Cleaner Hackney Complaints Procedure

Cleaner Hackney is committed to delivering a reliable and professional cleaning service for homes, offices and commercial premises. We aim to resolve any concerns quickly, fairly and transparently. This complaints procedure explains how you can raise an issue, how we will handle it, and what you can expect from us at each stage.

Our Commitment to You

We take all complaints seriously, whether they relate to cleaning standards, conduct of staff, scheduling, communication or any other aspect of our services. Our goals are to put things right, learn from what happened, and improve our processes so similar issues are less likely to occur in future.

You will be treated with respect at all times, and your complaint will not affect your right to receive a high standard of service from Cleaner Hackney.

What Is a Complaint

A complaint is any expression of dissatisfaction about the services provided by Cleaner Hackney that requires a response. This can include, for example:

Missed or incomplete cleaning work, issues with quality or attention to detail, damage to property or belongings, lateness, cancellations or repeated rescheduling, behaviour or attitude of a cleaner or other representative, health and safety concerns, or billing and payment disputes.

If you are unsure whether your concern is a complaint, please still raise it with us. We would rather know about a minor issue early than allow it to become a bigger problem.

How to Make a Complaint

You can make a complaint in writing or by speaking to us. Wherever possible, we encourage you to raise the issue as soon as you become aware of it, ideally within 48 hours of the cleaning visit or incident. This helps us investigate quickly and put things right.

When making a complaint, please tell us: your full name, the address where the cleaning took place, the date and approximate time of the service, a clear description of what went wrong, and how you would like us to resolve the matter if you have a preferred outcome. The more detail you provide, the easier it will be for us to investigate thoroughly.

Stage One: Initial Resolution

Most complaints can be resolved quickly at an early stage. Once we receive your complaint, we will acknowledge it and record the details in our internal system. We will then ask a relevant member of the team to review what happened and respond.

Where possible, we will aim to resolve straightforward complaints within three working days. This may include offering to re-clean an area, correcting an invoice, or providing clarification about the service delivered. If we need more time to look into your concerns, we will let you know and explain why.

Stage Two: Formal Investigation

If your complaint cannot be resolved at Stage One, or if you are not satisfied with the initial response, you can ask for a formal investigation. At this stage, a more senior member of the Cleaner Hackney team will review the matter.

The formal investigation may involve speaking with the cleaners or supervisors involved, reviewing schedules, checklists and any photographs or notes from the visit, examining communication records, and assessing whether our policies and procedures were followed.

We will aim to complete the formal investigation and provide a full written response within ten working days of your escalation request. If we need longer due to the complexity of the complaint, we will update you with a revised timeframe and the reasons for the delay.

Our Response and Possible Outcomes

When we conclude our investigation, we will explain: what we have found, whether your complaint is upheld in full, in part, or not upheld, what actions we are taking to address your specific concerns, and any changes we will make to improve our services going forward.

Depending on the nature of the complaint, outcomes may include a detailed apology and explanation, a re-clean of part or all of the property, adjustments or credits on your account, staff training or supervision measures, or changes to our procedures, schedules or quality controls.

If You Are Still Unhappy

If you remain dissatisfied after receiving our formal response, you can ask us to review the decision again. In doing so, please explain which aspects of our response you disagree with and why, and whether you have any additional information that you would like us to consider.

We will arrange for a senior manager or another appropriate person who has not been directly involved in the earlier stages to look at your complaint again and provide a final position. We will aim to respond to this final review within ten working days.

Confidentiality and Data Protection

All complaints are handled in confidence and in line with our data protection responsibilities. Information about your complaint will only be shared with team members who need it in order to investigate the issue and respond appropriately.

We retain records of complaints and outcomes so that we can monitor trends, learn from feedback and improve the quality and consistency of our cleaning services over time.

Using Complaints to Improve Our Services

Cleaner Hackney views complaints as a valuable source of feedback. We regularly review complaint data to identify recurring issues, training needs, and improvements to our cleaning methods, schedules and customer communication. By raising a concern, you are helping us enhance the service we provide to you and to other customers.

Our aim is not only to resolve your individual complaint, but also to strengthen our overall standards, reliability and professionalism as a cleaning provider.

Accessibility and Support

We want our complaints procedure to be accessible to all customers. If you need help to make a complaint or require us to communicate with you in a particular way, please let us know and we will do our best to meet your needs.

Cleaner Hackney appreciates your time in bringing any concerns to our attention and is committed to addressing them promptly and fairly.