Complaints Procedure at Harrow Cleaner

Harrow Cleaner is committed to providing reliable and professional cleaning services. We recognise that, on occasion, customers may feel that our service has not met expectations. This complaints procedure explains how you can raise a concern, how we will handle your complaint, and the standards you can expect from us throughout the process.

Purpose of This Complaints Procedure

The purpose of this procedure is to give all customers a clear and fair route to raise any dissatisfaction with our cleaning services. It also helps us to learn from feedback and continually improve the quality, reliability, and safety of our work across our service area.

This procedure applies to all customers who receive cleaning services from Harrow Cleaner, including regular cleaning, one-off visits, and specialist cleaning services.

What We Class as a Complaint

A complaint is any expression of dissatisfaction about our cleaning services, our staff, or our communication, where a customer is seeking a response or resolution. Examples may include:

Issues with the standard or quality of cleaning work carried out.

Concerns about timekeeping, access, or reliability of appointments.

Concerns about conduct, attitude, or behaviour of cleaning staff.

Problems with how a booking was handled or how information was communicated.

Disagreements regarding charges, invoices, or scope of work agreed.

We welcome all feedback, including minor concerns, as this helps us address issues quickly and prevent future problems.

How to Make a Complaint

You can make a complaint using any normal communication method you already use with Harrow Cleaner. When raising your complaint, please provide the following information so we can investigate efficiently:

Your full name and details of the property where the cleaning took place.

The date and time of the service you are unhappy with.

A clear description of what went wrong or what you are dissatisfied with.

Any relevant information such as photos, notes, or the names of staff members if known.

Whether you have already discussed the issue with a member of our team.

We recommend making your complaint as soon as possible after the issue arises, ideally within a reasonable period, so that we can investigate effectively.

Our Complaints Handling Stages

Stage 1: Initial Review and Acknowledgement

Once we receive your complaint, we will log it and carry out an initial review. We aim to acknowledge your complaint promptly and to confirm that we are looking into the matter.

In many cases we will be able to resolve straightforward issues at this early stage, for example by clarifying information, correcting a mistake on a booking, or offering a practical solution regarding a cleaning visit.

Stage 2: Investigation

If the complaint cannot be resolved immediately, it will be passed to a member of management for a more detailed investigation. This may involve:

Reviewing your booking details and any notes from the job.

Speaking with the cleaners or supervisors involved in the visit.

Reviewing any photos, messages, or other evidence you have provided.

Considering our terms of service and any specific instructions agreed for your property.

We will aim to complete the investigation within a reasonable time. If we need more time due to complexity or availability of information, we will keep you informed.

Stage 3: Response and Proposed Resolution

After our investigation, we will contact you with a clear response. This will include:

A summary of the issue as we understand it.

The findings of our investigation.

Any steps we have already taken to address the issue.

Our proposed resolution or explanation if we do not uphold the complaint.

Where a complaint is justified, possible resolutions may include a re-clean of affected areas, a partial adjustment, or other remedial action appropriate to the circumstances. Each case will be considered on its individual facts.

If You Are Unhappy With the Outcome

If you feel that your complaint has not been resolved satisfactorily, you may ask for a further review. In this case, a more senior member of the team will re-examine the details of your complaint, the initial investigation, and the proposed outcome.

During this further review, we may request additional information from you or clarify particular aspects of the service. We will then provide a final decision, explaining the reasons for our conclusions and any further steps we are able to take.

Our Commitments During the Process

When handling complaints, Harrow Cleaner is committed to the following principles:

Fairness: We will treat your complaint seriously, listen carefully, and consider both your account and any relevant information from our team.

Respect: You will be treated with courtesy and professionalism at all times, and we expect the same courtesy to be extended to our staff.

Confidentiality: Details of your complaint will only be shared with staff who need the information to investigate or resolve the matter.

Impartiality: We will approach each complaint without bias, aiming for a balanced and objective view.

Improvement: We will use what we learn from complaints to improve our cleaning practices, staff training, and customer service processes.

Using Feedback to Improve Our Service

Every complaint, whether large or small, helps us to refine the way we deliver our cleaning services. We may use anonymised information from complaints to review our procedures, update staff training, and improve how we communicate with customers about what to expect from our services.

Harrow Cleaner values the trust placed in us to look after homes and business premises. By following this complaints procedure, we aim to deal with concerns in a timely, transparent, and constructive way so that we can restore confidence and maintain long-term relationships with our customers.