Cleaner Harrow Complaints Procedure

Cleaner Harrow aims to provide reliable, high quality cleaning services for homes and businesses. We recognise that, on occasion, things may not go as planned. This complaints procedure explains how you can raise a concern, how we will respond, and what you can expect from us at each stage. Our goal is to resolve issues promptly, fairly, and transparently.

Scope Of This Complaints Procedure

This procedure applies to any complaint about our cleaning services, administration, or conduct of our staff, including regular domestic cleaning, one off deep cleans, end of tenancy cleaning and commercial cleaning. It is designed for clients who have booked services directly with Cleaner Harrow.

This procedure does not cover emergency situations where there is an immediate risk to health or safety. In those rare circumstances, please contact the relevant emergency or regulatory services without delay, then notify us as soon as possible so we can cooperate and investigate.

What We Class As A Complaint

A complaint is any expression of dissatisfaction about our cleaning services or our staff where you would like us to investigate and respond. This may include, but is not limited to:

Poor quality or incomplete cleaning work
Missed or late appointments
Concerns about the conduct, attitude or behaviour of our cleaners
Damage to property allegedly caused during a visit
Administrative errors, such as incorrect invoices or bookings
Failure to follow agreed instructions or specific requests

We welcome feedback of all kinds and encourage you to tell us when you are happy as well as when you are not. Raising a complaint will not affect your right to use our services in future.

How To Raise A Complaint

You can raise a complaint verbally or in writing. Written complaints help us keep an accurate record of details and outcomes, but we understand that is not always convenient.

When raising a complaint, please provide as much information as possible, including:

Your full name and the address where the cleaning took place
The date and approximate time of the service
A clear description of what went wrong or what you are unhappy with
Any photographs or evidence that may help us understand the issue
What outcome you are seeking, where this is known

If you are making a complaint on behalf of someone else, please make this clear and ensure you have their permission to do so.

Initial Response And Timeframes

We aim to acknowledge all complaints as soon as reasonably possible after receiving them. In most cases, acknowledgement will be made within two working days. During our initial response we may ask for further information to ensure we fully understand your concerns.

We aim to provide a full response to most complaints within ten working days. If the matter is more complex and requires additional investigation, we will explain why more time is needed and give you an estimated timescale for our final response.

How We Investigate Complaints

Every complaint is treated seriously and handled with respect and confidentiality. Our investigation may include the following steps, depending on the nature of the issue:

Reviewing our booking records, checklists and job notes for the relevant visit
Speaking with the cleaner or team who attended the property
Reviewing any photographs, videos or other evidence provided
Checking our policies and any special instructions recorded for your booking

We will consider both your account and that of any staff involved, and we will evaluate whether our usual standards and procedures were followed. Where necessary, a senior member of the team will be consulted to ensure a fair and balanced view.

Outcomes And Resolutions

Once our investigation is complete, we will explain our findings to you clearly. Depending on the circumstances, possible outcomes may include:

A sincere apology and explanation
Providing a re clean or remedial visit where the work fell below our usual standards
Offering a partial or full refund where appropriate
Taking internal action, such as extra training or guidance for staff
Updating our procedures to reduce the chance of a similar issue happening again

Where we do not uphold a complaint, we will explain the reasons for our decision. Our focus is always on being fair, proportionate and consistent.

Escalating Your Complaint

If you are not satisfied with the initial outcome, you can ask for your complaint to be escalated. A member of management who was not involved in the original investigation will review the case, the evidence considered and the decision reached.

During escalation, we may ask you for any additional information or clarification that might assist the review. We will then confirm our final position and any further steps we are prepared to take. This will normally be our final internal stage.

Your Responsibilities As A Client

To help us deal with your complaint fairly and quickly, we ask that you:

Tell us about any problems as soon as you reasonably can after they occur
Provide honest, accurate and complete information
Communicate with our staff respectfully and allow us reasonable time to investigate
Do not interfere with any evidence, for example by repairing alleged damage before it can be inspected, unless necessary for safety reasons

We reserve the right to decline to continue correspondence where communications become abusive, threatening or clearly unreasonable, though this will be a last resort.

Confidentiality And Data Protection

Details of your complaint will be handled sensitively and shared only with those who need the information to investigate and respond. Any personal data provided will be processed in line with our data protection practices and used only for the purposes of handling your complaint and improving our services.

Continuous Improvement

Cleaner Harrow uses complaints, feedback and compliments to review and improve our cleaning services. We regularly analyse issues raised to identify any patterns, training needs or procedural changes that may be required. Your comments, whether positive or negative, play an important part in helping us maintain and enhance the quality of our work.

We value every client and are committed to putting things right when they go wrong. This complaints procedure is part of our ongoing commitment to delivering dependable, professional cleaning services across our service area.