Cleaners Harrow is committed to delivering reliable and professional cleaning services. 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. Our aim is to resolve issues quickly, fairly, and transparently, and to use your feedback to improve our services across the Harrow area.
We take every complaint seriously, regardless of its size or nature. When you contact us to raise a concern, we will listen carefully, treat you with respect, and handle your information in confidence. We will always aim to resolve the matter at the earliest opportunity and to keep you informed throughout the process.
This procedure applies to all customers using our domestic or commercial cleaning services, including regular maintenance cleaning, end of tenancy cleaning, deep cleans, and other specialist services carried out in and around Harrow.
A complaint is any expression of dissatisfaction about our cleaning services, our staff, or the way we have handled a previous enquiry. Examples include, but are not limited to:
Cleaning not carried out to the agreed standard or specification.
Missed appointments or repeated lateness.
Concerns about the conduct or attitude of a cleaner.
Damage to property or possessions during a visit.
Issues with how your booking, payment, or communication was handled.
If you are unsure whether your concern is a complaint, you can still contact us. We will clarify how it will be handled and guide you through the next steps.
You can raise a complaint using your preferred communication method. When you contact us, please provide the following information so we can investigate efficiently:
Your full name and the service address.
The date and approximate time of the cleaning visit concerned.
A clear description of what went wrong and how it has affected you.
Any supporting details that may help, such as photographs or an inventory of issues.
What outcome you would consider a reasonable resolution, if you have a preference.
We encourage you to raise any issues as soon as possible after the visit, ideally within 48 hours, so that we can investigate while the details are still clear and address any problems promptly.
Once we receive your complaint, we will acknowledge it and begin an initial review. At this stage we will usually:
Check the details of the booking and the cleaning specification agreed.
Speak to the cleaner or cleaning team who attended your property.
Review any notes, reports, or photographs related to the visit.
In many cases, we can resolve the issue at this stage through a clear explanation, a corrective clean, an adjustment to future services, or other practical steps. We will explain our proposed solution and the reasons behind it.
If your complaint cannot be resolved informally, or if you are not satisfied with the initial response, you may request a formal investigation. A manager or senior team member who was not directly involved in the original service will review the matter impartially.
During the formal investigation, we may:
Request further information or clarification from you.
Conduct a more detailed review of staff reports and schedules.
Arrange, where appropriate, to visit the property to inspect any issues raised.
Consider whether our policies, training, or procedures contributed to the problem.
We aim to complete the formal investigation within a reasonable timeframe, depending on the complexity of the case. Once completed, we will provide a clear outcome explaining our findings and any actions we will take.
Our response to a complaint will depend on the specific circumstances. Outcomes may include:
Providing a re-clean of the affected areas at no additional cost, where appropriate.
Offering a partial or full refund, in line with our terms and conditions.
Adjusting future cleaning schedules, tasks, or personnel to better meet your needs.
Offering an apology and explanation where service fell below our expected standards.
Updating staff training or internal procedures to prevent a similar issue arising.
Any goodwill gestures we offer will be made fairly and consistently, with the aim of restoring your confidence in our cleaning services.
If, after the formal investigation, you remain dissatisfied with the outcome, you may request that your complaint is escalated to senior management for a final review. You should explain which aspects of the decision you disagree with and why you believe further consideration is needed.
Senior management will review the handling of your complaint to ensure our procedures have been followed correctly and that the decision is reasonable and proportionate. We will then confirm our final position to you.
All complaints are handled in confidence. Details are shared only with staff who need to know in order to investigate and resolve the matter. We store complaint records securely and retain them only for as long as necessary for quality monitoring, training, and legal or regulatory purposes. We comply with applicable data protection requirements when processing your personal information.
Every complaint helps us to identify where our cleaning services in Harrow and surrounding areas can be improved. We review complaint records regularly to look for patterns and to develop better training, clearer communication, and more robust procedures. By raising your concerns, you assist us in maintaining and improving standards for all customers.
Cleaners Harrow values your feedback and is committed to handling complaints fairly, promptly, and professionally. If you have any concerns about our cleaning services, we encourage you to contact us so that we can work with you towards a positive resolution.
Get the best value for your money cleaning services available in HA1 area by calling our cleaners Harrow 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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