CONSUMER COMPLAINT RESOLUTION POLICY

1. INTRODUCTION

 

At The Tidy Crew, we are committed to delivering not only exceptional service but also an aftercare experience that sets us apart from our competitors. Meeting our customers’ needs and exceeding their expectations is at the heart of everything we do, and we continuously tailor our services to ensure the highest standards are met. Our aim is to build lasting relationships with our customers and to be their first choice for life after their initial experience with The Tidy Crew.

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We are dedicated to listening to all feedback, both positive and constructive. Every comment helps us grow and improve our services, and we value open communication as a key part of our commitment to continuous improvement.

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2. MAKING A COMPLAINT

 

We strive to deliver exceptional service and high-quality workmanship at all times. However, if you believe we have fallen short of these standards, we encourage you to contact us as soon as possible. All complaints are taken seriously and handled with empathy, fairness, and professionalism.

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A complaint is defined as any expression of dissatisfaction with our service or workmanship, however it is communicated, whether verbally, in writing, by email, or over the phone. Our team is trained to identify and log concerns even where the word “complaint” is not explicitly used.

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All complaints are handled in a fair, efficient, and confidential manner. Written records are maintained at each stage of the complaint process to ensure consistency and accuracy.

 

3. TIMING OF COMPLAINTS

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To allow us to investigate and resolve issues as effectively as possible, any complaints relating to work carried out should be registered within 24 hours of the visit.

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We understand that there may be extenuating circumstances that prevent immediate contact. In such cases, customers are asked to notify us as soon as reasonably possible. Each complaint will be assessed on its individual merits, and genuine concerns will not be dismissed solely due to a short delay in reporting.

 

4. HOW TO MAKE A COMPLAINT​

 

Complaints can be made by contacting us via:

Telephone: 020 3633 4099
Email: customerservices@thetidycrew.co.uk

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We aim to acknowledge and respond to all complaints within 48 hours.

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5. COMPLAINT PROCEDURE

 

Complaints may be raised with any member of staff, who will attempt to resolve the issue informally where possible. If the matter cannot be resolved immediately or requires further investigation, it will be logged formally and escalated to our customer service team.

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STEP 1

 

A customer service executive will conduct a thorough investigation, which may include reviewing invoices, gathering information from the customer, and speaking with the engineer or employees involved. Wherever possible, we aim to resolve complaints quickly and informally at this stage.

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Once the investigation is complete, the customer will receive a detailed response by phone or in writing outlining the outcome. If the customer is not satisfied with the resolution, they may request escalation to Step 2. Upon escalation, any offer made at Step 1 will be withdrawn and may not be reinstated pending further review.

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STEP 2

 

If the customer wishes to proceed to Step 2, the complaint must be submitted in writing via email or post to:

 

Managing Director

The Tidy Crew Services Ltd

85 Great Portland Street

First Floor

London

W1W 7LT

Email: customerservices@thetidycrew.co.uk

 

A managing director will conduct a full and independent review of the complaint and the response provided at Step 1. A final written decision will then be issued, which will represent the company’s final position.

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6. OUR GUARANTEES

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TRANSPARENCY

 

We are committed to complete transparency in all aspects of our service. Clear and upfront information regarding pricing is provided at the time of booking or upon request. All invoices and estimates include a full breakdown of labour, materials, and a detailed description of the work carried out.

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We do not charge for:

• Call out charge

• Travelling

• Parking

• Congestion charge

 

There are no other hidden charges.

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OVERCHARGING

 

We ensure that all charges are accurate and in line with the rates quoted. In the rare event that an engineer intentionally overcharges a customer, their employment will be terminated and a full refund will be issued.

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ACCOUNTABILITY

 

If our work does not meet our standards, we take full responsibility. Customers are encouraged to contact us so we can resolve the issue promptly. Where necessary, we will arrange for a specialist to attend at a time convenient to the customer.

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We are committed to never carrying out unnecessary work or pressuring customers into services they do not need, under any circumstances.