1. Introduction

 

At The Tidy Crew, we’re committed to delivering not only exceptional service but also an aftercare experience that sets us apart from our competitors. Our focus on meeting our customers’ needs and exceeding their expectations has always been at the heart of our approach, and we continuously tailor our services to ensure we achieve that. We aim to create lasting relationships with our customers, hoping they choose us for life after their first experience with The Tidy Crew.

 

Our team is dedicated to listening to all feedback, both positive and constructive. We believe that every comment helps us grow, and we welcome input from our customers as it allows us to enhance our services. As a company that values open communication, we constantly strive to improve and adapt based on what our customers have to say.

​

2. Making A Complaint

 

We are committed to delivering exceptional service and top-quality workmanship at all times. However, if you feel we have fallen short of these standards, please don’t hesitate to reach out. We take all complaints seriously and prioritize addressing them promptly. Our goal is to approach any concerns with empathy and understanding, working diligently to resolve any issues as quickly and effectively as possible.

 

Any concerns regarding the work carried out will be thoroughly investigated by our customer service team, who will assist you in finding a resolution. We give our full attention to all complaints and handle them in a fair, efficient, and confidential manner. Rest assured, we will take the necessary steps to fully resolve any issues to your complete satisfaction.

 

How to Make a Complaint

​

Should you have the need to make a complaint, this can be done over the phone on 020 3633 4099. Alternatively, you can email the customer services team direct on customerservices@thetidycrew.co.uk. We aim to respond to all complaints within 48 hours.

​

3. Complaint Procedure

 

Complaints can be raised with any of our staff members who will attempt to resolve the issue. However, if the problem is more involved our colleagues will log a complaint and someone from our customer service team will be in contact within 48 hours.

​

Step 1

 

A customer service executive will conduct a thorough investigation, which includes reviewing all invoices, gathering relevant information from the customer, and interviewing the engineer or employees involved. After completing the investigation, the executive will provide the customer with a detailed response via phone or in writing, outlining the outcome. If the customer is not fully satisfied with the resolution, they have the option to proceed with the matter to step 2. Please note, upon moving to step 2, any offer made during step 1 will be retracted and may not be reinstated pending further review.

​

Step 2

 

Should the customer wish to proceed to step 2, this will need to be done so in writing either via email or post to customerservices@thetidycrew.co.uk or:

 

Managing Director

The Tidy Crew Services Ltd

85 Great Portland Street

First Floor

London

W1W 7LT

 

One of the managing directors will complete a full review of the complaint response by the customer services member. If the customer is not fully happy with the conclusion made by the customer services member, the managing director responds with a final company conclusion.​

​

4. Our Guarantees

 

Transparency

 

We are committed to complete transparency in everything we do. We provide clear, upfront, and honest information about our charges. Our rates are readily available, and our knowledgeable and friendly staff will ensure that customers are fully informed about our rates when booking a job or upon request.

​

Our engineers will always show a full breakdown of labour, materials and any other charges, and a comprehensive description of work carried out is shown on all invoices and estimates.

​

We do not charge for the following:

• Call out charge

• Travelling

• Parking

• Congestion charge

 

There are no other hidden charges.

​

Overcharging

 

We always ensure that our charges are accurate and fair, in line with the rates we have quoted. Our policy on overcharging is clear and strict. In the rare event that any of our engineers intentionally violate this policy, they will be terminated, and a refund will be issued to the customer.

​

Accountability

 

In the rare instance that our work does not meet our standards, we take full responsibility. If you're dissatisfied, please reach out to us, and we will work to resolve the issue by sending one of our specialists at a time that suits you. At The Tidy Crew, we are committed to never performing unnecessary work or persuading customers to accept services they don’t need, under any circumstances.​​