Complaints Procedure for Move Out Cleaning Services

This complaints procedure explains how we handle concerns and issues related to our move out cleaning services. Our aim is to make the process clear, fair, and straightforward so that any problems are dealt with promptly and professionally. We welcome feedback as it helps us maintain and improve the quality of our cleaning across the areas we serve.

Scope of This Complaints Procedure

This procedure applies to any customer who has booked a move out cleaning service with us, either directly or through an agent or landlord. It covers complaints about the quality of cleaning, conduct of cleaning staff, adherence to agreed checklists, timing and reliability of appointments, and any follow-up service that forms part of the move out clean.

This procedure does not cover general enquiries, requests for quotes, or new bookings, which are handled by our customer service team under separate processes.

Our Commitments

When you raise a complaint about your move out cleaning, we commit to treating you with respect, listening carefully to your concerns, and keeping you informed throughout the process. We will investigate your complaint fairly and aim to resolve issues as quickly as possible. Where we have made a mistake, we will work with you to put things right and learn from the experience to improve our services across our service area.

How to Raise a Complaint

You should raise your complaint as soon as possible after the move out clean has taken place. This allows us to investigate effectively and, where appropriate, arrange a timely re-visit before new occupants move in or final inspections take place.

When submitting a complaint, please provide the following information:

Date of the move out clean and the property address
Full name of the person who made the booking
Clear description of the issue, including which areas or items were not cleaned to the expected standard
Any photos or written notes that support your complaint
Details of any discussions you have already had with our cleaners or office team

Providing detailed information at the outset helps us assess your concerns accurately and respond more quickly.

Timeframes for Submitting Complaints

We ask that complaints relating to the quality of move out cleaning are raised within 48 hours of the service being completed. Many landlords and letting agents carry out final inspections soon after cleaning; raising concerns within this timeframe allows us to act while the property remains vacant or before check-out reports are finalised.

Complaints about staff conduct or behaviour should also be raised as soon as possible so that we can investigate while events are still clear in everyone’s mind.

Our Investigation Process

Once we receive your complaint, we will log it and begin an initial review. We may contact you to clarify details, request additional information, or ask for photographs if these have not already been provided. We may also speak with the cleaning team involved and, where appropriate, any third party such as a landlord or managing agent.

Depending on the nature of your complaint, we may arrange to revisit the property to inspect the areas of concern. For move out cleaning, this is often the most effective way to understand what has gone wrong and to agree on appropriate remedial action.

Response Times

We aim to acknowledge all complaints within a reasonable time after receiving them. Our goal is to provide a full response as quickly as we can, usually within a few working days, depending on the complexity of the issue and access to the property.

If we are unable to complete our investigation within our usual timeframe, we will let you know and provide an estimated date for our final response.

Possible Outcomes and Resolutions

After we have completed our investigation, we will explain our findings and discuss the outcome with you. Depending on the circumstances, possible resolutions may include:

A complimentary re-clean of specific areas that did not meet the agreed standard
A partial or full refund where appropriate
Practical advice or clarification where the complaint stems from a misunderstanding of the service description or limitations of move out cleaning
Internal action, such as additional staff training or changes to our processes, to prevent similar issues arising in future

Where a re-clean or further visit is agreed, we will do our best to schedule this at a convenient time, bearing in mind key handover dates and any deadlines associated with tenancies, sales, or inspections.

Situations Where We May Not Uphold a Complaint

There may be situations where we are unable to uphold a complaint. Examples include:

Areas that were not accessible at the time of cleaning due to furniture, locked rooms, or other obstructions
New dirt, damage, or issues caused after our team completed the clean, such as further works at the property
Expectations that fall outside the agreed scope of the move out cleaning service or beyond what is reasonably achievable
Complaints raised significantly after the service, making it difficult to verify conditions at the time of cleaning

In such cases, we will explain our reasoning clearly and, where possible, offer practical guidance for next steps.

Escalating Your Complaint

If you are not satisfied with the outcome of your complaint, you may ask for it to be reviewed by a senior member of our team. When requesting escalation, please explain why you disagree with the original decision and identify any information you feel has not been properly considered.

The senior review will focus on whether the complaint was handled fairly, whether our service terms were followed, and whether the outcome was reasonable in light of the evidence available.

Using Feedback to Improve Our Service

We monitor and analyse complaints related to move out cleaning to identify patterns, training needs, and areas where our processes can be improved. This helps us raise standards, ensure consistency across different properties, and provide a reliable service to tenants, homeowners, landlords, and agents throughout our service area.

By following this complaints procedure, we aim to resolve issues constructively and maintain the trust of our customers at a key stage of their move.