Complaints Procedure

We are committed to providing a high standard of service and take all complaints seriously. Our aim is to resolve any issues quickly, fairly, and professionally.

1. Raising a Complaint

If you are unhappy with any aspect of our service, please contact us as soon as possible and no later than 48 hours after the service has been completed. Complaints can be submitted via email, phone, or through our website contact form. Please include your name, booking details, and a clear description of the issue.

2. Acknowledgement

We will acknowledge receipt of your complaint within 2 business days and begin investigating the matter.

3. Investigation

We will review the details of the complaint, including service records and, where appropriate, photographs or additional information. We may contact you for further clarification to help us resolve the issue efficiently.

4. Resolution

Once the investigation is complete, we will contact you with our findings and proposed resolution. This may include a re-clean, partial refund, or other appropriate action depending on the circumstances. Our goal is to resolve all complaints within 7 business days.

5. Escalation

If you are not satisfied with the proposed resolution, you may request that the complaint be reviewed by management. We will conduct a further review and provide a final response.

6. Continuous Improvement

All complaints are recorded and used to improve our services, training, and customer experience.