Complaints Procedure

Cleaner Highbury Complaints Procedure

Cleaner Highbury is committed to providing reliable, high-quality cleaning services for homes and businesses. We understand that, on occasion, things may not go as planned. When this happens, we want to hear from you so we can put matters right quickly and use your feedback to improve our services.

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 Commitment to You

We aim to handle every complaint fairly, consistently and promptly. When you make a complaint, we will:

Listen carefully to your concerns and treat you with respect and courtesy.

Take your complaint seriously and investigate it thoroughly.

Seek to resolve the issue as quickly as possible, usually at the first point of contact.

Keep you informed about the progress of your complaint and any actions we are taking.

Use what we learn from complaints to review and improve our cleaning services and internal processes.

What Counts as a Complaint

A complaint is any expression of dissatisfaction about our cleaning services, staff, bookings, communication, or any aspect of your experience with Cleaner Highbury, where you are looking for a response or resolution.

Examples of complaints can include:

Dissatisfaction with the standard of cleaning or the way a job was carried out.

Concerns about staff behaviour, conduct, or professionalism.

Issues with scheduling, delays, missed appointments, or access problems.

Problems with how your enquiry or booking was handled or communicated.

Concerns about invoices, pricing, or changes to agreed services.

How to Make a Complaint

You can raise a complaint in several ways. Please contact us through your usual communication channel with Cleaner Highbury or through the contact form on our website. Provide as much relevant information as possible to help us understand and resolve the issue quickly.

To help us deal with your concern effectively, please include:

Your full name and, if applicable, your organisation or property details.

The date and approximate time of the cleaning visit or incident.

A clear description of what went wrong and how it has affected you.

Any photos or notes that may help us understand the issue, if available.

What outcome or resolution you are seeking, where this is known.

Stage One: Initial Resolution

In the first instance, we aim to resolve most issues quickly and informally.

When you contact us with a complaint, a member of our team will acknowledge your concern and try to resolve it as soon as possible. Often, this may involve:

Clarifying details of what happened.

Offering a practical solution, such as arranging a re-clean where appropriate.

Explaining our policies and any relevant limitations or conditions.

Most straightforward complaints can be resolved at this stage to your satisfaction.

Stage Two: Formal Investigation

If your complaint cannot be resolved informally, or you remain dissatisfied with the initial response, you may request that your complaint is treated as a formal complaint.

Once your complaint is escalated, we will:

Record the details of your complaint in our internal system.

Assign a manager or senior member of staff to review the matter.

Gather relevant information, which may include speaking with cleaning operatives or reviewing schedules and job notes.

We will aim to provide a formal written response within a reasonable timescale. If the issue is more complex and we require more time, we will let you know and keep you updated on progress.

Possible Outcomes and Remedies

After investigating your complaint, we will explain our findings and any actions we will take. Depending on the nature of the complaint, possible outcomes may include:

An apology and explanation of what went wrong and why.

Arranging a re-clean or corrective visit where suitable and feasible.

Offering another practical solution to address the issue.

Reviewing internal procedures or providing additional staff training.

In some cases, where appropriate, we may consider other forms of redress in line with our terms and conditions.

If You Are Still Unhappy

If you remain dissatisfied after the formal investigation and response, you can ask for your complaint to be reviewed by a senior manager. They will reassess the details of the case, the steps taken so far, and the outcome offered. They may contact you for further clarification, and once their review is complete, they will provide you with a final written response.

Confidentiality and Data Protection

All complaints are handled in confidence. Information about your complaint will only be shared with staff who need it to investigate and resolve the matter. We store and process any personal information in line with our privacy practices and applicable data protection requirements.

Using Feedback to Improve Our Services

Your feedback, whether positive or negative, is valuable to us. Complaints help us identify recurring issues, adjust our training, refine our quality checks, and improve the overall standard of our domestic and commercial cleaning services.

We review complaints regularly to look for patterns and opportunities for improvement. Our goal is not just to resolve individual issues, but to ensure that similar problems are less likely to happen in the future.

Accessibility and Support

We want our complaints process to be accessible to all customers. If you need support in raising a complaint or require information in a different format, please let us know when you contact us, and we will do our best to accommodate your needs.

Cleaner Highbury is dedicated to delivering a dependable, consistent and professional cleaning service. If we fall short of your expectations, we encourage you to tell us so that we can put things right and continue to improve.