1. How to raise a concern
Email luke@themopsters.co.uk or telephone +44 7842 508362.
Please include your booking or enquiry reference, the property and service date, the part of the agreed scope involved, what you believe went wrong and the outcome you are seeking. Raise concerns as soon as reasonably possible so the condition can be assessed fairly.
2. Photographs and supporting information
Photographs, messages, inventories, check-in or check-out material and other relevant evidence can help us understand a concern. Send only what is necessary, avoid unrelated personal information, and do not put yourself or anyone else at risk to obtain evidence.
We may ask for further details or a reasonable opportunity to inspect the affected area. Photographs are evidence to consider, not an automatic decision for or against either party.
3. How we review complaints
THE MOPSTERS LTD will compare the concern with the accepted scope, exclusions, property information and available evidence; obtain relevant information from the cleaning partner or team; and consider whether the service was performed with reasonable care and skill.
We will communicate without promising a fixed outcome or response time that the operation cannot support. If a matter is complex, we will explain what further information or investigation is needed.
4. Possible resolutions
Depending on the facts and applicable rights, a resolution may include an explanation, completion of an agreed item, repeat performance, a proportionate price reduction, a refund, repair or another fair remedy. No remedy is automatic, and nothing in this policy limits statutory consumer rights.
Where damage is alleged, we may need evidence of condition, ownership, age, value and repair options. We will not reject a concern merely because it involves work performed by an independent cleaning partner: the customer's service provider is THE MOPSTERS LTD.
5. Escalation and respectful treatment
If you disagree with the initial outcome, explain what you believe was overlooked and ask for a further review by the person responsible for the operation. Customers, staff, partners and subcontractors must be treated respectfully. Threats, discrimination or abuse are not acceptable, but raising a genuine complaint will not disadvantage a customer.
If we cannot resolve a consumer complaint, you may seek independent advice from Citizens Advice or exercise any legal rights available to you. We do not claim membership of an alternative-dispute-resolution scheme unless that is confirmed for the particular dispute.