Complaints & Service Issues
Last updated: 3 July 2026
AJ Window Cleaning aims to provide a reliable, professional and fair service. If something has gone wrong, we want to know so we can review it and put things right where appropriate.
This page explains how to raise a complaint or report a service issue.
1. What this policy covers
This policy covers complaints and service issues relating to:
- Window cleaning
- Gutter cleaning
- Conservatory cleaning
- Fascia and soffit cleaning
- Roofline and exterior cleaning services
- Quotes, bookings and appointments
- Payments and invoices
- Missed visits or access issues
- Customer communication
2. Reporting a problem with a clean
If you are unhappy with a clean, please contact us as soon as possible after the visit.
Where possible, please report any issue within 24 hours of the clean being completed. This helps us review the issue fairly while the details are still clear.
If the issue is with the quality of the clean, it is helpful if you can provide photographs showing the area of concern.
3. What to include when contacting us
When raising a complaint or service issue, please include:
- Your name
- Your property address
- The service carried out
- The date of the visit
- A clear description of the issue
- Photographs, if relevant
- How you would like the issue to be resolved
You can contact us using the details on our contact page.
4. How we handle complaints
Once we receive your complaint, we will review the details and respond as soon as reasonably possible.
Depending on the issue, we may:
- Ask for more information
- Review photographs or service notes
- Check the booking or payment record
- Arrange to inspect the issue where appropriate
- Offer to return and put the issue right where reasonable
- Offer another fair resolution depending on the circumstances
5. Re-cleans and return visits
If we agree that an area has not been cleaned to a reasonable standard, we may offer to return and re-clean the affected area where practical.
Any return visit will usually only cover the specific area of concern, not a full repeat clean of the entire property unless we agree otherwise.
Return visits may not be offered where the issue is caused by factors outside our control, such as fresh dirt, rain marks, bird mess, dust, leaking vents, poor drainage, damaged seals, oxidised frames, existing staining, mineral deposits, or unsafe access.
6. Existing marks, staining and damage
Some marks cannot be removed by standard cleaning. This can include staining, scratches, blown glass units, failed seals, oxidised frames, paint, cement, silicone, adhesive, hard water marks, mineral deposits, corrosion, or damage already present before the clean.
We will always aim to be reasonable, but we cannot guarantee the removal of every mark or stain, especially where the issue is caused by age, condition, previous damage or materials bonded to the surface.
7. Damage concerns
If you believe damage has occurred during a service, please contact us as soon as possible.
Please include photographs, the date of the visit, and a clear description of the concern.
We will review the information and may need to inspect the area before deciding the next step.
We are not responsible for pre-existing damage, loose fittings, perished seals, rotten frames, unstable gutters, weak roofline materials, poorly fitted components, or items that were already damaged, fragile or unsafe before the service.
8. Missed appointments or delays
If we miss an appointment or are delayed, please contact us so we can check what happened.
Exterior cleaning work can sometimes be affected by weather, safety conditions, traffic, access problems, equipment issues or changes to the round.
Where a visit cannot go ahead, we will usually aim to rearrange it for the next suitable time.
9. Access-related issues
It is your responsibility to make sure we can safely access the areas that need to be cleaned.
If we cannot complete the work because of locked gates, blocked access, unsafe conditions, animals, parked vehicles, or other access issues, the visit may still be chargeable.
If you believe an access issue has been recorded incorrectly, please contact us and we will review it.
10. Payment disputes
If you believe an invoice, payment request or charge is incorrect, please contact us as soon as possible.
Please explain what you believe is wrong and provide any relevant information, such as payment confirmation, booking details, or previous messages.
We will review the matter and correct any genuine error.
11. What we ask from customers
We ask customers to raise complaints in a fair and reasonable way.
We will do our best to resolve genuine issues, but we may not continue communication where messages become abusive, threatening, discriminatory, repeated without new information, or unreasonable.
12. If you are still unhappy
If you are unhappy with our response, please let us know why and we will review the matter again where appropriate.
We may ask for further information before making a final decision.
13. Changes to this policy
We may update this complaints and service issues policy from time to time to reflect changes to our services, processes or legal obligations.
The latest version will be published on this page with the updated date shown at the top.
