Cleaners Hackney Complaints Procedure

This Complaints Procedure explains how customers can raise concerns about cleaning services provided by Cleaners Hackney, how we handle those concerns, and what you can expect from us at each stage. Our aim is to resolve any issues promptly, fairly, and professionally, while using your feedback to improve our services across Hackney and nearby areas.

Our Commitment to You

Cleaners Hackney is committed to delivering reliable and high-quality cleaning services. If we fall short of your expectations, we want to know. We will treat every complaint seriously, handle it confidentially, and work with you to reach a fair outcome.

We will always aim to:

Listen carefully to your concerns and understand what went wrong from your perspective.

Respond within reasonable timescales and keep you informed of progress.

Offer clear explanations, appropriate remedies, and, where necessary, changes to our processes to prevent repeat issues.

What Counts as a Complaint

A complaint is any expression of dissatisfaction about our cleaning services, our cleaners, our administration, or how we have handled a previous issue. This may include, for example:

Concerns about the quality or thoroughness of a clean.

Behaviour, attitude, or professionalism of a cleaner or representative.

Issues with booking, scheduling, access, or cancellations.

Problems with billing or charges you do not recognise or understand.

Any situation where you feel we have not met what was agreed or reasonably expected.

How to Raise a Complaint

You can raise a complaint verbally or in writing. To help us investigate and resolve your concern efficiently, please provide as much relevant information as possible, including:

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

The date and approximate time of the service involved.

A clear description of what happened and why you are dissatisfied.

Any photos or evidence that may help us understand the issue.

What outcome you would consider to be a fair resolution.

We encourage you to raise your complaint as soon as possible after the issue occurs so we can address it quickly and effectively.

Stage 1: Initial Response and Informal Resolution

Once we receive your complaint, we will acknowledge it as soon as practicable. At this initial stage, we will:

Review the details you have provided.

Check any relevant booking notes, cleaning checklists, or internal records.

Contact the cleaner or team involved, if appropriate, to understand their account.

We will then contact you to discuss the matter. Where possible, we aim to resolve issues immediately or within a short timeframe. Informal resolutions may include:

An apology and explanation.

Arranging a re-clean of the affected areas where reasonable.

Offering a partial adjustment to your invoice where justified.

Clarifying any misunderstandings about the agreed scope of work.

Stage 2: Formal Investigation

If you are not satisfied with the outcome of the initial response, or if the matter is more serious or complex, you may request that your complaint be treated as a formal complaint.

At this stage, a more senior member of our team will review the complaint. They may:

Carry out a detailed review of all relevant documentation and communications.

Speak with all staff involved in delivering the service.

Ask you for any further information or clarification if needed.

We aim to complete this formal review within a reasonable timeframe, depending on the complexity of the matter. At the conclusion of the investigation, we will provide you with a written response explaining:

Our understanding of your complaint.

The steps taken to investigate it.

Our findings and conclusions.

Any actions we will take to put things right.

Any changes we will make to our processes, training, or service standards.

Possible Outcomes and Remedies

Depending on the nature of your complaint, possible outcomes may include:

A sincere apology and explanation.

A re-clean of specific areas or a full repeat service, where appropriate.

A partial or full adjustment of charges, where our investigation supports this.

Internal actions such as additional staff training, supervision, or process changes.

We will always aim to ensure that any resolution is fair, proportionate, and consistent with our service terms.

Time Limits for Raising Complaints

To help us investigate effectively, we ask that you raise any concerns about a cleaning visit within a reasonable time after the service, ideally within 24 to 48 hours. This allows us to accurately assess the condition of the property and the quality of the work carried out.

Complaints raised after a longer period may be more difficult to verify fully, but we will still listen to your concerns and do our best to address them.

Confidentiality and Data Protection

All complaints are handled in confidence. Information you provide about your complaint will only be shared with staff who need it to investigate and resolve the issue. We will handle your personal data in line with applicable data protection requirements and our internal privacy practices.

Using Feedback to Improve Our Service

Every complaint gives us an opportunity to review how we work and where we can improve. Cleaners Hackney regularly reviews complaint outcomes and customer feedback to:

Identify any recurring issues or patterns.

Refine our training for cleaners and office staff.

Improve our communication and booking processes.

Enhance the overall quality and consistency of our cleaning services.

Unreasonable or Abusive Behaviour

We understand that customers may feel upset or frustrated when they complain, and we will always treat you with respect and patience. In return, we expect our staff to be treated with the same respect. We may limit or end communication with anyone who is abusive, threatening, or persistently unreasonable, while still considering the substance of any valid complaint they raise.

Updates to This Complaints Procedure

Cleaners Hackney may update this Complaints Procedure from time to time to reflect changes in our operations, feedback mechanisms, or legal and regulatory requirements. The most recent version will always apply to how we handle complaints about our services.