Mikes Cleaners Complaints Procedure

This document sets out the formal complaints procedure for Mikes Cleaners and its related services, including dry cleaning and garment care operations. It explains how a customer concern is acknowledged, investigated and resolved, and describes the roles within the organisation responsible for managing issues. The aim is to ensure a consistent, transparent and fair approach to all customer complaints and service disputes.

Scope and Purpose of Our Complaints Policy

This complaint handling policy applies to all interactions between customers and our teams, whether concerns arise from collection, cleaning, pressing, or delivery. The purpose is to provide a clear pathway that guides customers through submission, assessment and closure of a complaint while protecting customer privacy and ensuring timely responses.

What Constitutes a Complaint

A complaint can be any expression of dissatisfaction with the Mikes Cleaners quality, timing or handling of an item. Examples include:

• Claims of damage or loss during cleaning
• Unsatisfactory cleaning results or stains remaining
• Delays in promised turnaround times
• Perceived errors in labeling, tracking or item return

Issues that are not covered by this complaints procedure include routine enquiries about services, price quotations, and general product information. Those matters should be handled through standard customer service channels.

How to Submit a Complaint

To ensure a fair and efficient review, customers should provide a clear description of the concern, relevant dates, and any supporting documentation or photographs. Although specific contact methods are not included here, complaints should be submitted via the official channels provided at the point of service. Upon receipt, the organisation will log the complaint and issue an acknowledgement within a defined timeframe.

Initial Assessment and Acknowledgement
Once received, each complaint is screened to determine its nature and urgency. An initial assessment will identify whether immediate remedial steps are needed (for example, returning an item for rework). The complaint record will show the date of receipt, the person responsible for handling it, and the anticipated timeline for resolution. Customers will be informed of the expected process and any short-term actions being taken.

Investigation and Resolution Process

The investigation will be proportionate to the matter raised. Typical steps include:

• Review of service records and processing logs
• Examination of the affected item where practical
• Interviews with staff who handled the order
• Reference to care labels and processing instructions

Throughout the investigation, the priority is to identify corrective actions, which may include re-cleaning, repair recommendations, or other remedies that are appropriate and practical. Mikes Dry Cleaning personnel will consider the best possible outcome that protects the customer's interests and respects the integrity of the garment.

Escalation and Independent Review

If a complaint cannot be resolved to mutual satisfaction at the first level, it may be escalated to a senior manager or a designated complaints officer for further review. Where appropriate, an independent technical assessment may be sought to understand fabric behaviour, stain removal limitations, or damage causation. Escalation timelines will be communicated to the customer, and the case will be tracked until a final determination is reached.

Record-Keeping, Confidentiality and Data Handling Accurate records of complaints and their outcomes are maintained to support transparency, regulatory compliance and continuous improvement. Records are retained in accordance with organisational data policies, and access is restricted to individuals directly involved in resolution. Confidentiality is respected at all times, and personal data used in the complaints process is handled responsibly.

Remedies, Redress and Closure

When a complaint is upheld in whole or in part, remedies will be proportionate to the issue identified. Possible redress may include re-servicing an item, issuing a credit or voucher for future services, or offering an agreed alternative. Final resolutions are documented and communicated. Cases are closed when agreed actions have been completed and the outcome confirmed.

Commitment to Continuous Improvement Mikes Cleaners uses complaints as a source of learning. Patterns are reviewed regularly to identify systemic issues and to inform changes to training, equipment, procedures and quality checks. Staff training programs incorporate lessons learned to reduce recurrence of similar problems. Our goal is to reduce the need for complaints by improving service at every stage of the customer experience.