Complaints Policy

At Vertex Hygiene Cleaning Ltd, we aim to deliver an exceptional standard of service across every property we clean. However, if an aspect of our service falls short of your expectations, we encourage you to inform us promptly so we can rectify the issue and continuously improve our standards.

To ensure your complaint is logged and handled efficiently, please submit your feedback through one of the following channels:

• Email: hello@vertexhygeinecleaning.com (subject line: Formal Complaint – [Your Name / Property Postcode])
• Telephone: 020 3488 5983

Information to include:

1. Your full name, service address and contact details.
2. The date and time of the cleaning service in question.
3. A clear description of the issue (attaching clear photos helps us process service-quality complaints significantly faster).

1. Acknowledgement (within 24–48 hours): we will formally acknowledge receipt of your complaint in writing and log it in our internal quality system.
2. Investigation (within 3–5 business days): our management team will review the service log, consult the assigned cleaning personnel, check supervisor sign-offs and review any relevant media (e.g. job-completion photos or authorised body-worn camera logs).
3. Resolution & response: we will contact you with a proposed resolution, which may include:
   • A complimentary re-clean of disputed areas.
   • A partial refund, credit or adjustment to your account.
   • Internal process changes to prevent reoccurrence.

If you feel your complaint has not been resolved satisfactorily by our initial response, you may request an internal escalation to the Operations Director by emailing hello@vertexhygeinecleaning.com with the reference header “Escalated Complaint”. A final review will be conducted, and a final written outcome will be provided within 7 business days.