Make a Complaint
We take every complaint seriously. If something went wrong with your clean, use this page to let us know and we’ll work to resolve it as quickly as possible.
How the Complaints Process Works
Submit Your Complaint
Use the form below to tell us what happened. You'll need your postcode to look up your booking. Provide as much detail as possible — dates, specific rooms or areas, and photos if you have them.
We Acknowledge Within 24 Hours
Once submitted, you'll receive an email confirmation with a reference number. A member of our team will review your complaint and contact you within one business day.
Investigation & Resolution
We investigate the issue — reviewing job notes, speaking with the cleaning team, and assessing any evidence provided. For cleaning-related issues, we'll typically offer a re-clean at no charge or a partial refund depending on the circumstances.
Follow-Up
After the resolution is delivered, we follow up to confirm you're satisfied with the outcome. If not, the complaint is escalated to our Managing Director for a final review.
Important Information
Complaints must be submitted within 7 days of the cleaning date. Our 48-hour re-clean guarantee applies to issues flagged during a checkout inspection — please mention this in your complaint if applicable.
For damage claims, please provide photographs and a description of the item or area affected. All damage claims are reviewed against our public liability insurance.
Find Your Booking
Enter the postcode of the property that was cleaned. We’ll find your booking in our system.
Can’t remember the postcode? Call us on 020 8050 6696 and we’ll find your booking using your name or email.
Prefer to Speak to Someone?
Call us on 020 8050 6696 (Mon–Sat, 8am–6pm) or email complaints@royal-cleaning.co.uk. Please have your booking reference ready.