Complaints Procedure for Rent a Cleaner Services

Purpose and scope. This complaints procedure explains how customers of the Rent a Cleaner family of services — including garden tidy-ups, grounds maintenance and ancillary cleaning tasks for exterior spaces — can raise concerns about the quality or delivery of work. Our aim is to resolve matters fairly and promptly. This document applies to service bookings, on-site work, scheduled maintenance visits and any post-service follow-up carried out by the rent-a-cleaner teams or subcontracted garden cleaning operatives. It is intended to be clear, accessible and practical while respecting privacy and operational constraints.

Who may raise a complaint. A complaint may be made by the account holder, a property manager acting with authority, or an authorised representative of the customer who procured the service. The procedure covers issues such as incomplete tasks, failure to meet agreed specifications, damage attributable to service activity, missed appointments and unsatisfactory conduct by operatives. While we welcome reports about all aspects of service delivery, this policy does not replace contractual dispute resolution terms where such terms are explicitly outlined in a service agreement.

How to submit a complaint. To ensure an efficient investigation, please include clear details: what happened, the date(s) and location of the work, the booking reference or job number where available, and any relevant photographic evidence. It is helpful to indicate desired outcomes (for example: rework, refund, or review). Our complaints intake routes are described in the documentation provided at the point of sale and on customer portals; choose the route associated with your booking to ensure timely handling. Incomplete reports may delay the process, so please be as precise as possible.

Acknowledgement and initial assessment

Upon receipt of a complaint, we will acknowledge it within a published response timeframe. The acknowledgement confirms who is handling the matter and outlines the next steps. An initial assessment will determine whether the complaint requires immediate remedial action (for example, to prevent further damage or to address safety concerns) or whether it should be investigated through the standard review process. Urgent issues are escalated and treated with priority.

Investigation process.

Investigations are conducted by designated staff who were not directly involved in the original service delivery where practicable, to provide an independent perspective. The process typically involves reviewing the service record, consulting the operative(s) involved, examining any photographs or site notes, and, when necessary, arranging an on-site inspection. We aim to complete standard investigations within a reasonable period; however, complex cases or those requiring third-party input may take longer. Strong emphasis is placed on fairness, transparency and documented evidence.

Information we will consider includes the service specification, pre-service photos or notes, operative reports, and any contractual terms relevant to scope and exclusions. If a remedial visit is agreed, scheduling will be subject to availability and seasonality considerations that affect garden and outdoor work. The rent a cleaner team will outline expected timelines for any corrective action.

Outcomes and remedies

Following the investigation, the complaint may be: upheld, partially upheld, or not upheld. Possible remedies include arranging a repeat visit to complete or correct work, offering an adjustment or partial refund when appropriate, or proposing alternative remedies tailored to the circumstances. All outcomes are recorded, and customers are provided with a written summary of findings and decisions. We strive to propose fair, proportional remedies that reflect the nature of the issue.

Escalation and independent review. If you remain dissatisfied after the response to your complaint, an internal escalation route is available. Escalated matters are reviewed by senior management or an independent reviewer within the organisation. The purpose of escalation is to confirm that the original investigation was thorough and that the remedy offered is reasonable given the evidence. Appeals must be lodged within a specified period from the date of the outcome letter, and the grounds for appeal should be clearly stated.

Record-keeping, confidentiality and data protection. All complaints and supporting materials are recorded for quality assurance, training and continuous improvement purposes. Records are treated in accordance with data protection requirements: access is restricted to those directly involved in handling or reviewing the complaint. We maintain confidentiality where possible, especially when complaints involve personal or sensitive information. Summary trends (anonymised) are used to improve operational procedures and training for cleaning and gardening operatives.

Timeframes and limits. Complaints should be raised as soon as reasonably practical after the event. While specific time limits may be set out in a service agreement, we will consider late reports on a case-by-case basis where there are justifiable reasons for delay. In some cases, physical evidence may change over time (for example, seasonal growth or weather damage), so prompt reporting assists a fair assessment.

Continuous improvement. The RentACleaner and related rent-a-cleaner services use complaint data to identify recurring issues, refine specifications for garden cleaning and grounds services, and enhance staff training. Where patterns emerge, operational controls are reviewed and updated. Our commitment is to learn from each complaint and to reduce the likelihood of recurrence, thereby improving service reliability across our service area.

Final note. This complaints procedure sets out a clear, impartial and structured way to raise concerns about the quality or delivery of cleaning and gardening-related services supplied by Rent a Cleaner operations. We are committed to resolving issues fairly, respecting confidentiality and implementing remedies where appropriate. By following these steps, customers can expect a transparent process focused on resolution and improvement.