Complaints
Last updated: October 2026.
If something went wrong
We work hard for the same cleaner to look after the same customer for years at a time, but occasionally a clean doesn't go to standard. If that's happened, please tell us as soon as you can — ideally before your cleaner leaves, so it can be put right there and then — and we'll work it out.
How we'll respond
We offer three remedies, depending on what's right for your situation:
- Free return clean. The same cleaner who did the original job comes back to put the specific items right. Most issues resolve here.
- Refund. If a return clean isn't practical, we'll refund — fully or partially, depending on the case. We'd rather have an unhappy customer back than keep money we haven't fairly earned.
- Service at cost. If you'd rather have a different cleaner come in, we'll arrange the next service at cost price — you pay the cleaner directly, no BCS agency fee on top.
How to raise a complaint
By WhatsApp, phone, or email — fastest is WhatsApp.
- WhatsApp: +44 7733 321193
- Phone: 07733 321193 (a real person answers; the same number works on WhatsApp)
- Email: info@berkshirecleaningservices.co.uk
For end-of-tenancy bookings with the Deposit-back guarantee, send us a numbered list of what the clerk flagged within 7 days of getting the check-out report (no need to send the whole report) — see the Guarantee page for the specifics. The hourly Value option covers whatever is achievable in the time booked; a return visit for extra work is paid to the cleaner at £15 an hour.
If we can't agree
If after our response you're still unhappy, you can escalate to small claims via the Money Claim Online service, or — for data-related complaints — to the Information Commissioner's Office. We'll always cooperate with both.
What we ask
We do this because the alternative — letting a clean go wrong without a remedy — isn't how we want to run BCS. What we ask in return: give us the chance to put it right before you write a public review. Once a complaint reaches a public forum, the dynamics change and the original problem often gets buried. A direct WhatsApp, however angry, gets fixed faster.