Haringey Cleaners Complaints Procedure

This Complaints Procedure explains how customers can raise concerns about any aspect of the cleaning services provided by Haringey Cleaners, and how those concerns will be managed. Our aim is to deal with all complaints fairly, consistently, and as quickly as possible, while using feedback to improve our services across the local area we serve.

Our Commitment to Handling Complaints

Haringey Cleaners is committed to high standards of professionalism, reliability, and customer care. If something goes wrong, we want to know about it. We treat every complaint as an opportunity to review our practices, support our teams, and enhance our domestic and commercial cleaning services.

We will always aim to:

Listen carefully to your concerns, treat you with respect, and maintain confidentiality where appropriate.

Investigate what went wrong in a fair and impartial way.

Provide a clear and timely response, including any steps we will take to put things right.

Use your feedback to help prevent similar issues from recurring.

What Counts as a Complaint

A complaint is any expression of dissatisfaction about our cleaning services, staff conduct, customer care, or communication, where you would like a response or resolution. This may include, for example:

Concerns about the quality or consistency of a cleaning visit.

Issues relating to punctuality, missed bookings, or access arrangements.

Damage to property or concerns about the handling of your belongings.

Unprofessional behaviour, attitude, or conduct of cleaning staff or representatives.

Problems with invoicing, payments, or account administration.

Issues with how previous feedback or complaints have been handled.

How to Make a Complaint

We encourage customers to raise concerns as soon as possible after the issue occurs, so that we have a fair opportunity to investigate and put matters right. You can make a complaint in the following ways:

In writing, providing details of the issue, dates, times, and any relevant information about the booking or property.

Verbally to a supervisor or manager, who will write down the details and confirm that they have been recorded.

Through any existing contact channels you normally use for bookings or service queries, clearly stating that you wish to make a complaint.

When submitting a complaint, please include:

Your full name and the address where the cleaning took place.

The date of the service and the nature of the problem.

Names of any staff involved, if known.

Any supporting information, such as photographs of damage or missed areas.

What outcome you are seeking, such as a re-clean of particular areas, correction of an invoice, or an explanation of events.

Stages of the Complaints Process

Stage 1: Initial Review and Acknowledgement

Once we receive your complaint, we will record it in our internal system and arrange for an appropriate member of staff, usually a supervisor or manager, to review it. We will acknowledge your complaint within a reasonable timeframe, outlining the next steps and who will be handling the matter.

Stage 2: Investigation

The person handling your complaint will gather information from all relevant sources. This may include:

Speaking with the cleaning team or individuals involved.

Reviewing rota and timekeeping records.

Checking any existing notes on your account or previous communications.

Examining photographs or other evidence you have provided.

The investigation will be conducted impartially, with the aim of understanding what happened and whether our standards or procedures were not followed.

Stage 3: Response and Outcome

After the investigation is complete, we will provide a clear response. This will normally include:

A summary of your complaint as we understand it.

The findings of our investigation.

Any actions we propose to take to resolve the matter.

Any changes we will make to our service delivery or internal procedures.

Where appropriate, possible resolutions may include a re-clean of specific areas, an adjustment to your invoice, or another practical remedy. The exact approach will depend on the nature of the issue and the findings of the investigation.

Stage 4: Escalation

If you are not satisfied with the outcome at the first stage, you may request that the complaint is escalated for further review. In this case, a more senior person, who has not been directly involved in the initial investigation, will re-examine the complaint, the steps taken, and the decision reached. They may contact you for further information before providing a final response.

Timescales

We aim to acknowledge complaints promptly and to complete investigations as swiftly as reasonably possible. The time needed may depend on the complexity of the case, the availability of staff for interviews, and whether further evidence is required. If we anticipate that our investigation will take longer than usual, we will let you know and provide an updated timeframe.

Confidentiality and Data Protection

All complaints are handled in line with our obligations under relevant data protection laws. Information you provide will be used solely for handling your complaint, improving our services, or meeting legal and regulatory requirements. We will only share information with those who need it to manage the complaint or with third parties where required by law.

Fair Treatment and Non-Retaliation

Raising a complaint will not affect the way we provide services to you in the future. We will not reduce the quality of our cleaning services, cancel bookings unfairly, or treat you differently because you have raised a concern. We welcome constructive feedback from all customers as an important part of maintaining service standards.

Using Complaints to Improve Our Services

Haringey Cleaners regularly reviews complaints data to identify trends, recurring issues, or areas for improvement in our domestic and commercial cleaning services. Where appropriate, we may:

Provide additional training or guidance to our cleaners and supervisors.

Update our checklists, quality controls, and service procedures.

Improve our booking, communication, and customer care processes.

Review our equipment and cleaning products to ensure they meet expectations.

By following this procedure, we aim to resolve individual concerns and continually improve the level of service customers receive across the communities we cover.

Review of This Procedure

This Complaints Procedure is reviewed regularly to ensure it remains clear, effective, and in line with any changes in legislation or best practice for service providers. Updated versions will be made available to customers, and significant changes may be communicated directly where appropriate.

If you have any questions about this Complaints Procedure or how it applies to your situation, please raise them when you contact us so that we can provide clarification.