Complaints
Complaint Resolution Procedure
This procedure explains how customers should raise concerns and how Perfect Living reviews them using records, evidence and practical remedies.
This procedure explains how customers should raise concerns and how Perfect Living reviews them using records, evidence and practical remedies.
Read this page together with the booking confirmation, agreed scope, quote, invoice and any written service notes issued by Perfect Living Services.
1. How to raise a complaint
Complaints should be made in writing through the published Perfect Living contact routes. Customers should include the booking date, service address, name used for the booking, phone number, invoice or platform reference, description of the issue, photos, videos and the outcome requested. For alleged damage, poor workmanship, incomplete work, missed cleaning or access dispute, evidence should be provided before the condition changes. A complaint made only by phone may still need to be confirmed in writing so there is a clear record. Commercial clients should use the agreed account contact or authorised representative.
2. What we review
We review the agreed scope, quote, estimate, booking messages, photos sent before attendance, arrival records, contractor notes, completion photos, invoice, payment status, access information, customer evidence, timing of the complaint and any third-party involvement. We consider whether the issue was included in the scope, whether it was visible or hidden, whether the customer supplied materials, whether the property condition matched the description, whether the customer allowed enough time and access, and whether another person changed the condition after completion. This evidence-led approach protects both the customer and the company from assumptions.
3. Inspection and preservation of evidence
Where practical, we may request inspection before deciding the outcome. Customers should not instruct another contractor, remove materials, repaint, reseal, clean again, dispose of parts or alter the area before we have had a reasonable opportunity to inspect, unless urgent action is required to prevent damage or safety risk. If urgent action is taken, customers should record photos, videos, invoices and the reason. Refusing inspection, delaying too long, changing the condition or providing only selective evidence may limit the remedies available. For leaks, damage and regulated work, source evidence is especially important.
4. Possible outcomes
After review, Perfect Living may provide an explanation, arrange reattendance, correct eligible work, offer a partial adjustment, issue a credit, provide a refund, request further information, refer the matter to a specialist, or reject the complaint if it is outside scope or unsupported by evidence. The remedy will be proportionate to the issue. We are not required to provide a full refund where a small correction is reasonable, where work was substantially completed, or where the issue was caused by customer information, hidden defects, customer materials or third-party action. Abusive, threatening or dishonest complaints may lead to refusal of further communication except in writing.
5. Commercial and platform complaints
Commercial, hotel, landlord, Airbnb and property manager complaints should identify the authorised decision-maker and the business impact claimed. We will review direct service issues, but we do not automatically accept liability for lost bookings, rent loss, guest compensation, reviews, platform penalties or business interruption. Where a booking came through Bark, MyBuilder, Jobber, Gumtree or another platform, platform procedures may also apply. Customers should contact Perfect Living first and allow reasonable review before chargebacks or public allegations. Improper chargebacks may be defended with records, photos, invoices, messages and attendance notes.
6. Escalation and final position
If a customer disagrees with the initial response, they should explain why and provide any missing evidence. A senior review may consider the matter again. Once Perfect Living has reviewed the evidence, offered a reasonable remedy where appropriate, or explained why the complaint is rejected, we may issue a final position. These procedures do not remove statutory rights. They are intended to ensure that disputes are handled calmly, in writing and with enough evidence to reach a fair commercial outcome.
Send the booking reference, property address and the issue in writing.
Written communication gives both sides a clear record of the request, the agreed scope and any evidence needed for review.
