How to complain about a window cleaner
TL;DR: If your window cleaner isn’t doing a good job, start by speaking to them directly and calmly about the issue. Keep records of problems, check your contract terms, and consider using a formal complaint process or finding a new cleaner if things don’t improve quickly.
Introduction
Getting your windows cleaned should leave you with sparkling glass and peace of mind. Unfortunately, not every window cleaner in the UK delivers the results you’re paying for. Poor work, missed appointments, or unprofessional behaviour can be frustrating when you’ve trusted someone with access to your home.
The good news? You’ve got options when things go wrong. Whether it’s streaky glass, skipped gutters, or broken promises, knowing how to complain effectively protects your money and gets results. This guide walks you through the right steps to take action. You’ll learn when to chat face-to-face, when to put things in writing, and when it’s time to find a different cleaner altogether.
What should you do before making a formal complaint?
Try talking to them first, calmly and directly. Most issues come from simple misunderstandings. Ring your cleaner, explain what’s wrong with their work, and give them a chance to put it right.
Keep it friendly. Your window cleaner might have simply missed something or misunderstood what you wanted. Maybe you expected interior windows cleaned too, but they only do exteriors. A quick conversation often sorts this out fast. If they’re willing to return and fix the problem, you’re done. If they’re defensive or refuse, then move to the next step.
How do you document problems with your window cleaner?
Take photos and keep written records of everything. Photos show exactly what’s wrong. Note dates, times, and what work wasn’t completed properly.
Write down when you booked them, when they came, what you paid, and what went wrong. Save all texts, emails, and messages. This evidence is vital if you need to make a formal complaint later. It also helps if you’re claiming money back through a payment service or small claims court. Don’t rely on memory alone. Details fade quickly.
Should you check your contract or agreement?
Review what you actually agreed to before complaining. Your cleaner might’ve done exactly what your contract promised.
Look at your original booking confirmation, written quote, or website terms. What jobs did you actually pay for? Some cleaners charge extra for gutters, conservatories, or interior work. You might think it’s included when it isn’t. Once you’ve confirmed they’ve genuinely failed to deliver what was promised, you’ve got solid grounds to complain. This also tells you whether they’ve breached your agreement, which strengthens your case.
How do you make a formal complaint?
Send a written complaint if talking doesn’t work. Use email or registered post so there’s proof you complained.
Be specific and professional. Explain what went wrong, when it happened, and what you want (money back, a free re-clean, or a refund). Give them seven to fourteen days to respond. Keep your tone calm and factual, not emotional. Avoid insults or threats. Stick to what happened. If they’re a member of a trade body like the Federation of Small Businesses, you might be able to escalate through them. Check their website to see if they’re registered.
What if the cleaner won’t fix the problem?
Find a new window cleaner and move on if they won’t cooperate. Life’s too short for poor service.
You can try claiming money back through your bank if you paid by card or bank transfer. Contact your payment provider and explain the situation. You might also consider small claims court for amounts under £10,000, though this takes time and effort. Sometimes it’s easier to just take your business elsewhere and leave honest reviews about your experience. This helps other people make better choices.
Conclusion
Complaining about a window cleaner doesn’t have to be stressful when you know the right approach. Start with a friendly chat, keep records, check your agreement, and escalate only when necessary. Most issues resolve quickly when handled calmly and professionally. If your cleaner won’t budge, you’ve got options like chargebacks, small claims, or finding someone better. Don’t settle for poor service. Find a window cleaner near you by searching our free UK directory and reconnect with quality local providers today.
FAQ
Can I refuse to pay a window cleaner who did poor work?
You can ask for a refund or re-clean. If they refuse and you paid by card, contact your bank. You might have consumer rights protection, but this depends on what you agreed to.
How much does window cleaning cost in the UK?
Average prices range from £50 to £150 for a house clean, depending on size, location, and whether you include gutters or conservatories.
Should I use a registered or insured window cleaner?
Yes. Proper insurance protects you if they damage your property. Check they’re registered with a trade body for extra protection.
What counts as poor window cleaning?
Streaks, missed windows, dirty frames, damaged sills, or not turning up count as poor service.
Can I leave a bad review if they don’t fix the problem?
Yes, you can leave honest reviews. Stick to facts and what actually happened. Don’t make false claims.