Complaints Procedure

Email support@britpolish.co.uk or call or message +44 7577 133714. Tell us the property, the date of the visit, and what went wrong. Photographs help us act faster, and we can compare them against our own proof-of-work photographs from the visit.

• We acknowledge your complaint within one working day.
• We investigate, including reviewing the visit record and speaking to the cleaner involved, and give you a full response within five working days. If it will take longer, we tell you why and when to expect it.
• Where the complaint is about the standard of a clean, our first remedy is to return and put it right, normally within 48 hours, at no charge. Tell us within 24 hours of the visit where you can, while the state of the property still reflects our work.

If you believe our team damaged something, report it as soon as possible with photographs. We hold public liability insurance, and genuine damage caused by our work is either made good by us directly or passed to our insurer. Details of our cover are on our insurance and accreditations page.

Ask for your complaint to be reviewed by the director, Manoj Bajgai, who will give you a final written response. If we cannot resolve the matter between us, nothing in this procedure limits your legal rights, including your right to pursue the matter through the courts. Business clients may also have remedies set out in their contract with us.

Complaints about how we have handled personal data follow our privacy policy: we respond within one month, and you can escalate to the Information Commissioner’s Office at ico.org.uk if you are not satisfied.