LaundryMan 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 regarding any complaints
- To ensure all complaints are investigated fairly and in a timely way
- To ensure that complaints are, wherever possible, resolved and that relationships are maintained to gather information that helps us to improve what we do
- To help us understand customer feedback, so as to improve our service
Definition of a Complaint
A complaint is any expression of dissatisfaction, whether justified or not, about any aspect of LaundryMan.
Where Complaints Come From
Complaints may come from any person or organisation who has transacted or had an experience with LaundryMan. A complaint can be received verbally, by phone, by email or in writing. This policy does not cover complaints from staff, who should use LaundryMan’s Discipline and Grievance policies.
Confidentiality
All complaint information will be handled sensitively and in accordance with LaundryMan’s data protection policies.
Responsibility
Overall responsibility for this policy and its implementation lies with the LaundryMan management team.
Review
This policy is reviewed regularly and updated as and when required.
Complaints Procedure of LaundryMan
Publicised Contact Details for Complaints:
Written complaints may be sent to LaundryMan by e-mail to support@laundry-man.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, LaundryMan will aim to resolve the issue as soon as possible. Customers may be asked to verify themselves using any personal information previously provided to LaundryMan 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 support@laundry-man.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 support@laundry-man.com |
| Agent (Driver) complaint | If you have a complaint about our Agent (Driver) please contact the Customer Care team by email at support@laundry-man.com |
Garments
| Nature of Complaint | Action |
|---|---|
| Quality of cleaning | Please note that at LaundryMan 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 support@laundry-man.com |
| Garment is damaged | Please note that at LaundryMan, we strive a quality result and take precaution for garment care If the garment is damaged, please contact the Customer Care team by email at support@laundry-man.com |
| Garment is lost | Please note that at LaundryMan, 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 support@laundry-man.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 support@laundry-man.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 support@laundry-man.com and mark the subject – “REFUND NOT RECEIVED”. Reporting of damage or loss must be made within 24 hours of delivery. |