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Complaints Policy

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:

  • To provide a fair complaints procedure which is clear and easy to use for anyone wishing to make a complaint
  • To make our complaints procedure accessible so that people know how to contact us to make a complaint
  • To make sure all complaints are investigated fairly and in a timely way
  • To make sure that complaints are, wherever possible, resolved and that relationships are maintained to gather information which helps us to improve what we do
  • To help us understand customer feedback to improve our service

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.

Confidentiality
All complaint information will be handled sensitively and in accordance with Laundrapp’s data protection policies.

Responsibility
Overall responsibility for this policy and its implementation lies with the Laundrapp management team.

Review
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 customercare@laundrapp.com

Receiving Complaints

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 customercare@laundrapp.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 customercare@laundrapp.com.
Agent (Driver) complaint If you have a complaint about our Agent (Driver) please contact the Customer Care team by email at customercare@laundrapp.com.

 

Garments

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 customercare@laundrapp.com.
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 customercare@laundrapp.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 customercare@laundrapp.com.

 

Payments

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 customercare@laundrapp.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 customercare@laundrapp.com and mark the subject – “REFUND NOT RECEIVED”. Reporting of damage or loss must be made within 24 hours of delivery.

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