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VMS Facility Services Ltd is committed to delivering every clean to a consistently professional standard. We value every client relationship and take all feedback — positive or negative — seriously. This policy outlines the clear, fair steps we follow when a service falls short of expectations, and exactly how we will make it right.
We aim for excellence on every visit. If you're not fully satisfied with the standard of cleaning delivered, we have two options available to put things right:
We will return to re-clean the affected area at no additional cost. This is our preferred first step to ensure you receive the standard you expect.
OR
Option B — Partial Refund
Where a re-clean is not practical or preferred, we may issue a partial refund by mutual agreement, reflecting the area or scope of the issue.
To be eligible for either option, issues must be reported within 24 hours of the service date. Please notify us promptly so we can act quickly.
Refund Processing Timeline
1
You report the issue
Contact us within 24 hours of your service via email or phone, providing details of the concern.
2
We review & agree a resolution
Our team reviews your report and agrees with you on the most appropriate resolution — re-clean or partial refund.
3
Refund processed within 5 business days
Where a refund is agreed, it is returned via your original payment method within 5 business days.
We take every complaint seriously and follow a clear, structured process to resolve issues promptly and fairly. Here's how to raise a complaint:
1
Contact Us Directly
Reach out to our team by email or phone as soon as possible after the issue arises. The sooner we know, the faster we can help.
info@vmsfacility.com
+447300931991
2
Provide Your Complaint Details
To help us investigate and resolve your complaint quickly, please include the following information when you get in touch:
What to Include
- Date of the service appointment
- Service address (property where cleaning took place)
- A clear summary of the issue or concern
- Any photos or supporting evidence (if available)
3
We Respond Within 48 Hours
Once your complaint is received, our team will investigate and respond with a proposed resolution within 48 hours.
48-Hour Response Guarantee
We aim to resolve every complaint at the first point of contact. However, if you feel your concern has not been addressed to your satisfaction, we have a clear escalation path:
Director / Business Owner Review
Unresolved complaints can be formally escalated to the Director or Business Owner of VMS Facility Services Ltd for final review and resolution. We are committed to reaching a fair outcome and will handle all escalated complaints with priority and transparency.
To escalate a complaint, please email info@vmsfacility.com with the subject line "Escalated Complaint" and include your original complaint reference and any previous correspondence.
Whether you have a concern about a recent service or simply want to share feedback, we're always ready to listen. Don't hesitate to reach out — we're on your side.
