Hiring a cleaning service can be a great way to lighten your load and keep your home in top shape. Trusting someone to clean your space means trusting them with your personal belongings. Unfortunately, situations arise where items get broken or, worse, go missing. Knowing how to handle these situations can make a stressful incident more manageable. Filing a complaint doesn’t have to be complicated if you know the necessary steps to take. We will show you how to address the issue, communicate effectively, and seek resolutions. The process is about protecting your belongings, standing up for your rights as a customer, and holding the service accountable to professional standards.

Gather Your Evidence

Solid evidence is the backbone of any credible complaint. Before contacting the cleaning service, gather as much relevant detail as possible. Start by documenting the condition of your home before and after the cleaning. Photos of broken items, screenshots of missing valuables (like invoices or purchase confirmations), and even time-stamped photos showing the cleaned areas help paint a clearer picture. Include specifics such as locations, times, and dates for context.

Keep a detailed timeline of events. Write down when your cleaning appointment occurred, who was present, and when you noticed an issue. If someone else in your home noticed the damage or loss, ask them to write their account of what happened. Evidence is one of the most effective ways to establish credibility when filing a complaint.

Contact the Cleaning Service Directly

Approach the cleaning service as soon as possible after noticing the issue. Many businesses prioritize fairness, and most will want to address your concern promptly.

Start by contacting them using the method you booked the service through, such as a phone call or email. Clearly explain the situation, using factual details from your timeline. Don't say something like, “Your employee broke my vase.” Instead, try something like, “After the cleaning appointment on [specific date], I discovered that my vase in the living room was broken.”

If your initial contact does not resolve the issue, ask to speak to a manager or the owner. Calmly explain that you’re allowing them an opportunity to make things right before taking further action.

Review Your Service Agreement

Revisit the terms and conditions outlined in your contract with the cleaning service. Some companies specify policies on damages or theft, often including liability limits or insurance coverage details.

Look for sections that discuss their responsibility to protect your belongings. Knowing these details ahead of time lets you reference specific clauses during your discussions.

If you don’t have a physical contract but booked the service online, check their website for policies. Many cleaning services include this information on FAQs or terms and conditions pages. Screen capture these details for future reference.

Request Proof of Insurance

Reputable cleaning services typically carry liability insurance to cover accidents or damages that occur during their work. This type of insurance protects customers and the company itself.

Ask the provider for proof of their insurance policy and verify what is covered. Damaged items are usually covered up to a certain amount, though exclusions may apply. If the cleaning service claims that their insurance policy doesn’t cover the incident, ask for a written explanation or a link to the policy terms. Being informed allows you to assess whether to challenge their position.

File a Police Report for Missing Items

Missing items raise the stakes considerably. If you suspect theft, filing a police report builds an official record and adds legal accountability.

Before contacting the police, make absolutely sure the item is missing rather than misplaced. Check storage areas, ask family members or housemates if they’ve moved the item, and retrace your steps.

When you’re confident the item is missing, contact your local police non-emergency line. Clearly explain your concern, providing as much detail as possible, including the date of the cleaning and a description of the stolen item. Share evidence such as receipts, photos, or serial numbers.

While you may be reluctant to involve law enforcement, this step is necessary to escalate theft claims with both the cleaning service and your insurance provider.

Submit a Formal Written Complaint

A written complaint formalizes your concerns more effectively than casual phone conversations. Structure your complaint professionally so it’s taken seriously.

Address the letter or email to the service’s customer complaints department, owner, or manager. Be polite but assertive, detailing everything clearly. Include the date of the appointment, a list of missing or damaged items, supporting documentation, and a reasonable request for resolution. Request a response within a specific timeframe, such as 10 business days, and keep a copy of the complaint for your records.

Explore Chargeback Options

Disputing charges through your bank or credit card provider is sometimes the next step if the cleaning service refuses to cooperate. Many credit card companies allow you to file a chargeback for services not performed as promised, including negligence or damages.

Contact your card provider and explain the situation. Provide specific evidence, such as your timeline, photos, and communication attempts. Chargebacks are most effective for straightforward claims, such as broken items that are clearly tied to the cleaning appointment.

Be aware that chargeback policies vary. Some providers place time limits on filing claims, so act quickly and follow instructions carefully.

File a Complaint With Consumer Protection Agencies

Consumer protection agencies advocate for customers mistreated by businesses. Submitting a complaint to an organization like the Better Business Bureau (BBB) or your local consumer affairs department applies additional pressure to the cleaning service to resolve your issue.

Most agencies allow you to submit complaints online. Provide details about your dispute, including supporting evidence and proof of communication attempts. Some consumer protection bodies mediate disputes, offering solutions that avoid legal action.

Keeping the complaint resolution public via platforms like the BBB warns other potential customers and increases visibility for your concerns.

Review Personal Insurance Policies

Homeowner’s or renter’s insurance might cover stolen or damaged items under certain circumstances. Review your policy for options relevant to your claim.

Many policies include “personal property coverage” for damages or losses caused by service providers. However, deductibles and exclusions might apply, so contact your insurer directly to confirm. Filing a claim will typically require a police report, a written complaint, and proof of the item’s value.

Though it may not be ideal to rely on your own insurance, this option offers a way to recover costs if the cleaning service refuses responsibility.