Cleaners Harringay is committed to providing reliable, professional cleaning services and a positive experience for every customer. 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 expect from us at each stage.
We take all complaints seriously. Our aim is to resolve issues quickly, fairly, and in a way that restores your confidence in our services. We use feedback and complaints to review our processes, improve staff training, and maintain high standards across all cleaning work.
We will always aim to:
Listen carefully to your concerns, treat you with respect and courtesy, investigate complaints impartially, keep you informed of progress and timescales, and provide a clear explanation of the outcome and any actions taken.
A complaint is any expression of dissatisfaction about the standard of service, conduct of cleaners, communication, scheduling, or any aspect of your experience with Cleaners Harringay where you would like a response or resolution.
This may include, for example, concerns about the quality of cleaning, missed or late appointments, behaviour or attitude of staff, misunderstandings about the agreed work, or issues with how your booking, payments, or changes were handled.
You can raise a complaint in the way that is most convenient for you. When you contact us, please provide as much detail as possible so that we can investigate thoroughly. It is helpful if you include your full name, property address, date and time of the service, a clear description of what went wrong, any relevant photos or notes, and how you would like us to resolve the matter.
We encourage you to raise any concerns as soon as possible after the service, as this allows us to address issues promptly while details are still clear and, where relevant, to revisit the property to inspect the work.
In the first instance, we will aim to resolve your complaint informally and quickly. Once we receive your complaint, we will acknowledge it within a reasonable timeframe. We will review your account, speak to the cleaner or team involved where appropriate, and may ask you for further information or clarification if needed.
Our goal at this stage is to offer a practical and fair solution, which might include a re-clean of specific areas, corrective work, an explanation or apology, or other appropriate remedial action. Wherever possible, we will try to resolve the matter at this initial stage without unnecessary delay.
If you are not satisfied with the outcome at Stage One, or if the matter is more serious or complex, you can ask for your complaint to be treated as a formal complaint. At this point, a manager or senior member of staff who was not directly involved in the original service will review the details.
During the formal investigation, we may contact you to discuss the complaint in more depth and to understand your expectations. We will review notes, booking details, communications, and staff feedback. Once the investigation is complete, we will provide you with a written response setting out our findings, any actions we have taken or will take, and our final position on the matter.
We aim to deal with complaints in a timely manner. While exact timescales may vary depending on the nature and complexity of the issue, we will always try to acknowledge your complaint promptly and keep you informed of progress if more time is required to investigate fully.
If there is any delay in reaching an outcome, we will let you know, explain the reason, and give you an updated expected timeframe. Our priority is to provide a thorough and fair response rather than a rushed conclusion.
Depending on the circumstances, possible outcomes of a complaint may include an explanation and, where appropriate, an apology, a re-clean or corrective visit to address missed or unsatisfactory work, adjustments to future services or schedules, and, in some cases, other reasonable remedies in line with our terms and conditions and applicable consumer rights.
Every complaint is considered on its individual facts, and we will always aim for a proportionate and fair resolution that reflects the nature of the issue and the impact on you.
To help us handle your complaint efficiently, we ask that you provide accurate information, remain respectful in all communications, allow access to the property where a re-clean or inspection is agreed, and give us a reasonable opportunity to investigate and resolve the issue.
Abusive, threatening, or discriminatory language or behaviour towards our staff will not be tolerated and may result in services being withdrawn.
Feedback from customers is an essential part of maintaining high standards in our cleaning services. We regularly review complaints to identify any patterns, training needs, or changes required to our procedures and quality controls.
By following this complaints procedure, Cleaners Harringay aims not only to resolve individual concerns but also to improve the overall reliability, consistency, and professionalism of our cleaning services in the areas we serve.
This complaints procedure is reviewed periodically to ensure it remains clear, fair, and aligned with best practice and current regulations. Any updates will apply to all new and ongoing complaints from the date of publication.
If you have any questions about this complaints procedure, or if anything is unclear, you can contact us for further explanation before or after making a complaint.
Cleaners Harringay is the right choice for all your cleaning needs in N4, so don't hesitate to book us today!
Price List
| Carpet Cleaning | from £ 55 |
| Upholstery Cleaning | from £ 55 |
| End of Tenancy Cleaning | from £ 95 |
| Domestic Cleaning | from £ 13.50 |
| Regular Cleaning | from £ 13.50 |
| Office Cleaning | from £ 13.50 |
*Price excluding VAT
*Minimum charge apply
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