Highbury Cleaner Complaints Procedure

Highbury Cleaner is committed to providing reliable, professional cleaning services for homes and businesses. We aim to get things right first time, but we recognise that occasionally issues can arise. This complaints procedure explains how you can raise a concern about our services and how we will respond.

Our Commitment to You

We treat all complaints seriously and view them as an opportunity to improve our cleaning services and customer care. Our goals when handling a complaint are to listen carefully, investigate fairly, respond promptly, and provide a clear outcome with, where appropriate, practical steps to put things right.

What Counts as a Complaint

A complaint is any expression of dissatisfaction about the quality of cleaning, conduct of our cleaners, reliability of appointments, communication, or any other aspect of our service. You do not need to use the word “complaint” for us to treat your concern as one; if you are unhappy and want us to respond, we will follow this procedure.

Raising a Complaint Informally

Where possible, we encourage you to raise issues informally in the first instance. For example, if you notice a missed area or are unhappy with part of a recent clean, let us know as soon as you can. Many problems can be resolved quickly and amicably through discussion, without the need for a formal complaint.

When you contact us, please provide your name, the service address, the date of the clean, and details of what went wrong. The more information you share, the easier it is for us to understand and correct the problem promptly.

Making a Formal Complaint

If you are not satisfied with the outcome of an informal discussion, or if the issue is more serious, you can make a formal complaint. Please set out your concerns clearly and include:

Your full name and preferred contact method
Your service address
The date and approximate time of the service
A clear description of what happened
Any relevant information, such as photos or a list of missed tasks

We recommend making your complaint as soon as reasonably possible after the incident so that details remain clear and we can investigate effectively.

Acknowledging Your Complaint

Once we receive your formal complaint, we will acknowledge it within a reasonable timeframe. In this acknowledgement, we will confirm that we have received your complaint, provide the name or role of the person responsible for handling it, and outline the next steps in the process.

How We Investigate Complaints

We aim to investigate all complaints thoroughly and impartially. Depending on the nature of your complaint, this may include reviewing your booking records and service notes, speaking with the cleaner or cleaning team involved, checking any quality control records, and considering any photos or additional evidence you have provided.

We may contact you during the investigation if we need further information or to clarify any points. Our priority is to understand what went wrong, why it happened, and what we can do to prevent a recurrence.

Timeframes for Response

We aim to provide a full response to your complaint within a reasonable timeframe, taking into account the complexity of the matter. If the investigation is likely to take longer than expected, we will let you know and explain the reason for the delay. We aim to keep you informed until the matter is resolved.

Our Response and Possible Outcomes

Once our investigation is complete, we will provide you with a clear response. This will usually include a summary of your complaint and the issues raised, an explanation of what we found during our investigation, our conclusion, and any actions we will take as a result.

Depending on the circumstances, outcomes may include an apology, a corrective re-clean where appropriate, internal training or guidance for staff, adjustments to our processes, or another remedy that we consider fair and proportionate. Any remedy offered is at the discretion of Highbury Cleaner and will be based on the specific facts of the case.

If You Remain Dissatisfied

If you are unhappy with the outcome of your complaint, you may ask us to review the decision. A senior member of our team, who was not directly involved in the original investigation where possible, will reassess the information and any new details you provide. We will then issue a final response setting out our position.

Confidentiality and Data Protection

We handle all complaints sensitively and in line with our obligations under data protection law. Information you provide will be used only for the purpose of investigating and resolving your complaint, training and quality assurance, or where we are required to disclose it by law. We will share details internally only with those who need to know in order to investigate and respond.

Using Complaints to Improve Our Service

Feedback from complaints helps us identify patterns, improve our cleaning standards, and refine our customer service. We regularly review complaints data to learn from mistakes, update our procedures, and strengthen staff training. Our aim is not only to resolve individual issues but also to make ongoing improvements that benefit all customers.

Accessibility of This Procedure

This complaints procedure is available to all customers and prospective customers of Highbury Cleaner. If you require this information in an alternative format, or need help setting out your complaint, please let us know and we will do our best to assist.

Review of This Procedure

Highbury Cleaner keeps this complaints procedure under regular review to ensure it remains clear, effective, and appropriate for our cleaning services. Any significant changes to this policy will take effect from the date of publication.

We value your feedback and appreciate the opportunity to resolve any concerns you may have about our cleaning services.