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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.

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, 62-70 Shorts Gardens, Covent Garden, London, WC2H 9AH
Or by e-mail to customercare@laundrapp.com

Receiving Complaints

Complaints should be made through the designated channels listed above within 24 hours of delivery. 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 ComplaintAction
Agent (Driver) late for collection/deliveryIf 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/deliveryIf 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) complaintIf you have a complaint about our Agent (Driver) please contact the Customer Care team by email at customercare@laundrapp.com.



Nature of ComplaintAction
Quality of cleaningPlease 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 damagedPlease 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 lostPlease 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.



Nature of ComplaintAction for customer
I have been billed incorrectlyIf you have been billed incorrectly, please contact the Customer Care team by email at customercare@laundrapp.com.
My refund hasn’t been issuedIf 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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Laundrapp is the UK’s leading online laundry and dry cleaning service, offering unparalleled levels of quality cleaning right across London and up to 100 towns and cities. Our 5-star laundry service replaces the need for using your local laundrette or dry cleaner and offers a quick and convenient pick-up service direct from your home. Our free, award-winning app is available on both iOS and Android devices, however, you can also place your order online through our website.

Whether you are dry cleaning shirts, suits, blouses or dresses, or simply looking for a quality duvet-cleaning service, Laundrapp offers the highest quality and professional service direct to your door. Just ironing that you need? We also offer an iron-only service which means you'll never need to worry about ironing again.

Join the world’s fastest-growing laundry and dry cleaning revolution by scheduling a collection, then fill our provided laundry bags with your garments and we'll clean and deliver at a time and place that suits you. Our mobile laundry service is even backed by our quality guarantee. So forget queueing at your high-street laundrette – with Laundrapp, all your laundry, dry cleaning and ironing is taken care of.

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