Call us 020 3397 4918
Complaints Procedure
Our services
Call us 020 3397 4918
Our services
Tidy Up is committed to providing reliable and consistent cleaning services. We recognise that, on occasion, things may not go as planned. When this happens, we want to hear from you so we can put matters right and improve our services. This complaints procedure explains how to raise a concern, how we handle complaints, and what you can expect from us at each stage.
The purpose of this procedure is to provide a clear, fair and transparent process for dealing with concerns about any aspect of our cleaning services. It applies to all customers using Tidy Up, including one-off, regular, domestic and commercial cleaning. We use feedback and complaints to review our standards, staff training and operational processes.
This procedure does not affect any legal rights you may have. It is designed to help resolve issues quickly and constructively wherever possible.
A complaint is any expression of dissatisfaction about the services you have received from Tidy Up, whether it relates to cleaning quality, conduct of cleaning staff, access and timing, communication, billing and charges, or health and safety concerns. We treat all complaints seriously, whether they are raised formally or informally.
You can raise a complaint in writing or by speaking to a member of the Tidy Up team. Please provide as much detail as possible so we can understand and investigate your concern. Useful information includes your full name, the address where the cleaning took place, the date and approximate time of the service, a clear description of what went wrong or did not meet your expectations, any immediate impact of the issue, and any steps you would like us to consider to resolve the matter.
You are encouraged to raise complaints as soon as possible after the issue arises. The sooner we receive the information, the easier it is for us to investigate thoroughly and put things right.
Once we receive your complaint, we will log it in our internal system and assign it to an appropriate member of the management team. We aim to acknowledge your complaint within a reasonable timeframe, confirming that it has been received and outlining the next steps in the process.
At this stage, we may contact you for more information or clarification. Providing prompt responses and any requested details will help us move towards a resolution more quickly.
The assigned manager will carry out an impartial investigation into your complaint. This may involve reviewing booking records and job notes, speaking with the cleaners who attended the property, considering any photographs or evidence provided by you or our team, and reviewing relevant policies, risk assessments or training materials.
We aim to complete the investigation within a reasonable period, depending on the complexity of the issue. If there is likely to be a delay, we will do our best to keep you informed of progress.
After the investigation is complete, we will share our findings with you and explain any conclusions we have reached. Where your complaint is upheld, we will discuss appropriate steps to address the issue. Depending on the circumstances, this may include offering a re-clean of affected areas, agreeing adjustments to future services, reviewing or amending invoices where appropriate, providing additional staff training or supervision, or making changes to our processes, scheduling or communication methods.
Where we do not uphold your complaint in full, we will clearly explain the reasons for our decision and what information we have relied upon. Our aim is to be transparent and fair, even where our view may differ from your own.
If you are not satisfied with the outcome at Stage Three, you may request that your complaint is reviewed by a more senior member of the Tidy Up management team. When asking for an escalation, please set out why you remain dissatisfied and what outcome you are seeking.
The senior reviewer will consider whether the original investigation was thorough and fair, whether our decision was reasonable in light of the evidence, and whether any further steps are necessary. After this review, we will provide a final response explaining the outcome of the escalation.
We treat all customers and staff with courtesy and respect throughout the complaints process. We will not tolerate abusive, threatening or discriminatory behaviour towards our team. In rare cases where behaviour is considered unreasonable, we may need to limit the way we communicate, while still aiming to resolve the underlying issue as fairly as possible.
We handle all complaints in line with applicable data protection requirements. Information related to your complaint is shared only with those who need it to investigate and respond, and is stored securely.
Complaints are an important source of information that help us identify patterns, recurring issues and areas where our cleaning services can be improved. We regularly review complaint records to inform staff training, quality checks and service design. This may include additional training for cleaners, updates to cleaning checklists and equipment, improvements to booking and communication systems, and clearer guidance for customers about what to expect from our services.
By raising a complaint, you are helping us maintain and improve our standards across all the homes and premises we clean.
A complaint will be considered closed when we have provided our final response and, where appropriate, agreed and implemented any resolution measures. We will keep a record of the complaint, the investigation and the outcome in line with our retention policies.
Tidy Up remains committed to dealing with all complaints promptly, fairly and professionally, and to continually improving the quality and reliability of our cleaning services.
