This complaints procedure explains how customers of Cleaners Haringey can raise concerns about our cleaning services and how we handle, investigate, and resolve those concerns. Our aim is to deal with all complaints fairly, consistently, and as quickly as possible, while using feedback to improve our services to homes and businesses in the area.
We are committed to providing reliable, professional cleaning. If something goes wrong, we want to know about it so we can put it right. We will always treat complaints seriously, keep your information confidential, and ensure you are treated with respect throughout the process.
We will:
Listen carefully to your concerns, seek to understand what has happened, acknowledge mistakes where they occur, explain our findings and decisions clearly, and take appropriate action to resolve the issue and prevent a repeat.
A complaint is any expression of dissatisfaction about our cleaning services, our cleaners, our customer service, or how we have handled a previous issue. This might include problems such as missed or incomplete cleaning tasks, damage to property, lateness or non-attendance, conduct or behaviour of a cleaner, invoice or payment concerns, or health and safety issues related to our work.
You do not need to use the word complaint for us to treat your concern as one. If you are unhappy with any aspect of our service and want us to respond, we will treat it as a complaint.
You can make a complaint in the way that is most convenient for you. You may contact us in writing or speak to us directly. When you raise a complaint, please provide as much information as possible, including your name and contact details, the address where the cleaning took place, the date and approximate time of the service, a clear description of what went wrong, and any photos or evidence that may help us understand the issue.
If you raise your concern with a cleaner on site, they will record the details and pass them on to our office team so that your complaint can be logged and followed up properly.
Once we receive your complaint, we will log it in our internal system and give it a reference. We will usually acknowledge your complaint within a reasonable period of time, confirming that we have received it and who will be handling it.
Where possible, we aim to resolve straightforward issues immediately or within a short timeframe. For example, we may offer a re-clean, a corrective visit, or another practical solution, depending on the nature of the complaint.
If your complaint requires further investigation, it will be handled by a supervisor or manager who was not directly involved in the service. The investigation may include reviewing booking records and cleaning checklists, speaking with the cleaners who attended your property, requesting further information or evidence from you, and, where appropriate, arranging a visit to the property to assess the situation.
Once the investigation is completed, we will provide you with a clear response. This will normally include a summary of your complaint, what we have investigated, our findings, any corrective or preventative action we propose, and any goodwill gesture or partial refund where applicable and appropriate.
We aim to provide a full response within a reasonable timescale. If we need more time, we will let you know and explain why.
If you are not satisfied with our initial response, you can ask for your complaint to be reviewed by a more senior member of our team. When you request an escalation, please explain why you remain unhappy and what outcome you are seeking.
The senior reviewer will consider the original complaint, the investigation, and our response. They may request additional information or clarify details with you or with the staff previously involved. After this review, we will provide you with our final position and explain the reasons for our decision.
Depending on the circumstances, possible outcomes to a complaint may include an apology and explanation, a partial or full re-clean of the affected areas, changes to how we deliver or schedule your service, staff training or supervision measures, or a partial or full refund where justified and appropriate.
Each complaint is considered on its own facts, and we will always aim to reach an outcome that is fair to both you and our team.
To help us handle your complaint effectively, we ask that you raise issues as soon as reasonably possible after the service, provide accurate and complete information, allow us reasonable access to investigate and rectify any concerns, and treat our staff with courtesy and respect throughout the process.
We may not be able to fully investigate complaints that are raised after a substantial delay, especially where evidence is no longer available, but we will still review your concerns and respond as fairly as we can.
All complaints are handled in confidence. Information is shared only with staff who need it to investigate and resolve your concerns. We will store complaint records securely and keep them only for as long as necessary to manage our services and meet legal or regulatory requirements.
We regularly review complaints and feedback to identify patterns, training needs, and opportunities to improve our cleaning processes, customer communication, and overall service delivery across our operating area. Your feedback helps us maintain consistent quality and high standards for all customers.
We may update this complaints procedure from time to time to reflect changes in our operations or applicable requirements. The version published here is the one currently in force and applies to all complaints about our cleaning services.
Hire our cleaners Haringey and find out how useful we can be to you and how affordable and cheap our prices are.
Price List
| Carpet Cleaning | from £ 55 |
| Upholstery Cleaning | from £ 55 |
| End of Tenancy Cleaning | from £ 95 |
| Domestic Cleaning | from £ 13.50 |
| Regular Cleaning | from £ 13.50 |
| Office Cleaning | from £ 13.50 |
*Price excluding VAT
*Minimum charge apply
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