Complaints Procedure
Last reviewed: 28 October 2026
Our commitment
We aim to resolve service concerns fairly, promptly and respectfully. This procedure is intended to make it easy to raise an issue and understand the next steps.
How to raise a complaint
Email hello@helpritelaundry.co.uk or call +44 131 287 7608. Include your name, preferred contact details, the service date, property or collection reference where relevant, a description of the issue and your preferred resolution. Do not send sensitive personal information unless needed.
Acknowledgement and investigation
We will acknowledge your complaint and explain the next steps. We may ask for photographs, booking details or other evidence. We aim to provide an initial response within five working days and a substantive update within 15 working days; complex matters may take longer and we will explain why.
Possible outcomes
Depending on the circumstances, solutions may include clarification, corrective work, service adjustment, a refund where due, or another proportionate remedy. Consumer statutory remedies remain unaffected.
If you remain dissatisfied
Please reply to request a review by a senior team member. We will explain the outcome and available next steps. This procedure does not limit your right to seek independent advice or pursue statutory remedies.
For questions, contact Helprite.