Complaints Procedure

Hackney Cleaners Complaints Procedure

Hackney Cleaners is committed to providing reliable, high-quality cleaning services for homes and businesses. On the rare occasion that something goes wrong, we want to know about it and put it right as quickly and fairly as possible. This complaints procedure explains how you can raise a concern, how we will respond, and the standards you can expect from us at each stage.

Our Commitment to Resolving Complaints

We treat all complaints seriously and view them as an opportunity to improve our cleaning services. Our aims are to resolve issues promptly, communicate clearly, and ensure that any lessons learned are used to prevent similar problems in the future.

We will handle your complaint in a polite, fair, and confidential manner. We will never treat you differently or reduce the level of service you receive because you have raised a concern.

What Counts as a Complaint

A complaint is any expression of dissatisfaction about our cleaning services, our staff, or how we have handled a previous request or issue. This could include, for example:

• Concerns about the standard of cleaning work delivered
• Missed or late appointments
• Conduct or behaviour of a member of our cleaning team
• Problems with how a booking, change, or cancellation was managed
• Issues with invoicing or agreed service details

If you are unsure whether your concern is a complaint, we encourage you to raise it with us. We will guide you through the process and treat your feedback respectfully.

How to Make a Complaint

You can make a complaint in the way that is most convenient for you. You may raise it:

• In person with a member of our cleaning team at the time of service
• In writing through your usual communication channel with us
• By contacting our office during normal working hours

When you contact us, please provide as much detail as you can, including:

• Your full name and, if relevant, the property address where we provided the service
• The date and approximate time of the service or incident
• A clear description of what went wrong and how it affected you
• Any photos or notes that may help us understand the issue
• How you would like us to put things right, where possible

Giving accurate information helps us investigate more efficiently and resolve your complaint more quickly.

Informal Resolution

Where possible, we aim to resolve concerns informally and immediately. If you raise an issue with a cleaner while they are on site, they will do their best to correct the problem straight away or refer it to a supervisor if needed.

If you contact our office with a concern, our first step will usually be to seek an informal resolution. This may include a clarification, an apology, a re-clean of specific areas, or another practical solution agreed with you.

Formal Complaints Process

If your concern cannot be resolved informally, or you prefer a more formal approach, the following stages will apply.

Stage 1: Acknowledgement

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 and outline the next steps in the process.

Stage 2: Investigation

A manager or senior member of the Hackney Cleaners team will investigate your complaint. This may involve:

• Reviewing job records, schedules, and instructions
• Speaking with the cleaning team involved
• Considering any photos, notes, or other evidence you provide
• Checking our policies and any service agreements

We aim to complete our investigation as promptly as possible. If we need more time, we will let you know and explain why.

Stage 3: Response and Outcome

Once the investigation is complete, we will contact you with a clear response. This will usually include:

• A summary of your complaint
• The findings of our investigation
• Any steps we have already taken
• Any actions we propose to resolve the matter

Depending on the circumstances, outcomes may include an apology, a correction of work, a re-clean of affected areas, adjustments to future service, staff training, or other measures we consider fair and appropriate.

If You Remain Dissatisfied

If you are not satisfied with the outcome of your complaint at the first formal stage, you may ask for a further review. A different senior member of staff will then reassess the complaint, the process followed, and the decision made.

The reviewer may contact you to discuss the matter further and may also seek additional information from those involved. After this review, we will provide you with a final response explaining our position and any additional steps we can reasonably take.

Time Limits for Raising a Complaint

We ask that you raise any complaint as soon as practicable after the incident or service, so we can investigate effectively. While we will consider complaints raised later, delays may limit what we can do, particularly where detailed records or staff recollection are required.

Confidentiality and Data Protection

All complaints are handled in line with our obligations under data protection law. Information you provide will only be shared with those who need it to investigate and respond to your complaint. We will store complaint records securely and retain them only for as long as necessary for legal, operational, or quality-assurance purposes.

Using Feedback to Improve Our Services

Your feedback helps us maintain and improve the standards of our cleaning services across our service area. We regularly review complaints data to identify patterns, training needs, or process changes that can reduce the likelihood of similar issues arising in the future.

By following this complaints procedure, Hackney Cleaners aims to handle every concern fairly, transparently, and with a focus on putting matters right wherever we reasonably can.