Complaints Policy of Laundrapp Ltd
Laundrapp views complaints as an opportunity to learn and improve for the future, as well as a chance to put things right for the person that has made the complaint.
Our policy is:
Definition of a Complaint
A complaint is any expression of dissatisfaction, whether justified or not, about any aspect of Laundrapp.
Where Complaints Come From
Complaints may come from any person or organisation who has transacted or had an experience with Laundrapp. A complaint can be received verbally, by phone, by email or in writing. This policy does not cover complaints from staff, who should use Laundrapp’s Discipline and Grievance policies.
All complaint information will be handled sensitively and in accordance with Laundrapp’s data protection policies.
Overall responsibility for this policy and its implementation lies with the Laundrapp management team.
This policy is reviewed regularly and updated as required.
Complaints Procedure of Laundrapp
Publicised Contact Details for Complaints:
Written complaints may be sent to Laundrapp to: Laundrapp Ltd
Or by e-mail to firstname.lastname@example.org
Complaints should be made through the designated channels listed above. Any other contact through unspecified channels may not be dealt with. When contacting us via email, please include the following details: name, contact number, order number and a detailed description of the issue. On receipt of the complaint, Laundrapp will aim to resolve the issue as soon as possible. Customers may be asked to verify themselves using any personal information previously provided to Laundrapp and by the order number.
How to Make a Complaint
Please refer to the tables below on how to make a complaint.
Collection and delivery
|Nature of Complaint||Action|
|Agent (Driver) late for collection/delivery||If the Agent (Driver) is late for collection/delivery of your items please contact the Customer Care team by email at email@example.com.|
|Agent (Driver) no show for collection/delivery||If the Agent (Driver) has failed to show for collection/delivery of your items please contact the Customer Care team by email at firstname.lastname@example.org.|
|Agent (Driver) complaint||If you have a complaint about our Agent (Driver) please contact the Customer Care team by email at email@example.com.|
|Nature of Complaint||Action|
|Quality of cleaning||Please note that at Laundrapp whilst every care will be taken, stain removal cannot be guaranteed.If you are unhappy with the quality of cleaning, please contact the Customer Care team by email at firstname.lastname@example.org.|
|Garment is damaged||Please note that at Laundrapp, we strive a quality result and take precaution for garment careIf the garment is damaged, please contact the Customer Care team by email at email@example.com.|
|Garment is lost||Please note that at Laundrapp, the utmost care is provided in processing clothing items received to avoid misplacement or loss of items.If the garment is lost, please contact the Customer Care team by email at firstname.lastname@example.org.|
|Nature of Complaint||Action for customer|
|I have been billed incorrectly||If you have been billed incorrectly, please contact the Customer Care team by email at email@example.com.|
|My refund hasn’t been issued||If your refund has not been received within 14 working days please contact Customer Care team by email at firstname.lastname@example.org
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