1. How to Submit a Complaint

All complaints must be submitted through one of the following official channels:

● In-app support or help section
● Email: customerservice@bookaklean.co.uk
● Website contact form (where available)

To allow us to investigate efficiently, please provide:

● Full name
● Registered email address or phone number
● Booking reference (if applicable)
● Date of service or issue
● Full description of the complaint
● Any supporting evidence (photos, screenshots, messages, receipts, invoices, or other
relevant documents)

Incomplete complaints or missing information may delay the investigation process.

2. Complaint Time Limits

To ensure fairness, accuracy, and availability of evidence, complaints must be raised within the
following timeframes:

Customers

● Service quality complaints: within 24 hours of job completion
● Damage claims: within 24 hours of job completion
● Payment or billing issues: within 7 days

Cleaners

● Payment disputes: within 7 days of receiving payment statement
● Customer conduct complaints: within 24 hours of the incident
● Account or platform disputes: within 7 days

Complaints submitted outside these timeframes may be declined unless exceptional
circumstances apply.

3. Complaint Acknowledgement

Once received, we aim to acknowledge complaints within:

● 2 to 3 working days for standard complaints
● Up to 7 working days during weekends, bank holidays, seasonal demand, or
high-volume periods

Acknowledgement confirms receipt of the complaint only and does not indicate fault, liability, or outcome.

4. Investigation Process

All complaints are reviewed fairly and based on available evidence. This may include:

● Booking records
● In-app messages or communications
● Time logs
● Photos or video evidence
● Statements from Customer and Cleaner
● Payment records
● Previous complaint history where relevant
● Internal platform records

We may contact either party for further information or clarification. Failure to respond within a
reasonable timeframe may result in a decision being made using the evidence available.

Book A Klean reserves the right to temporarily pause payments, refunds, bookings, or account access while an investigation is ongoing where reasonably necessary.

5. Resolution Timeframes

We aim to resolve complaints within the following timescales:

Standard Complaints

● Usually within 7 to 14 working days

Complex Complaints

(Including damage disputes, repeated issues, fraud concerns, payment investigations, misconduct allegations, or multi-party complaints)

● Usually within 14 to 28 working days

Exceptional Cases

(Where third-party evidence, insurer responses, legal input, or extended investigation is required)

● Up to 45 working days

Where additional time is required, we will notify the relevant party where reasonably possible.

6. Possible Outcomes

Following investigation, outcomes may include:

● Full refund
● Partial refund
● Service credit
● Re-clean offer where appropriate
● Payment release or payment adjustment
● Warning issued
● Temporary suspension
● Permanent removal from the platform
● No further action where complaint is not upheld

All outcomes are determined reasonably using available evidence, platform policies, and contractual terms.

7. Appeals / Review Requests

If you are dissatisfied with the outcome, you may request one internal review within:

● 7 days of the decision date

You should provide:

● Reason for review
● Any new evidence not previously submitted

Review decisions are normally issued within 14 working days and may be final unless legal
obligations require otherwise.

8. Mediation / Further Action

Where a matter cannot be resolved internally, parties may consider:

● Independent mediation
● Payment provider or chargeback processes where applicable
● Court action in the relevant UK jurisdiction

Nothing in this procedure removes any statutory rights or legal protections available under applicable law.

9. Abuse of the Complaints Process

False, abusive, repetitive, threatening, malicious, vexatious, or fraudulent complaints may result
in:

● Complaint closure without further action
● Warning notice
● Temporary suspension
● Permanent platform ban
● Legal recovery of losses where applicable

10. Platform Position

Book A Klean operates as a marketplace connecting Customers with independent Cleaners. We do not directly provide cleaning services or employ Cleaners. However, complaints will be reviewed reasonably and appropriate platform action may be taken where justified.

11. Data Protection

Complaint information may be stored and processed in accordance with our Privacy Policy, data retention policies, and UK GDPR obligations for dispute resolution, fraud prevention, compliance, and legal record keeping.

12. Contact Details

Book A Klean
Email: customerservice@bookaklean.co.uk

13. Important Notice

By using the platform, you agree that complaints will be handled under this procedure alongside the applicable Terms & Conditions, Refund Policy, Privacy Policy, and Cleaner Agreement where relevant.