We take every complaint seriously. If something has gone wrong, tell us. We will investigate properly and respond in writing.
Our commitment
Our aim is to handle every complaint fairly, thoroughly and within the timescales set out below. We acknowledge every complaint within four working hours during UK business hours (9am to 6pm, Monday to Friday). Where a complaint comes in outside those hours, the clock starts from the beginning of the next working day.
We treat complaints as useful information, not as problems to be managed away. Every complaint we receive is logged and reviewed quarterly by our team to identify patterns and improve the service.
How to make a complaint
Email us at: [email protected]
To help us investigate your complaint quickly, please include the following in your email:
- Your full name and the name of your business
- A clear description of what happened and when
- What outcome you are seeking
- Any relevant supporting information, such as emails, contract documents or screenshots
You do not need to have suffered a financial loss to make a complaint. Concerns about how we communicated, how we processed your data, or how we handled an introduction are all valid subjects for a complaint.
What happens next
We operate the following response timescales:
Acknowledgement: We will confirm receipt of your complaint within four working hours of it arriving during UK business hours (9am to 6pm, Monday to Friday).
Initial response: Within two working days of acknowledgement, you will receive an initial response setting out our understanding of the complaint and confirming who within our team is handling it.
Full investigation: We will complete our investigation within ten working days of the date of acknowledgement.
Written outcome: We will send you a written outcome letter within fifteen working days of the date of acknowledgement. This letter will explain our findings, any action we are taking, and any remedy or redress we are offering.
Where a complaint is particularly complex, we may need more time. If that is the case, we will contact you within ten working days to explain why and give you a revised timescale. We will not extend beyond fifteen working days without your knowledge.
High-value contract complaints
Where a complaint relates to a cleaning contract with a value of more than £10,000 per month, it is escalated to a director of Clean Contracts UK Limited immediately upon receipt. This escalation happens automatically, regardless of the nature of the complaint or the outcome of any initial assessment.
Complaints about operators
We are an introducer. If your complaint concerns the performance of a cleaning operator to whom we introduced you, the primary contractual relationship is between you and that operator. Your legal remedies lie against the operator, not against us.
That said, we take operator-related complaints seriously. If you tell us that an operator introduced by us has behaved unprofessionally, delivered a substandard service, or misrepresented their capabilities, we will:
- Investigate the matter and contact the operator for their account of events
- Mediate between the parties where both parties consent to mediation
- Review whether the operator should remain on our panel
- Record the complaint in our operator performance log
We cannot compel an operator to provide a refund or to perform services differently. We can, and do, remove operators from our panel where the evidence supports that decision.
Complaints about data protection
If your complaint concerns how we have handled your personal data, you may raise it through this complaints channel in the usual way. We will investigate and respond within the same timescales.
You also have the right to complain directly to the Information Commissioner's Office (ICO) at any time. The ICO is the UK's independent data protection regulator.
ICO website: https://ico.org.uk
ICO helpline: 0303 123 1113
We would always prefer to resolve a data-related concern directly before you escalate to the ICO. Our experience is that most concerns can be resolved through direct dialogue. Please contact us first at [email protected].
Record-keeping
We maintain a log of all complaints received, including the date of receipt, the nature of the complaint, the outcome and any action taken. This log is reviewed quarterly by our team to identify patterns, systemic issues and opportunities to improve our service and processes.
We retain complaint records for six years from the date of resolution in accordance with our data retention policy.
Related policies
Last updated: 22 April 2026