Complaints Policy

How to raise a concern and what to expect from us.

Last updated: March 2025

1. Introduction

Clear Nest Clean is committed to providing a high standard of service. However, we understand that things may occasionally fall short of your expectations. This policy explains how to raise a complaint and what you can expect from us.

2. How to Make a Complaint

If you are unhappy with any aspect of our service, please contact us as soon as possible:

When making a complaint, please include:

  • Your full name and contact details
  • The date of the cleaning service
  • Your booking reference (if applicable)
  • A clear description of the issue
  • Any supporting evidence (e.g. photographs)

3. Our Complaints Process

Step 1: Acknowledgement

We will acknowledge your complaint within 2 working days of receipt. You will receive confirmation that your complaint has been logged and is being reviewed.

Step 2: Investigation

We will investigate your complaint thoroughly. This may involve:

  • Reviewing your booking and service records
  • Speaking with the cleaning team involved
  • Reviewing any photographs or evidence provided
  • Contacting you for further details if needed

Step 3: Response

We aim to provide a full response within 5 working days of acknowledgement. If the investigation requires additional time, we will let you know and provide an updated timeline.

Step 4: Resolution

Depending on the outcome of our investigation, we may offer one or more of the following:

  • An apology and explanation
  • A partial or full re-clean of the affected areas at no additional charge
  • A partial refund or credit towards a future booking
  • Changes to our internal processes to prevent recurrence

4. Escalation

If you are not satisfied with the outcome of your complaint, you may request an escalation. Escalated complaints are reviewed by a senior member of our team, who will:

  • Review the original complaint and our response
  • Conduct any further investigation as necessary
  • Provide a final response within 10 working days

5. External Resolution

If you remain dissatisfied after our internal complaints process has been exhausted, you may consider:

  • Seeking advice from Citizens Advice (citizensadvice.org.uk)
  • Using an alternative dispute resolution (ADR) service
  • Contacting your local Trading Standards office

6. Recording and Learning

We take all complaints seriously. We log every complaint and use the feedback to:

  • Identify areas for improvement
  • Provide additional training where needed
  • Update our processes and standards
  • Monitor trends and recurring issues

7. Confidentiality

All complaints are handled confidentially. Your personal data will be processed in accordance with our Privacy Policy.

8. Timescales Summary

Stage Timeframe
Acknowledgement Within 2 working days
Initial response Within 5 working days
Escalation response Within 10 working days

9. Contact Us

If you have any questions about this policy, please contact us: