What to Do If You're Unhappy with a Clean

We want every clean to exceed your expectations. While we strive for perfection, we understand that sometimes things don't go as planned. If something's not right, we want to know about it so we can make it right. Here's how to report an issue and what to expect.

If the cleaner is still there

If you notice any issues while your cleaner is still at your property, speak up immediately. Most issues can be resolved on the spot - your cleaner will be happy to redo an area or address your concerns before they leave. This is often the quickest way to ensure you're satisfied with your clean.

After the clean

If you notice problems after your cleaner has left, don't worry. You can report the issue through our platform and we'll investigate promptly. We recommend reporting issues as soon as possible while the details are fresh.

How to report an issue

We have a dedicated incident reporting system built into your dashboard. Here's how to use it:

Step 1: Go to your dashboard

Log in to your Servella account and navigate to the "Complaints" section in your dashboard menu.

Step 2: Click "Report an Issue"

You'll see a list of your eligible bookings (completed cleans). Select the booking you want to report an issue for. You can search by booking reference, address, or postcode to find the right one.

Step 3: Describe the issue

Fill in the report form:

• What happened? - Enter a brief title describing the issue (e.g., "Bathroom was not cleaned properly")
• Provide more details - Describe the issue in detail, including specific areas or items that weren't cleaned to your satisfaction
• Add photos (optional) - You can upload up to 5 photos showing the areas of concern. Photos help us understand the issue and resolve it faster

Step 4: Submit your complaint

Click "Submit Complaint" to send your report. You'll receive a confirmation with a reference number that you can use to track your complaint.

What happens next

Once you've submitted your complaint, our team will review it and take action:

• We'll review your complaint within 24 hours
• You'll receive an email update with our response
• If we need more information, we may ask you to respond or upload additional photos
• You can track the status of your complaint at any time in your dashboard

Tracking your complaint

Visit the Complaints section of your dashboard to see all your submitted complaints and their current status:

• Submitted - Your complaint has been received and is awaiting review
• In Progress - Our team is actively investigating and working on a resolution
• Awaiting Your Response - We need more information from you (check the complaint for details)
• Resolved - We've determined a resolution for your complaint
• Closed - The complaint has been fully resolved and closed

Responding to requests

Sometimes we may need additional information to resolve your complaint. If your complaint status shows "Awaiting Your Response", click on it to see what we need. You may be asked to:

• Provide additional written details about the issue
• Upload more photos of specific areas
• Confirm certain information about the booking

Please respond as soon as possible to help us resolve your complaint quickly.

Our satisfaction guarantee

We stand behind our service and take all complaints seriously. Depending on the nature of the issue, we may:

• Send your cleaner back to correct the areas that weren't up to standard
• Offer a partial or full refund depending on the severity of the issue
• Assign a different cleaner for your future bookings
• Take action to prevent similar issues occurring in future

Our goal is always to resolve your issue fairly and ensure you're satisfied with the outcome.

Don't have an account or prefer not to use the platform?

If you don't have an online account, prefer not to report via the platform, or have an urgent issue, you can contact our customer support team directly. Please get in touch as soon as possible - ideally within 24 hours of your clean:

• Email: support@servella.co.uk
• Include your booking reference (from your confirmation email)
• Describe the issue and include any photos if possible
• Let us know the date and address of the clean
• We'll respond within 48 hours

Reporting issues promptly helps us investigate effectively and resolve your complaint fairly.

Tips for a successful resolution

To help us resolve your issue as quickly as possible:

• Report issues promptly - the sooner you let us know, the easier it is to investigate
• Be specific - tell us exactly which areas or items weren't cleaned properly
• Include photos where possible - visual evidence helps us understand the issue
• Check your email - we'll contact you with updates and may need additional information
• Respond to requests - if we ask for more details, please reply as soon as you can

We genuinely appreciate you taking the time to let us know when things aren't right. Your feedback helps us improve our service and maintain the high standards you expect.