Complaints Procedure for Cheap End Of Tenancy Cleaning

Cheap End Of Tenancy Cleaning is committed to providing reliable, professional and affordable end of tenancy cleaning services. We aim to deliver high standards on every job, but we recognise that sometimes things may not go as expected. This Complaints Procedure explains how you can raise a concern, how we will handle your complaint, and what you can expect from us at each stage.

Our Commitment to Handling Complaints

We treat all complaints seriously and use them as an opportunity to review and improve our services across the areas we operate in. When you make a complaint, we will listen carefully, treat you with respect, and seek to resolve the matter fairly and promptly. We will keep your information confidential and only share details internally where necessary to investigate your concerns.

What This Procedure Covers

This Complaints Procedure applies to our end of tenancy cleaning services provided to tenants, landlords, letting agents and property managers. It covers issues such as quality of cleaning, missed areas, conduct of our cleaners, timeliness of service, and how we communicate with you before, during and after a booking.

This procedure does not cover general enquiries, requests for quotations, or rescheduling of appointments unless these matters form part of a wider complaint about our service.

How to Make a Complaint

If you are dissatisfied with any aspect of our end of tenancy cleaning, please let us know as soon as possible so we can put things right. You can raise a complaint by contacting our customer support team using the usual contact methods provided when you made your booking. When making a complaint, please provide the following information where possible:

The name the booking was made under and the property address
The date and approximate time of the service
Details of what went wrong and which areas of the property are affected
Any relevant information from your inventory report or check-out report
Photographs, if available, that clearly show the problem areas

The more information you can provide, the easier it will be for us to investigate and respond quickly.

Informal Resolution

Many issues can be resolved quickly and informally. If you contact us within a reasonable time after your cleaning appointment, we will:

Listen to your concerns and clarify any points if needed
Check the details of your booking and the services requested
Review any evidence you provide, such as photographs or feedback from your landlord or letting agent
Explain our findings and discuss possible solutions with you

Where appropriate and in line with our service terms, we may offer a re-clean of specific areas, usually focusing on items that form part of standard end of tenancy cleaning requirements. Any proposed resolution will be clearly explained to you, including what it covers and when it can take place.

Formal Complaint Process

If your complaint cannot be resolved informally, or you are not satisfied with the proposed solution, you may request that your complaint is handled as a formal complaint. When we receive a formal complaint, we will:

Acknowledge your complaint within a reasonable time
Review all the information you have provided
Consult with the cleaning team involved, if relevant
Compare the service delivered with our internal standards and the service you booked
Assess whether our response so far has been fair and reasonable

We will aim to provide a clear written outcome that explains what we have found, any steps we have already taken, and any further action we propose. This may include a re-clean, a partial refund, or other measures, depending on the circumstances and in line with our terms of service.

Time Limits for Raising a Complaint

End of tenancy cleaning is closely linked to inventory checks and move-out deadlines. To give us a fair opportunity to investigate and put things right, we ask that you raise any complaint within a reasonable time after the service has been completed. Complaints raised long after the service may be more difficult to verify, especially where the property has since been re-occupied or further work has been carried out by others.

Investigations and Evidence

We will always aim to be fair and objective when investigating complaints. This may include:

Reviewing booking notes and service checklists
Reviewing before and after photographs, where available
Considering photographs and reports from tenants, landlords, or letting agents
Assessing the condition of the property at the time of service, as far as can be reasonably established

If we need further information to complete our investigation, we will contact you and explain what we require and why.

Outcomes and Remedies

Once our investigation is complete, we will explain the outcome to you in clear terms. Depending on our findings and the specific circumstances, possible remedies may include:

Arranging a re-clean of certain areas of the property
Offering a partial or full refund, where appropriate and in line with our policies
Providing an explanation or apology where service has fallen below our usual standards
Taking internal action to improve training, supervision or processes

Any remedy offered will be designed to be proportionate and fair, based on the evidence available.

Continuous Improvement

We value all complaints as they help us maintain and improve the quality of our end of tenancy cleaning services across the regions we serve. Issues raised through this Complaints Procedure are reviewed periodically to identify patterns, training needs and opportunities to enhance our standards and customer care.

Protecting Your Information

All complaints are handled in line with our privacy and data protection practices. Information you provide in connection with a complaint will only be used for the purposes of investigating and resolving that complaint, and for improving our services. It will be stored securely and only shared with team members who need to see it to perform their role.

Review of This Complaints Procedure

Cheap End Of Tenancy Cleaning reserves the right to update this Complaints Procedure from time to time to reflect changes in our services, legal requirements or best practice. Any updated version will apply to complaints raised after the date of publication.

We encourage all customers, landlords and agents to contact us promptly if there is any concern with a completed clean so that we can work with you to resolve the matter swiftly and fairly.