Harrow Cleaners Complaints Procedure

Harrow Cleaners is committed to providing reliable, high quality cleaning services for homes and businesses. We recognise that, on occasion, you may feel something has not met your expectations. 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 Resolving Complaints

We take all complaints seriously and aim to resolve them fairly, consistently and as quickly as possible. Our objectives are to understand what went wrong, put things right where we can, and learn from your feedback to improve our cleaning services across our service area.

Every complaint is treated with respect and confidentiality. We will never penalise a client for raising a concern and we encourage honest feedback whenever you feel something is not satisfactory.

What Counts as a Complaint

A complaint is any expression of dissatisfaction about our cleaning services, staff conduct, communication, booking processes, or how we have handled a previous enquiry or issue. This may include, but is not limited to:

Missed, late or shortened cleaning appointments; quality of cleaning work not meeting agreed standards; damage to property or possessions; concerns about staff behaviour or professionalism; incorrect or unclear information about prices or services; problems with invoices, payments or refunds; delays or lack of communication from our office or support team.

If you are unsure whether your concern counts as a complaint, please raise it with us anyway so we can review it properly.

How to Make a Complaint

You can submit a complaint in the way that is most convenient for you. We recommend that you contact us as soon as possible after the issue occurs so that details are fresh in everyone’s mind and we can respond promptly.

Please clearly state that you are making a complaint and, where possible, include the following information: your full name; the address where the cleaning service took place; the date and approximate time of the incident or service; the type of service you booked, such as domestic cleaning, office cleaning, end of tenancy or one off cleaning; a clear description of what went wrong and how it affected you; any steps already taken to try to resolve the matter with our cleaners or office team; what outcome you are hoping for, where this is known.

Providing accurate and detailed information helps us to complete a thorough and fair investigation.

Stage One: Initial Review and Response

Once we receive your complaint, we will log it in our internal system and assign it to a member of our management team. We aim to acknowledge your complaint within a reasonable period of time, confirming that we have received it and outlining the next steps.

During this initial review we may contact you to clarify any details or request additional information, such as photos or a description of the affected areas. We may also speak to the cleaners involved and review job notes, schedules and any relevant documentation.

Our goal at this stage is to resolve straightforward complaints quickly, where possible, for example by arranging a re clean, providing an explanation or offering another practical solution.

Stage Two: Detailed Investigation

If your complaint is more complex, involves potential damage, or you are not satisfied with the initial response, your case will move to a more detailed investigation. A senior member of staff will review all available information, including your account of events, staff statements, service history and any supporting evidence.

We will assess what went wrong, whether our usual standards and procedures were followed, and what action is appropriate. This may include additional training for staff, changes to our processes, or specific remedial actions related to your booking.

We will then provide a written or verbal outcome explaining our findings, any decisions made, and the reasons for those decisions. Where we uphold your complaint, we will outline the steps we will take to put things right, which may include a corrective visit, a partial or full adjustment to your invoice, or other appropriate remedies depending on the circumstances.

Stage Three: Escalation

If you remain dissatisfied after the detailed investigation and outcome, you may request an escalation. In this case, a different senior manager, not previously involved in your complaint, will review the matter.

They will consider all information already gathered and may contact you for further clarification. The purpose of escalation is to ensure that your complaint has been handled fairly, that all relevant facts have been considered, and that the final decision is reasonable and proportionate.

After this review, we will provide a final response. While this may not always be the outcome you are seeking, we will always explain how we reached our decision and what, if any, further options are available to you.

Timescales

We aim to handle all complaints promptly. Actual timescales may vary depending on the complexity of the issue, the availability of the parties involved, and whether inspection or additional checks are required.

We will keep you informed if we need more time to investigate and will provide updates if there are any significant delays. You can contact us at any stage to enquire about the progress of your complaint.

Fairness and Confidentiality

All complaints are handled impartially. We will listen carefully to your concerns and to our staff members involved before reaching any conclusions. We will not tolerate harassment or abuse of our staff and may take appropriate action if this occurs, but this does not affect your right to raise a genuine complaint.

Your personal information and the details of your complaint will be handled in line with our data protection obligations. Information is only shared internally with those who need it to investigate and resolve your complaint.

Using Complaints to Improve Our Services

Feedback from clients, including complaints, is essential to improving our cleaning services across the areas we cover. We regularly review complaint records to identify patterns, training needs and areas where our procedures can be strengthened.

By following this complaints procedure, we aim not only to address individual concerns but also to raise overall service standards for all Harrow Cleaners clients.

If You Have an Ongoing Concern

If you experience recurring issues or have broader concerns about our services, please let us know as soon as possible. Early communication helps us to work with you to prevent problems from escalating and to adapt our cleaning approach to suit your specific requirements.

We value every client and we are committed to treating all complaints as opportunities to listen, put things right and ensure that Harrow Cleaners continues to provide dependable and professional cleaning solutions.