Complaints & Satisfaction Policy

At The Clean Bridge, we aim to deliver professional cleaning and property hygiene services with care, reliability, and attention to detail.

We understand that cleaning is closely tied to trust, property presentation, guest experience, and tenant satisfaction. If something does not meet expectations, we want to know so we can review the matter fairly and respond appropriately.

1. Our Commitment

We aim to provide:

• Clear communication
• Professional and respectful service
• Agreed service scopes
• Reliable attendance
• Careful handling of property
• Honest advice about what can and cannot be achieved
• Fair review of customer concerns
• Appropriate corrective action where needed

2. Reporting a Concern

If you are unhappy with any part of a service, please contact us within 24 hours of completion.

Email: [email protected]

Please include:

• Your name
• Property address or booking reference
• Date of service
• Description of the concern
• Photos or videos where possible
• Details of any affected area, item, or surface
• Your preferred resolution

The sooner an issue is reported, the easier it is for us to review it properly.

3. How We Review Complaints

When we receive a complaint, we may review:

• The agreed service scope
• Photos or videos provided
• Any before-and-after records
• Team notes
• Property condition
• Time spent on site
• Access or safety issues
• Whether the concern relates to included or excluded work
• Whether the result was limited by age, material, staining, damage, wear, or condition

We aim to respond as quickly as reasonably possible.

4. Possible Resolutions

Where appropriate, we may offer:

• Advice or clarification
• A follow-up visit
• A targeted re-clean of the affected area
• A partial service credit
• A fair adjustment
• Another reasonable remedy based on the circumstances

The resolution offered will depend on the issue, evidence, service scope, property condition, and timing of the complaint.

5. Re-Clean Conditions

A re-clean may be offered where the issue relates to work included in the agreed service scope and is reported within a reasonable time.

A re-clean may not be available where:

• The area has been used after the service
• New dirt, stains, odours, or mess have occurred
• Third parties entered or used the property after completion
• The concern relates to work not included in the booking
• The result was limited by permanent staining, damage, limescale, mould, wear, or material condition
• The customer did not provide accurate property information before the service
• The property was unsafe or access was restricted
• The issue is reported too late for us to assess fairly

6. Stains, Odours, Limescale, Mould, and Wear

Some cleaning results depend on the age, condition, and material of the item or area being cleaned.

We cannot guarantee complete removal of:

• Permanent stains
• Deep odours
• Heavy limescale
• Mould staining
• Burn marks
• Water damage
• Fabric discolouration
• Pet damage
• Smoke residue
• Worn surfaces
• Damaged grout, silicone, paint, sealant, or flooring

Where a result is unlikely to be fully achievable, we will aim to be honest and practical.

7. Damage Concerns

If you believe damage occurred during a service, please contact us as soon as possible with photos and details.

We may request:

• Photos of the affected item or area
• Details of the item’s age and condition
• Proof of purchase or repair estimate where relevant
• Confirmation of when the issue was first noticed
• Information about who accessed the property before and after the service

We will review the matter fairly.

The Clean Bridge is not responsible for pre-existing damage, wear and tear, unstable fittings, poor installation, loose fixtures, items left unsecured, or damage caused by third parties before or after our service.

8. Professional Conduct

We expect our team to behave respectfully and professionally. We also ask customers, tenants, guests, residents, and site contacts to treat our team respectfully.

We may refuse future service where there is abuse, harassment, unsafe conduct, threatening behaviour, non-payment, or repeated unreasonable demands.

9. Contact

To raise a concern, contact:

[email protected]