Complaints

Tell us what happened and the outcome you are seeking. Clear information helps us review a concern and explain the next step.

Business details

Local House Cleaners London. Business correspondence: 15 Terry House, Upper Tulse Hill, London, SW2 2NT.

Use the contact page for correspondence information. The contracting party and any additional information required for your booking are identified in the service agreement provided before you commit.

Raising a concern

Use an available account problem-reporting route for a visit, or write to the business correspondence address. Include your name, relevant booking or application reference, date, a description of the issue and how you would like it resolved. See the contact page for correspondence information.

Report urgent safety concerns through the appropriate emergency or safety service rather than relying on a routine website message.

Helpful supporting information

Relevant task instructions, agreed changes, booking records and permitted work photographs can help explain a concern. Share only what is necessary. Avoid identity documents, card details, personal paperwork, people and access codes in notes or photographs.

Please report missed work promptly, ideally within 48 hours, while the details are fresh. This request does not remove a statutory right or impose a deadline that prevents a valid complaint.

Reviewing the issue

We review the agreed scope and relevant records, seek clarification where needed and explain the outcome and any appropriate correction or remedy. A disputed extra-time request is not automatically approved, and a cleaner’s finish report does not itself authorise a charge.

Booking cancellations and payment-related issues are considered alongside the cancellations and refunds policy. Recruitment and privacy concerns are handled according to their subject and access requirements.

If a concern remains unresolved

Ask for the outcome and the reasons for it in writing. Where an alternative dispute-resolution information duty applies, the relevant information should be included in that response. No scheme membership is implied by this policy.

For personal-information concerns, you can also contact the Information Commissioner’s Office. Raising a complaint does not prevent you from exercising applicable legal rights.