Complaints Procedure

Highbury Cleaners Complaints Procedure

Highbury Cleaners is committed to providing reliable, professional cleaning services and clear communication at every stage. We recognise that on occasion things may not go as expected. This Complaints Procedure explains how you can raise a concern, how we will respond, and what you can do if you are not satisfied with the outcome.

Purpose of this Complaints Procedure

The purpose of this procedure is to make sure all complaints are handled fairly, promptly and consistently. It applies to all residential and commercial customers using our cleaning services. We use feedback from complaints to improve how we operate, support our cleaning teams and strengthen service quality.

This procedure covers complaints about the standard of cleaning, conduct of our cleaners, reliability and punctuality, communication before or after a visit, and issues with bookings, billing or access arrangements. It does not cover matters that are already the subject of legal proceedings or insurance claims, although we may need information from you for those processes.

What We Consider a Complaint

A complaint is any expression of dissatisfaction about our services, whether justified or not, that requires a response. This may include situations where:

You believe the cleaning did not meet the agreed specification or expected standard.

You consider that a member of our team behaved in an unprofessional or discourteous manner.

You feel we have not followed through on what was agreed at the time of booking.

You have concerns about how a previous issue was handled or resolved.

We encourage you to tell us as soon as you become aware of a problem so we can put it right quickly wherever possible.

How to Make a Complaint

You can raise a complaint in any of the following ways:

Speak to us directly, explaining what has happened and how you would like us to resolve it.

Write to us, providing as much detail as possible so we can investigate thoroughly.

When you contact us, please include your full name, service address, the date and approximate time of the clean, and a clear description of your concern. If relevant, please describe any areas that were missed or not completed to the agreed standard, and tell us if you have spoken to any member of our team about the issue already.

Information We May Ask For

To help us investigate your complaint properly we may ask you to provide further information, such as:

Specific rooms or items you are unhappy with.

Photos that show the problem, where appropriate.

Details of any past cleans where the same issue has occurred.

Any previous communication or instructions given about your cleaning preferences or property access.

Providing this information is voluntary, but it can help us understand what happened and respond more quickly.

Our Complaints Handling Stages

We aim to deal with every complaint as efficiently and fairly as possible. Our process normally follows these stages.

Stage 1: Acknowledgement

We will record your complaint and acknowledge it within a reasonable time. In this acknowledgement we will confirm that we have received your complaint and explain the next steps. If we need more information in order to investigate, we will ask you at this point.

Stage 2: Investigation

A member of our management team will review your complaint, speak with any cleaners or coordinators involved, and examine our service records, schedules and checklists. If necessary, we may:

Arrange a call with you to clarify details.

Request additional photographs or information.

Arrange a visit to inspect the areas of concern, where appropriate and by agreement.

We aim to complete our investigation and provide a response within a reasonable timescale. If the matter is complex, we will keep you informed of our progress.

Stage 3: Our Response and Proposed Resolution

Once the investigation is complete, we will contact you with our findings and any proposed resolution. Depending on the circumstances, this may include:

Providing a re-clean of specific areas.

Adjusting future cleaning instructions or schedules.

Offering a goodwill gesture or other remedy where appropriate.

Explaining where we consider the service has met the agreed specification.

We will always explain our reasoning and how we have reached our decision. Where we identify that our service has fallen below our standards, we will take steps to prevent a recurrence, including additional training or changes to our internal procedures.

If You Are Not Satisfied with the Outcome

If you are unhappy with the response at Stage 3, you can ask for a further review. A different member of management, not involved in the original decision where possible, will reassess the complaint and the outcome already offered.

During this review we may:

Re-examine any evidence or information already provided.

Ask you for any further details that may assist.

Provide a final written response setting out our position and any revised resolution.

This review is our final internal stage. We aim to complete it in a reasonable time and will let you know if there are any delays.

Timescales and Communication

We recognise that complaints are best handled promptly. While exact timescales may vary depending on the complexity of the matter, we are committed to:

Acknowledging your complaint as soon as practicable.

Keeping you informed if investigations take longer than expected.

Using clear and straightforward language in all communications.

Where possible, we will communicate using the same method you used to contact us, unless you ask us to use a different method.

Our Commitment to Fairness and Improvement

Highbury Cleaners treats all complaints confidentially and with respect. Complaints are used to identify where things have gone wrong and where our cleaning services, staff training or internal systems can be improved. We do not penalise customers for raising concerns and we encourage open, honest feedback.

Our aim is to resolve issues quickly, restore your confidence in our services, and continually improve the quality and reliability of our cleaning work.

Accessibility and Representation

If you have accessibility needs or prefer someone to act on your behalf, you may nominate a representative to make or pursue a complaint for you. Where appropriate, we will take reasonable steps to communicate in a way that meets your needs.

This Complaints Procedure does not affect your statutory rights. You remain free to seek independent advice at any stage if you wish.