Customer care

Complaints Procedure

Last updated: 26 June 2026

At Vista Clean Services, we pride ourselves on delivering exceptional cleaning services and outstanding customer care. If you’re not completely satisfied with any aspect of our service, we’d like the opportunity to put things right.

Our commitment

We take every complaint seriously and aim to resolve any concerns quickly, fairly and professionally.

Step 1 – contact us

If you have a concern, please contact us as soon as possible, ideally within 24 hours of your cleaning appointment. Please provide:

Your full name
Property address
Date of the clean
Details of the issue
Photographs (where applicable)

You can contact us by email at hello@vistacleanservices.com or by phone on 07584 272855.

Step 2 – investigation

Once we receive your complaint, we will:

Acknowledge your complaint within 1 business day
Review the information provided
Speak with the cleaning team where necessary
Contact you if we require any further information

Our aim is to resolve most complaints within 3–5 business days.

Step 3 – resolution

Depending on the nature of the complaint, we may offer one or more of the following:

A return visit to re-clean the affected areas
A partial refund (where appropriate)
A full refund (in exceptional circumstances)
An explanation if the matter falls outside the agreed scope of work

Our priority is always to reach a fair and reasonable outcome.

Satisfaction guarantee

If you’re unhappy with the quality of your clean, please let us know within 24 hours. Where appropriate, we’ll arrange for the affected areas to be re-cleaned at no additional cost.

What isn’t covered

Our complaints procedure does not cover:

Areas not included in the original booking
General wear and tear
Existing damage to the property
Staining that cannot be removed
Requests made after the service has been completed without prior agreement
Issues reported more than 24 hours after the service, unless exceptional circumstances apply

Respectful communication

We are committed to treating every customer with courtesy and respect, and ask that the same respect is shown to our staff. We reserve the right to end communication where abusive, threatening or discriminatory behaviour occurs.

Continuous improvement

All feedback, positive or negative, is used to help improve our services, training and customer experience. Thank you for giving us the opportunity to resolve any concerns.