Complaints Procedure

Hackney Cleaner Complaints Procedure

Hackney Cleaner is committed to providing reliable, high quality cleaning services for homes, offices and commercial premises. We recognise that, on occasion, things may not go as planned. When this happens, we want to know about it so that we can put things right quickly and improve our services for the future. This Complaints Procedure explains how you can raise a concern, how we will respond, and what you can expect at each stage.

Our Commitment to You

We take all complaints seriously and treat every concern as an opportunity to review and improve our service. Our aims when handling a complaint are to:

Respond promptly and politely to every issue raised.

Investigate what has happened in a fair and objective way.

Offer a clear explanation and, where appropriate, a practical resolution.

Learn from the outcome to reduce the likelihood of similar issues in the future.

What Counts as a Complaint

A complaint is any expression of dissatisfaction about our cleaning services, our operatives, or our administration that requires a response. This may include, for example:

Concerns about the standard or thoroughness of cleaning.

Damage or alleged damage to property during a visit.

Missed appointments, late arrivals, or early departures.

Concerns about conduct, behaviour or professionalism of staff.

Issues with booking, invoicing, or communication.

If you are unsure whether your issue counts as a complaint, you are still encouraged to contact us. We will treat your feedback appropriately and advise you on the best way forward.

How to Make a Complaint

We encourage you to raise any concern as soon as possible, ideally within 48 hours of the cleaning visit or incident so that details are still fresh and evidence can be reviewed more easily.

You can make a complaint in writing. Please include:

Your full name and, if applicable, the name of your business.

The address where the cleaning service was provided.

The date and approximate time of the visit or incident.

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

Any supporting information, such as photographs or notes.

What outcome you are seeking, for example a re-clean of specific areas or a review of charges.

Providing complete and accurate information helps us investigate your complaint more quickly and reach a fair resolution.

Stage One: Initial Review and Acknowledgement

Once we receive your complaint, we will log it in our internal system and allocate it to a member of our management team.

We will normally acknowledge your complaint within three working days. Our acknowledgement will confirm that we have received your complaint and outline the next steps in our investigation. If we require any further details or clarification, we may ask you to provide additional information at this stage.

Stage Two: Investigation and Response

After acknowledging your complaint, we will carry out a thorough investigation. Depending on the nature of the issue, this may include:

Reviewing booking records, job sheets and visit notes.

Speaking with the cleaning operative or team involved.

Reviewing any images or evidence you have provided.

Assessing our procedures to identify any possible service failures.

We aim to provide a detailed written response within ten working days of acknowledging your complaint. If the matter is complex and requires more time, we will let you know and give you an updated timeframe.

Our response will normally include:

A summary of your complaint as we understand it.

Details of what we investigated and the information considered.

Our findings and, where appropriate, an apology.

Any proposed resolution or remedial action.

Information about how to escalate the matter if you remain dissatisfied.

Possible Outcomes and Remedies

Where our investigation shows that we have fallen short of our standards, we will seek to offer a fair and reasonable remedy. Depending on the circumstances, this may include one or more of the following:

Arranging a re-clean of the affected areas within a reasonable time.

Offering a partial or full adjustment to your invoice, where appropriate.

Providing guidance or additional training to the staff member involved.

Reviewing and, where necessary, amending our internal procedures.

Any remedy offered will be based on the specific facts of your complaint and the impact on you.

Stage Three: Escalation

If you are not satisfied with our Stage Two response, you may request that your complaint is reviewed by a senior member of our team who was not directly involved in the original investigation.

To escalate your complaint, please explain why you are unhappy with the initial outcome and include any additional information you believe is relevant. We will acknowledge your request for escalation within three working days.

The senior reviewer will reassess the evidence, consider whether the original investigation was fair and thorough, and decide whether the outcome should be upheld, varied or overturned. We aim to provide a final written response to escalated complaints within ten working days of acknowledgement, or we will inform you if more time is needed.

Time Limits and Late Complaints

We encourage you to raise complaints as soon as possible so that we can investigate effectively. While we will always consider the circumstances, complaints raised more than three months after the incident may be more difficult to investigate fully due to loss of records or fading recollection of events.

Confidentiality and Data Protection

All complaints are handled in confidence and in line with our data protection obligations. Information you provide will only be shared with staff who need it to investigate and resolve your complaint. We will store complaint records securely and retain them for an appropriate period for monitoring and improvement purposes.

Using Complaints to Improve Our Services

Feedback from our customers, including complaints, is central to improving our cleaning services. We regularly review complaint trends to identify recurring issues, training needs and opportunities to refine our processes. By telling us when something has gone wrong, you help us enhance the reliability, consistency and quality of the services we provide.

Contacting Hackney Cleaner

If you wish to raise a complaint or provide feedback about our cleaning services, please contact us in writing using your usual communication method with Hackney Cleaner. We will follow this Complaints Procedure and keep you informed at each stage until your complaint is resolved.