How to complain
We want every clean to be right, and we take complaints seriously. You can complain in whatever way suits you: email info@liteworkservices.co.uk, reply to any of our emails, or tell us in person, by phone or by message.
It helps if you include your name, the address and date of the clean, what went wrong, any photos, and what you’d like us to do.
What happens next
- We acknowledge your complaint within 2 working days.
- We look into it straight away. This may include speaking to the cleaner and, if needed, visiting the property.
- We give you our response in writing, usually within 14 days. If it will take longer, we’ll tell you why and keep you updated.
- We put things right where we’ve fallen short, for example by re-cleaning, repairing or replacing, or a refund or price reduction.
Complaints about your personal data
If your complaint is about how we’ve handled your personal information, we’ll acknowledge it within 30 days at the latest, as the law requires, look into it without undue delay, keep you informed of progress and tell you the outcome. If you’re not satisfied, you can complain to the Information Commissioner’s Office at ico.org.uk/make-a-complaint. See our privacy notice for more.
If we can’t resolve it
If we can’t settle your complaint, we’ll tell you in writing and give you details of an alternative dispute resolution (ADR) provider, and whether we’ll use it.
You can also get free, independent advice from the Citizens Advice consumer helpline on 0808 223 1133, or at citizensadvice.org.uk. Your legal rights are not affected.