Complaints Procedure for Cleaners Highbury Clients
This Complaints Procedure explains how customers of Cleaners Highbury can raise concerns about any aspect of our cleaning services and how those concerns will be handled. Our aim is to resolve issues promptly, fairly, and consistently, while using feedback to improve our domestic and commercial cleaning work.
1. Purpose and Scope
This procedure applies to all customers who receive cleaning services from Cleaners Highbury, including regular domestic cleaning, one-off deep cleans, end of tenancy cleans, office and commercial cleaning, and any additional services we provide in the local area.
A complaint is defined as any expression of dissatisfaction about our services, staff conduct, communication, or service quality, where a response or resolution is explicitly or implicitly expected.
2. Our Service Commitment
Cleaners Highbury is committed to delivering reliable, high-quality cleaning services. When things go wrong, we will:
• Treat every complaint seriously and respectfully.
• Acknowledge issues as quickly as possible.
• Investigate complaints in a fair and impartial manner.
• Provide a clear explanation of our findings and any actions taken.
• Use feedback to prevent similar issues in the future.
3. How to Make a Complaint
Customers can raise a complaint through any usual communication channel they use with Cleaners Highbury, including written or verbal contact with our office or management team. We encourage customers to provide as much detail as possible so we can investigate thoroughly.
When submitting a complaint, please include the following information:
• Your full name and, if applicable, the business name.
• The address where the cleaning service took place.
• The date and approximate time of the service concerned.
• A clear description of the issue and how it has affected you.
• The name of the cleaner or cleaning team, if known.
• Any supporting information, such as photographs or notes.
4. Time Limits for Complaints
We ask that complaints relating to a specific cleaning visit are raised within 48 hours of the service where possible. This allows us to review the work while it is still recent and, where appropriate, arrange a prompt remedy such as a re-clean.
Complaints raised after this period will still be reviewed, but our ability to verify and correct certain issues may be reduced.
5. Initial Acknowledgement
Once we receive your complaint, we will acknowledge it within a reasonable timeframe. In most cases this will be within two working days. The acknowledgement will confirm that we have received your complaint and outline the next steps in the process.
6. Investigation Process
Your complaint will be reviewed by a member of our management or customer care team who is not directly involved in the issue, where possible, to ensure impartiality.
The investigation may include:
• Reviewing job records, booking details, and cleaning checklists.
• Speaking with the cleaners or supervisors involved in the service.
• Considering any photographs, notes, or evidence you have provided.
• Assessing whether service standards, company policies, or agreed instructions were followed.
Complex complaints may require more time to investigate fully, but we will keep you informed of progress where the review takes longer than usual.
7. Response and Outcomes
Once the investigation is complete, we will provide you with a response outlining our findings and any actions we will take. Depending on the circumstances, possible outcomes may include:
• An apology and explanation.
• A corrective action such as a partial or full re-clean of affected areas.
• Service adjustments or additional staff training to prevent recurrence.
• Where appropriate and at our discretion, a gesture of goodwill or partial refund.
We will explain how we reached our decision and how the outcome addresses the issues you raised.
8. If You Are Not Satisfied with the Outcome
If you are not satisfied with our initial response, you may request a further review. In that case, your complaint and our initial findings will be reconsidered by a senior member of the team who was not involved in the original decision, wherever possible.
The review will focus on whether the complaint was handled fairly, whether all relevant information was considered, and whether the outcome was reasonable in light of our service terms and standards.
9. Staff Conduct and Safety Concerns
Cleaners Highbury takes issues relating to staff behaviour, safety, and security extremely seriously. If your complaint involves alleged misconduct, harassment, unsafe working practices, risk to property, or any other serious concern, it will be prioritised and escalated to management immediately.
Where necessary, we may suspend the cleaner or team involved from working at your premises while we investigate. We may also decide to discontinue providing services to a property or customer where safety or conduct concerns cannot be satisfactorily resolved.
10. Confidentiality and Data Handling
All complaints will be handled in confidence and in line with applicable data protection principles. Information will only be shared with those who need it to investigate and resolve the issue or where we are required to disclose information by law or regulatory obligation.
11. Using Feedback to Improve Services
Complaints and feedback are an important part of how Cleaners Highbury monitors and improves its cleaning services across the area. We regularly review complaint records and outcomes to identify trends, training needs, and opportunities to enhance our cleaning standards, customer communication, and quality control processes.
12. Review of This Complaints Procedure
This Complaints Procedure is reviewed periodically to ensure it remains clear, fair, and effective for our cleaning clients. Updated versions will apply from the date of publication and will be made available to customers on request.
By using our services, you acknowledge that you have had the opportunity to read this procedure and understand how to raise any concerns with Cleaners Highbury.
