Complaints Procedure

At Scrubster Cleaning, we take every complaint seriously. We are committed to resolving issues fairly, promptly, and transparently. If something has gone wrong, we want to know about it so we can put it right and prevent it from happening again.

You can submit a complaint through any of the following channels:

• Email: [email protected] with the subject line "Complaint"
• Contact form: Visit our contact page and select "Complaint" as the topic
• Phone: +44 7458 148-889 (during business hours)

Please include the following information:

• Your full name and booking reference (if applicable)
• A clear description of the issue
• The date the issue occurred
• Any supporting evidence (e.g., photographs, correspondence)
• What outcome you would like

We will acknowledge your complaint within 2 working days of receiving it. You will receive a confirmation email with a unique reference number and the name of the person handling your case.

We will investigate your complaint thoroughly. This may involve reviewing:

• Booking records and service details
• Cleaner reports and completion photos
• Check-in/check-out timestamps
• Any correspondence between you and our team

We may contact you for additional information during this process. We aim to complete our investigation within 5 working days. If it requires more time (e.g., complex damage assessment), we will notify you with an updated timeline.

Once our investigation is complete, we will contact you with our findings and a proposed resolution. Depending on the nature and severity of the issue, outcomes may include:

• A complimentary re-clean at no additional cost
• A partial or full refund
• A credit towards future bookings
• An explanation and formal apology
• Changes to our processes to prevent recurrence

If your complaint involves accidental damage to your property during a clean, the following process applies:

• Report within 48 hours of the service
• Provide clear photographs of the damage
• Describe the item, its approximate age, and its condition before the clean
• Include your booking reference

We will investigate the claim against Cleaner reports and completion photos. Where liability is established, we will arrange repair, replacement, or compensation up to the limits set out in our Terms of Service. We aim to resolve damage claims within 10 working days.

We are not liable for damage caused by pre-existing wear, faulty fittings, or items not disclosed before the clean.

If you believe an item has been stolen or lost during a clean:

• Contact us within 48 hours at [email protected]
• File a police report and obtain a crime reference number — this is required before we can progress the claim through our insurance
• Provide a description and estimated value of the missing item(s)
• Provide any supporting evidence: photographs showing the item before the clean, CCTV footage, receipts, or proof of purchase

Evidence checklist for theft/loss claims:

• Crime reference number from police
• Photograph or description of the missing item
• Proof of ownership or value (receipt, bank statement, insurance valuation)
• Any CCTV or camera footage (if available)
• Written statement of events

We take theft allegations extremely seriously. We will cooperate fully with law enforcement and conduct our own internal investigation.

A complimentary re-clean will be offered where:

• You report the issue within 24 hours of the original service
• The issue relates to tasks included in the booked service type
• The original booking scope was not reduced or modified during the clean
• Your feedback is specific and actionable

A re-clean will not be offered where the issue relates to:

• Pre-existing stains, marks, or damage
• Areas or tasks excluded from the original booking
• Circumstances beyond the Cleaner's control (e.g., no hot water, broken equipment)

A partial or full refund may be offered where:

• A re-clean has been attempted but the issue persists
• The service was significantly below the standard expected
• The Cleaner failed to attend without prior notice (and no replacement was arranged)
• There is a verified overcharge or billing error

Refunds are processed to the original payment method within 5–10 working days.

If you are not satisfied with the resolution offered, you may request escalation by replying to your case email or writing to [email protected] with the subject line "Escalation — [your reference number]".

Your complaint will be reviewed by a senior member of the Vernora Digital Limited team. Escalated complaints will receive a final written response within 10 working days.

If you remain dissatisfied after our internal complaints process, you have the right to seek independent advice or resolution:

• Citizens Advice: citizensadvice.org.uk — free consumer advice
• Trading Standards: Contact your local authority Trading Standards office
• Small Claims Court: For unresolved financial disputes under £10,000

We are committed to cooperating with any external body to reach a fair outcome.

Every complaint is logged, reviewed, and used to improve our service. We track complaint trends and regularly update our training, processes, and quality checks based on customer feedback. Your complaint genuinely helps us get better.