Complaints Policy

Last updated: 8 May 2026

1. Purpose

Spruced Services Ltd (“the Company”, “we”, “us”, “our”) is committed to providing high-quality cleaning, removals, and home improvement services. We take complaints seriously and view them as an opportunity to improve our services. This policy explains how complaints are handled fairly, transparently, and promptly.

2. How to Make a Complaint

If you are dissatisfied with any aspect of our service, please contact us using one of the following methods:

  • Telephone: 0843 65 98 021
  • Business Hours: Monday to Friday, 9am – 5:00pm

To help us investigate effectively, please provide:

  • Your name and contact details
  • Details of the service provided
  • The nature of your complaint
  • Any relevant supporting information (where available)

3. Timeframe for Raising Complaints

Complaints should be submitted within 48 hours of service completion where possible. This allows us to investigate promptly and take appropriate action.

4. Complaint Handling Process

4.1 Acknowledgement
We aim to acknowledge receipt of all complaints within 2 working days.

4.2 Investigation
We will investigate the complaint thoroughly, reviewing relevant information and, where necessary, speaking with staff or subcontractors involved.

4.3 Response
We aim to provide a full written or verbal response within 10 working days of receipt. If additional time is required, we will keep you informed of progress.

5. Resolution

Where a complaint is upheld, we may offer one or more of the following remedies, as appropriate:

  • A repeat performance of the service
  • A partial or full refund
  • Corrective work
  • An alternative resolution agreed with the customer

All resolutions will be offered in line with applicable UK consumer legislation, including the Consumer Rights Act 2015.

6. Escalation

If you are not satisfied with our response, you may request that your complaint be escalated for further review. We will reassess the matter and provide a final response.

7. Record Keeping

We maintain records of all complaints received and actions taken. This information is used solely for service improvement and compliance purposes.

8. Contact Details

For all complaints or enquiries relating to this policy, please contact:

Spruced Services Ltd
Telephone: 0843 65 98 021
Business Hours: Monday to Friday, 9am – 5:00pm