Last updated: 5 July 2026
This Complaints Policy applies to services provided by Notts Window Cleaning.
Notts Window Cleaning is a trading name of Lincs Window Cleaning Ltd, a company registered in England and Wales.
Company name: Lincs Window Cleaning Ltd
Company number: 12564316
VAT number: 400355939
Registered/business address: Unit 14, Lyndon Business Park, Farrier Road, Lincoln, LN6 3RU
Email: hello@nottswindowcleaning.co.uk
Telephone: 0115 677 0617
We care about the quality of our work and want customers to be happy with the service they receive.
If something is not right, please contact us as soon as possible so we can review it and, where appropriate, put it right.
Nothing in this policy affects your statutory rights.
1. Our service standard
We aim to provide all services with reasonable care and skill.
Our team will always try to complete work safely, professionally and to a good standard, using suitable equipment and methods for the service booked.
Some results may vary depending on the condition, age and type of surface being cleaned. Certain marks, staining, damage, oxidisation, hard water marks, paint, cement, lichen, black spot, rust, scratches or defective surfaces may not be fully removable unless specifically agreed in writing.
2. Reporting an issue
If you are unhappy with the standard of work, please contact us as soon as possible.
For regular window cleaning, we ask that issues are reported within 24 hours of the clean.
For gutter cleaning and larger exterior cleaning services, we ask that issues are reported within 48 hours of the service.
This allows us to inspect the issue fairly and identify whether it relates to the service carried out.
3. What to include in a complaint
To help us resolve your complaint quickly, please include:
- Your full name
- Property address
- Date of service
- Service carried out
- A clear description of the issue
- Photos or videos, where possible
- The best contact details for you
Complaints can be sent by email or raised by phone.
Email: hello@nottswindowcleaning.co.uk
Telephone: 0115 677 0617
4. What happens after you complain
Once we receive your complaint, we will review the information provided.
We may:
- Ask for photos or videos
- Speak to the technician who completed the work
- Check job notes, photos, messages or booking details
- Arrange an inspection
- Arrange a return visit where appropriate
- Offer advice where the issue is caused by staining, damage, defects or something outside the clean itself
We aim to respond within a reasonable time and will do our best to resolve genuine issues fairly.
5. Return visits and corrections
Where the issue is related to the standard of our work and has been reported within the relevant timescale, we will usually arrange a return visit to inspect and, where appropriate, correct the issue free of charge.
Our satisfaction guarantee does not usually cover:
- New dirt after the clean
- Rain marks after the service
- Bird mess after the service
- Condensation
- Internal marks when only external cleaning was booked
- Staining or scratches
- Hard water marks
- Oxidised frames
- Defective seals
- Leaking windows or doors
- Damaged or poorly maintained surfaces
- Areas we could not safely access
- Issues caused by blocked access
- Issues reported outside the stated timescale
6. First cleans
First cleans can sometimes take more than one visit to achieve the best finish, especially where windows, frames, vents or sills have not been cleaned for a long time.
Spotting or marks after a first clean may be caused by old detergent residue, dirt coming from vents or frames, oxidised surfaces, perished seals or historic staining.
Where appropriate, we will advise whether the issue is likely to improve over future maintenance cleans.
7. Gutter cleaning complaints
For gutter cleaning, we may use before-and-after photos, video evidence or technician notes to review the work completed.
Gutter cleaning normally covers above-ground gutters only.
We are not responsible for underground drainage problems, soakaway issues, defective downpipes, neighbouring shared gutter systems, poor gutter installation, roof moss falling after the clean or gutters refilling due to trees, moss, weather or surrounding conditions after the service.
8. Exterior cleaning complaints
For pressure washing, roof cleaning, render cleaning, cladding cleaning, solar panel cleaning and other exterior cleaning services, results can depend on the age, condition and type of surface.
Some marks or staining may not be fully removable.
This may include:
- Black spot
- Lichen
- Oil stains
- Rust marks
- Paint
- Cement
- Render staining
- Algae staining
- UV damage
- Oxidisation
- Deep contamination
- Previous chemical damage
- Surface wear or defects
If a limitation is identified during or after the work, we will explain this where possible.
9. Refunds
Where a complaint is upheld, we will usually aim to correct the issue first.
Where a return visit or correction is not suitable, we may offer a partial refund, full refund or another reasonable resolution depending on the circumstances.
Refunds are not normally offered where the issue is caused by staining, property defects, unsafe access, restricted access, new dirt after the clean, weather after the clean, or expectations outside the service booked.
10. Damage complaints
If you believe damage has been caused during our work, please contact us as soon as possible.
Please include:
- A clear description of the damage
- Photos or videos
- The date the issue was noticed
- Any relevant background information
We will review the matter and may arrange an inspection.
We are not responsible for damage caused by pre-existing defects, poor maintenance, loose fittings, rotten frames, defective seals, cracked glass, unstable guttering, loose render, loose pointing, fragile roof materials or other existing property issues.
If damage has been caused by our negligence, we will work with you to agree a suitable resolution.
11. Escalation
If you are not satisfied with our initial response, you can ask for the matter to be reviewed by a senior member of the team.
Please explain why you remain unhappy and provide any further evidence you would like us to consider.
We will review the matter again and provide a final response.
12. Unreasonable behaviour
We will always try to deal with complaints professionally and fairly.
We ask customers to communicate respectfully with our team.
We reserve the right to limit communication or refuse further service where behaviour is abusive, threatening, discriminatory or unreasonable.
13. Changes to this policy
We may update this Complaints Policy from time to time.
The latest version will be published on this page.
