Harringay Cleaners Complaints Procedure

Harringay Cleaners is committed to providing reliable, professional cleaning services to all our customers. We recognise that, on occasion, things may not go as planned. When this happens, we want to hear about it so we can put matters right and improve our services. This Complaints Procedure explains how you can raise a concern, what you can expect from us, and how we aim to resolve complaints fairly and efficiently.

Our Commitment To You

We aim to handle every complaint in a way that is transparent, respectful and timely. We will always try to resolve issues informally at first, but we also have a clear, structured process in place for situations where a more formal investigation is needed. Our goals are to listen carefully, respond promptly, and use your feedback to strengthen the quality and reliability of our cleaning services.

What Counts As A Complaint

A complaint is any expression of dissatisfaction about our services, staff, communication or conduct, where you are seeking a response or resolution. This may include, for example:

Concerns about the quality of cleaning work provided
Missed or significantly delayed appointments
Issues with how our staff have behaved or communicated
Problems with booking, scheduling or access arrangements
Concerns about how your personal information has been handled
Disagreement with a charge or item on an invoice

If you are unsure whether your issue is a complaint, please raise it with us. We would prefer to hear about any concern so that we can consider how best to assist.

How To Make A Complaint

You can make a complaint in the way that is most convenient for you. We accept complaints made verbally or in writing. When contacting us, please provide:

Your full name and, if relevant, the property address where the service took place
The date and time of the service or incident
A clear description of what went wrong and how it has affected you
Any relevant details such as booking reference, invoice number or the name of a staff member (if known)
What outcome you are seeking, for example a re-clean, refund or explanation

Providing as much information as possible at the outset helps us investigate your concerns quickly and fairly.

Stage One: Informal Resolution

In the first instance, we encourage you to raise your concern as soon as possible after the issue arises. Many matters can be resolved quickly through a discussion, clarification or a practical step such as arranging a re-clean. At this stage we will:

Listen carefully to understand the nature of your concern
Clarify any details and agree what you would like to happen
Offer a proposed solution where possible, or explain how we will look into the issue further

We aim to respond informally to most complaints as soon as we reasonably can, and typically within a few working days.

Stage Two: Formal Complaint Review

If you are not satisfied with the outcome of the informal stage, or if the matter is more serious or complex, you may ask for your complaint to be treated as a formal complaint. At this stage we will:

Record your complaint in our internal complaints log
Appoint a manager or senior team member to review the matter
Investigate the circumstances, which may include speaking to staff involved, reviewing schedules, checklists and any relevant records
Consider whether our policies were followed and whether our service met the standards we expect

We aim to acknowledge a formal complaint within a reasonable period of receiving it and to provide a full written response as soon as is practical. If we need more time to investigate, we will let you know and explain why.

Our Response And Possible Outcomes

Once our investigation is complete, we will provide a clear response that sets out:

What we have understood about your complaint
What we have found during our investigation
Whether we believe the complaint is upheld, partially upheld or not upheld
Any actions we will take as a result

Depending on the circumstances, possible outcomes may include:

An apology and explanation
A corrective action such as a re-clean or additional visit
A goodwill gesture
A review of our internal processes or additional staff training
Where relevant, confirmation that no further action is considered necessary, with reasons

Escalation Of Your Complaint

If, after receiving our formal response, you remain unhappy, you may request a further review. To do this, please explain which aspects of the response you disagree with and why, and provide any additional information you believe is relevant. A more senior manager, not previously involved in the case, will review the handling and outcome of your complaint where possible.

Following this final internal review, we will confirm our position in writing. This will normally conclude our internal complaints process.

Time Limits For Complaints

We encourage you to raise complaints as soon as possible while events are still recent. This helps us investigate effectively and offer a practical solution. If a long period has passed since the service was provided, it may be more difficult to gather information or verify details, and this may limit the actions we can reasonably take. However, we will always consider the circumstances and explain clearly what we can do.

Confidentiality And Data Handling

All complaints are treated with sensitivity. We will share details only with those who need to know in order to investigate and respond. Any personal information you provide to us as part of a complaint will be handled in line with our data protection responsibilities and used only for the purpose of managing and learning from the complaint.

Learning From Complaints

Complaints and feedback help us to continually improve the quality and reliability of our cleaning services. We regularly review complaint trends to identify recurring issues, update our procedures and provide additional training where required. By raising your concerns, you help us enhance our standards for all customers.

Accessibility And Support

If you need assistance to make a complaint, or require information in a different format or language, please let us know. We will do our best to support your needs so that you can fully explain your concerns and understand our responses.

Review Of This Complaints Procedure

This Complaints Procedure is reviewed regularly to ensure it remains clear, fair and effective. Harringay Cleaners may update this procedure from time to time. Any changes will be applied to complaints raised after the updated version is published.