Legal
Complaints Procedure
Last updated: October 2026
1. Purpose of this procedure
This procedure explains how clients of Signatures Asset Cleaning, the cleaning business of Signatures Asset Limited, can raise a complaint about our services and how we will handle it. It forms part of our Terms and Conditions. Following this procedure allows us to investigate fairly and resolve concerns quickly, and we ask all clients to use it before taking any other action.
2. What this procedure covers
This procedure covers complaints about the quality of a clean, the conduct of our staff, missed or late attendance, and damage you believe was caused by our team. It does not cover matters outside the agreed specification, work we were not asked to carry out, pre existing damage, normal wear and tear, or issues caused by restricted access, unsafe conditions or incorrect information provided to us.
3. How to make a complaint
All complaints must be made in writing by email to info@signaturesassetuk.com. Complaints made by any other method will not be logged until they are received in writing by email. Please include your name, company name, site address, the date and time of the service, a clear description of the issue, and photographs where relevant.
4. Time limits
Complaints about the quality of a clean must be reported within 48 hours of the service being completed and before the area has been used, altered or cleaned by anyone else, so that we can inspect it in the same condition. Complaints about damage must be reported within 48 hours of the service. Complaints about staff conduct or attendance must be reported within 7 days. Complaints received after these time limits may still be reviewed at our discretion, but we may be unable to verify or remedy the issue.
5. Acknowledgement
We will acknowledge your complaint in writing within 5 working days of receiving it and confirm who is handling it.
6. Investigation
We will review the information you provide, speak with the staff and supervisors involved, and check our service records. Where needed, we may ask to inspect the area or item concerned. You agree to give us reasonable access for this purpose. A complaint cannot be upheld where we have not been given a fair opportunity to inspect it.
7. Our response
We aim to give you a full written response within 20 working days of acknowledging your complaint. If the investigation needs more time, we will tell you why and give you a new date for our response.
8. How we put things right
Where a complaint about service quality is upheld, our first remedy is to return and re clean the affected area at no extra cost, at a time we agree with you. You agree to allow us this opportunity before any other remedy is considered. A credit or partial refund will only be offered where a re clean is not practical or has not resolved the issue, and will be limited to the value of the affected part of the service. Where damage is found to have been caused by our negligence, we will deal with it in line with the liability terms in our Terms and Conditions and our insurance arrangements.
9. Payment while a complaint is open
Raising a complaint does not suspend payment. Any part of an invoice that is not in dispute must be paid by its due date. You may withhold only the amount directly related to the specific service under complaint, and only where you have told us in writing which amount is disputed and why. Our Terms and Conditions on late payment continue to apply to all undisputed amounts.
10. Review of our decision
If you are not satisfied with our response, you may ask for a review within 14 days of receiving it, by email, explaining why you disagree. The review will be carried out by a senior member of management who was not involved in the original decision. We will send you our final written decision within 20 working days of your review request. This decision completes our internal procedure.
11. Conduct towards our staff
We expect complaints to be raised respectfully. We may pause or close a complaint if communication with our staff becomes abusive, threatening or unreasonably persistent, and we will tell you in writing if we do so.
12. Alternative dispute resolution
If our internal procedure has been completed and you remain unhappy, you may consider alternative dispute resolution. We are not obliged to use an alternative dispute resolution provider and will decide whether to take part on a case by case basis. Where the law requires it, we will tell you in our final decision whether we agree to use such a provider and give you its details.
13. Your legal rights
If you are a consumer, you have rights under the Consumer Rights Act 2015, including the right to have a service carried out with reasonable care and skill. Nothing in this procedure limits any statutory rights that cannot legally be excluded. Further information is available from Citizens Advice.
14. Records and personal data
We keep a record of each complaint, our investigation and the outcome. Personal information provided with a complaint is handled in line with UK GDPR and our Privacy Policy.