestic and commercial cleaning services.

Our Commitment to Handling Complaints

Cleaner Harringay is committed to delivering reliable, high quality cleaning. If we fall short of expectations, we want to know. We treat every complaint seriously and use a structured process to investigate and respond. We aim to put things right where possible and to learn from each situation.

All complaints are handled confidentially, with respect for both the client and any staff members involved. We do not tolerate discrimination, victimisation, or retaliation against anyone who raises a complaint in good faith.

What This Procedure Covers

This procedure covers complaints related to cleaning services provided by Cleaner Harringay, including but not limited to:

Issues with the quality or standard of cleaning carried out on site.

Concerns about staff conduct, behaviour, or professionalism.

Problems with scheduling, timekeeping, or missed visits.

Concerns about the handling of keys, access, or security on the premises.

Billing or invoicing issues directly related to cleaning services.

Health and safety concerns arising from the way cleaning tasks are performed.

This procedure does not cover disputes that fall under separate legal processes or matters outside the scope of Cleaner Harringay services.

How to Raise a Complaint

Clients are encouraged to raise concerns as soon as possible after an issue occurs. Providing prompt and detailed information helps us investigate more effectively.

When making a complaint, please include the following details:

Your full name and the address where the cleaning service was provided.

The date and approximate time of the service related to the complaint.

A clear description of the issue, including what went wrong and how it affected you.

Any relevant supporting information, such as dates of previous conversations or agreed instructions.

Details of what outcome or resolution you are seeking, if known.

Complaints can be made verbally or in writing. Written complaints are helpful where the matter is complex or involves several incidents, as they create a clear record of the concern raised.

Stage One: Initial Review and Acknowledgement

Once a complaint is received, we will log it in our internal system and carry out an initial review. We aim to acknowledge your complaint within a reasonable period of time. In this acknowledgement, we will normally:

Confirm that we have received your complaint.

Provide an outline of the next steps in the process.

Indicate an estimated timeframe for our investigation and response.

If we need further information or clarification to understand the issue properly, we may contact you to ask additional questions at this stage.

Stage Two: Investigation

The complaint will be investigated by an appropriate member of the Cleaner Harringay team who was not directly involved in the incident wherever possible. The investigation may include:

Reviewing service records, schedules, and job notes for the relevant dates.

Speaking with the cleaner or team members who attended the property.

Reviewing any previous communications with you about the service or related issues.

Assessing whether agreed instructions, checklists, or bespoke requirements were followed.

We aim to complete investigations within a reasonable time, depending on the complexity of the issue. If the investigation is likely to take longer than originally indicated, we will endeavour to update you.

Stage Three: Response and Resolution

After the investigation is complete, we will provide you with a response setting out:

A summary of the complaint as we understand it.

Details of the investigation carried out.

Our findings and any conclusions reached.

Any steps we propose to take to resolve the matter.

Possible resolutions may include, where appropriate:

Providing a re-clean of the affected areas.

Offering a partial or full adjustment to an invoice.

Taking internal action, such as additional staff training or supervision.

Adjusting future cleaning schedules or checklists to better meet your requirements.

Where we do not uphold a complaint, we will explain the reasons for our decision as clearly as possible.

If You Are Not Satisfied With the Outcome

If you are unhappy with the outcome of your complaint at the conclusion of Stage Three, you may request a further review. In this case, a senior member of the Cleaner Harringay team, not involved in the original decision where possible, will review:

The original complaint.

The steps taken during the investigation.

The response and resolution proposed.

Following this review, we will provide a final response. This final response will set out whether any change to the original decision is justified and whether any further action will be taken.

Time Limits for Raising Complaints

To ensure we can investigate fairly and effectively, clients are encouraged to raise complaints as soon as possible, and ideally within a reasonable period after the service took place. Over time, records and recollections can become less precise, which may limit the steps we can take.

Using Feedback to Improve Services

Complaints and feedback from clients across our service area are recorded and reviewed regularly. We analyse trends to identify areas where our cleaning processes, staff training, or quality controls can be improved. This helps us maintain consistent standards and adapt our services to the needs of homes and businesses.

Confidentiality and Data Protection

All information provided in connection with a complaint will be handled in line with our privacy and data protection responsibilities. Details will only be shared with those who need to know in order to investigate and resolve the matter, or where required by law or regulatory obligations.

Review of This Complaints Procedure

Cleaner Harringay keeps this Complaints Procedure under regular review to ensure it remains clear, effective, and aligned with best practice. Updates may be made from time to time to reflect changes in our services, internal processes, or applicable requirements.