This complaints procedure explains how we handle concerns and complaints about our cleaning services in the N4 area. Our aim is to resolve issues quickly, fairly, and transparently, while using every complaint as an opportunity to improve our service.
We are committed to delivering reliable, high-quality cleaning. If something goes wrong, we want to hear about it so we can put things right. We take all complaints seriously and deal with them in a polite, respectful, and professional manner. We will always aim to:
Respond promptly and clearly to any concern raised.
Investigate complaints fairly and objectively.
Protect your privacy and handle your information securely.
Provide an appropriate remedy where a complaint is upheld.
Use feedback to improve our services and staff training.
A complaint is any expression of dissatisfaction about our cleaning services, our cleaners, our communication, or any part of your experience with us, where you would like a response or resolution. You do not need to label your concern as a complaint for us to treat it seriously.
You can raise a complaint in any of the following ways:
Speak to a member of our team during your booking process or after a clean.
Raise the issue with the cleaner at the time of service, where this feels comfortable and safe.
Submit your complaint in writing, providing as much detail as possible about the issue and the date and time of the clean.
When making a complaint, it is helpful if you can provide:
Your full name and the address where the service took place.
The date and approximate time of the clean.
A clear description of what went wrong and how it affected you.
Any photos or other evidence that may help us understand the issue.
What you would consider a reasonable outcome, if you have a preference.
We operate a clear, step-by-step approach to handling complaints to ensure consistency and fairness.
In many cases, issues can be resolved quickly and informally. As soon as you raise a concern, we will:
Acknowledge your complaint and listen carefully to your description of the problem.
Clarify any details and check what outcome you are seeking.
Offer an immediate solution where possible, such as a re-clean of the affected areas where appropriate.
We aim to resolve most complaints at this stage without the need for a formal investigation.
If your complaint cannot be resolved informally, or if you request a formal review, we will begin a formal investigation. During this stage we will:
Record your complaint in our internal system for tracking and monitoring.
Assign a member of management to review the matter objectively.
Gather information, which may include speaking to the cleaner or cleaners involved and, where relevant, reviewing photos or notes from the visit.
We will aim to provide a detailed response within a reasonable timeframe. If the investigation is likely to take longer, we will inform you and explain the reason for the delay.
Once our investigation is complete, we will provide you with a clear explanation of our findings and the reasons for our decision. Where your complaint is upheld in full or in part, possible remedies may include:
A follow-up clean to address missed or unsatisfactory areas.
Corrective action such as additional staff training or supervision.
A gesture of goodwill where appropriate.
If we do not uphold your complaint, we will explain the reasons clearly. You will have the opportunity to respond with any further information you believe is relevant.
We aim to acknowledge complaints as soon as reasonably possible after receipt. Most issues are resolved quickly, but more complex matters may require additional time to investigate thoroughly. If there is any delay, we will keep you informed about progress.
All complaints are handled in confidence. Information is shared only with those who need it to investigate and resolve the matter. We store and process complaint information in line with applicable data protection requirements and keep records only for as long as is necessary for our business and legal obligations.
We have a duty of care both to our clients and to our cleaners. Our investigations are designed to be fair and balanced, allowing all parties to share their account of events. We do not tolerate abusive or threatening behaviour towards staff and may end services where such behaviour occurs. Equally, we will take appropriate action if a complaint reveals poor conduct or performance by a cleaner.
Every complaint is reviewed not only for immediate resolution but also for any patterns or recurring issues. Where needed, we may update our procedures, improve staff training, or adjust scheduling and quality checks to prevent similar problems for other clients in the N4 area.
We welcome all feedback, whether positive or negative, even when you do not wish to make a formal complaint. Suggestions and comments help us shape our services and ensure that our cleaning remains reliable, consistent, and tailored to the needs of local homes and businesses.
This complaints procedure is reviewed regularly to ensure it remains clear, effective, and in line with our service standards. Any updates will apply to all new and ongoing complaints from the date of publication.
Trust our cleaners N4 for your cleaning needs in Haringey. We offer amazing value and budget-friendly prices for our customers.
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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