Harringay Cleaners Complaints Procedure

Harringay Cleaners is committed to providing reliable, professional cleaning services and responsive customer care. We recognise that, on occasion, things may not go as expected. This Complaints Procedure explains how you can raise concerns about our services, how we will handle your complaint, and what you can expect from us at each stage.

Purpose of this Complaints Procedure

The purpose of this procedure is to provide a clear and fair process for addressing any dissatisfaction with our cleaning services, our staff, or our communication. We use all complaints and feedback as an opportunity to learn, improve our service quality, and prevent similar issues from arising in the future.

What This Procedure Covers

This Complaints Procedure applies to all customers of Harringay Cleaners, including one-off and regular cleaning clients. It covers concerns related to:

Quality of cleaning services provided, including domestic and commercial cleaning work. Conduct, attitude, or behaviour of our cleaners, supervisors, or office staff. Accuracy of schedules, bookings, or attendance at appointments. Billing, invoicing, and payment disputes for cleaning services. Health and safety concerns arising from our work on your premises. Any other aspect of the service you receive from Harringay Cleaners.

This procedure does not cover disputes between customers and third parties not contracted by Harringay Cleaners.

Raising a Complaint

If you are unhappy with any aspect of our service, we encourage you to let us know as soon as possible so we can put things right. In many cases, concerns can be resolved informally and quickly by speaking directly with a member of our office team or, where appropriate, with a supervisor.

When raising your complaint, please provide the following information to help us investigate effectively:

Your full name and, if applicable, the name under which the booking was made. The date and time of the cleaning service in question. The address or premises where the service took place. A clear description of what went wrong and how it has affected you. Any steps you have already taken to resolve the issue with our staff.

We ask that all complaints are raised in a respectful and factual manner. Abusive or threatening behaviour towards our team will not be tolerated and may result in us withdrawing services.

Informal Resolution

Where possible, we aim to resolve complaints informally and promptly. An appropriate member of the Harringay Cleaners team will listen to your concerns, clarify any details, and attempt to agree an immediate solution with you. This may include arranging a re-clean, adjusting the service, offering advice, or providing a practical remedy appropriate to the circumstances.

If you are satisfied with the outcome at this stage, no further action will be taken. However, if you feel that your complaint has not been properly addressed, you may escalate it through the formal complaints process outlined below.

Formal Complaint Process

If your complaint cannot be resolved informally, or if you prefer your complaint to be handled formally from the outset, it will follow the steps below.

Step 1: Acknowledgement

Once your formal complaint is received, it will be logged in our internal system. We will acknowledge receipt of your complaint and confirm that it is being investigated. During this stage, we may contact you to request additional information or clarification to ensure we fully understand the nature of your concerns.

Step 2: Investigation

A manager or designated member of our team will conduct a thorough investigation. This may include:

Reviewing booking details, job sheets, and any relevant records. Speaking with the cleaners or staff members involved. Inspecting photographs or notes taken during or after the service. Considering any previous feedback or history relating to your account.

We will approach all investigations impartially, aiming to understand what happened and whether our usual standards and procedures were followed.

Step 3: Outcome and Response

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

The findings of our investigation. Whether your complaint has been upheld in full, in part, or not upheld. Any actions we will take to remedy the situation. Any measures we will introduce to improve our service or prevent a recurrence.

Possible remedies may include a re-clean, service adjustment, partial or full credit, or another resolution that is fair and proportionate to the issue raised. We will always aim to ensure our response is reasonable and consistent.

Timeframes

We aim to handle complaints promptly and efficiently. While exact timescales may vary depending on the complexity of the matter, we will work to provide you with a full response within a reasonable period. If an investigation is likely to take longer than expected, we will keep you informed of progress and let you know when you can expect a final decision.

Escalating Your Complaint

If you remain dissatisfied after the formal complaint has been investigated and a response provided, you may ask for your complaint to be reviewed by a more senior member of the Harringay Cleaners team, where available. They will review how your complaint was handled, the evidence considered, and the decision reached. They may uphold the original decision, modify it, or recommend further action.

Confidentiality and Data Protection

All complaints are handled with appropriate confidentiality. Information you provide will only be shared internally with those who need it to investigate and respond to your complaint. We handle and store personal data in line with our data protection obligations and retain complaint records only for as long as necessary.

Using Complaints to Improve Our Service

Harringay Cleaners views complaints and feedback as a valuable source of information for maintaining and improving our cleaning services. We regularly review complaint trends to identify recurring issues, training needs, or process changes that can enhance the experience of our customers across our service area.

By following this Complaints Procedure, we aim to treat all customers fairly, resolve issues as quickly as possible, and maintain a high standard of professionalism in every aspect of the cleaning services we provide.