Complaints Procedure for Haringey Cleaner Customers

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

Our commitment to resolving complaints

We are committed to providing reliable and professional cleaning services. If you feel we have not met your expectations, we encourage you to tell us so we can put things right. Every complaint is handled confidentially, with respect, and without discrimination. Raising a complaint will not affect any future service you receive from us.

We will always aim to:

• Acknowledge your complaint promptly
• Treat your concerns seriously and respectfully
• Investigate what happened in a fair and balanced way
• Provide a clear response and, where appropriate, a practical solution
• Use the outcome to improve our services and staff training

What counts as a complaint

A complaint is any expression of dissatisfaction about our cleaning services, our staff, or our administration that requires a response. This can include, for example:

• Quality of cleaning work, such as missed tasks or damage
• Conduct, attitude or behaviour of a cleaner or representative
• Timing or reliability of appointments and access arrangements
• Billing, charges or clarity of quotations
• Health and safety or security concerns related to our work

You do not have to use any special language or format for it to be treated as a complaint. If you tell us that you are unhappy and want us to respond, this procedure will apply.

How to make a complaint

You can make a complaint in writing or verbally. We recommend putting your complaint in writing so there is a clear record of what happened and what you would like us to do. When contacting us, please provide:

• Your full name
• The address or site where the cleaning took place
• Dates and times of the incident or service
• A clear description of the issue
• Any supporting information, such as photos or notes
• How you would like us to resolve the matter, if you have a preferred outcome

If you raise a concern directly with a cleaner at the property, they will pass the information to our office team so that it can be logged and handled under this procedure.

Timescales and stages of the process

We aim to resolve most complaints at the earliest opportunity. In many cases, this may be within a single working day, especially for straightforward issues such as missed cleaning tasks or minor service errors.

Our standard complaint handling stages are as follows:

1. Acknowledgement: We will acknowledge your complaint as soon as reasonably possible. If the matter is more complex, we may ask for further information to help us understand the situation fully.
2. Initial review: A supervisor or manager will review your complaint, check the relevant records, and, where necessary, speak to the staff involved.
3. Investigation: For more serious or disputed issues, we may carry out a more detailed investigation, which can include site visits, staff interviews and review of before and after photos or checklists.
4. Response: Once our review is complete, we will provide you with a written or verbal response setting out our findings, any apology where appropriate, and any proposed remedy.
5. Follow-up: If you accept our resolution, we will complete the agreed actions and monitor that they are delivered. We may also contact you afterwards to ensure that you are satisfied with the outcome.

Where a complaint is complex or requires further investigation, we will keep you updated on progress and expected timescales.

Possible outcomes and remedies

Depending on the nature of your complaint and our findings, we may offer one or more of the following:

• A clear explanation of what happened and why
• A sincere apology where our service has fallen short
• A return visit to complete or correct cleaning tasks
• A change of cleaner or supervisory arrangements
• Adjustments to future bookings or service plans
• A gesture of goodwill or partial refund where appropriate

Any remedy will be proportionate to the circumstances and based on the evidence available. Our aim is to restore your confidence in our service and prevent similar issues from happening again.

Escalating your complaint

If you are not satisfied with our initial response, you can ask for your complaint to be reviewed by a more senior manager. When requesting an escalation, please explain why you are unhappy with the first response and what outcome you are seeking.

The senior review will normally include:

• Re-examining the original complaint and evidence
• Reviewing how the initial investigation was handled
• Considering any new information or clarifications you provide
• Providing a final written decision setting out our position

This internal escalation is our final stage. If you remain dissatisfied after this, you may wish to seek independent advice on any further options that may be available to you.

Recording and learning from complaints

All complaints are logged and recorded securely. We monitor the number, type and outcome of complaints to identify patterns and areas where our cleaning services or customer care can be improved.

We may use complaints data to:

• Update cleaning checklists and quality controls
• Provide additional staff training and supervision
• Review our health and safety practices
• Improve scheduling, access procedures and communication
• Refine our terms, policies and customer information

By following this complaints procedure, Haringey Cleaner aims not only to resolve individual issues, but also to continuously improve the standard and reliability of our services for all customers.