Complaint Policy


Complaints Policy of PicknDrop Services Ltd
Pickndrop 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 and to gather information which helps us to improve what we do
• To help us understand customer feedback to improve our services

Definition of a Complaint
A complaint is any expression of dissatisfaction, whether justified or not, about any aspect of Pickndrop’s services.
Where Complaints Come From
Complaints may come from any person or organisation that has transacted or had an experience with Pickndrop. A complaint can be received verbally, by phone, by email or in writing. This policy does not cover complaints from staff, who should use Pickndrop’s Discipline and Grievance policies.
Confidentiality
All complaint information will be handled sensitively and in accordance with Pickndrop’s data protection policies.
Responsibility
Overall responsibility for this policy and its implementation lies with the Pickndrop management team.
Review
This policy is reviewed regularly and updated as required.

Complaints Procedure of Pickndrop
Publicised Contact Details for Complaints:
Written complaints may be sent to Pickndrop: Pick and Drop Services Ltd.
Or by e-mail to customer@pickandrop.co.uk
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, Pickndrop will aim to resolve the issue as soon as possible. Customers may be asked to verify themselves using any personal information previously provided to Pickndrop 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
  1. Agent (Driver) late for collection/delivery
    Action: If the Agent (Driver) is late for collection/delivery of your items please contact the team by email at customer@pickandrop.co.uk
  2. Agent (Driver) no show for collection/delivery
    Action: If the Agent (Driver) has failed to show for collection/delivery of your items please contact the team by email at customer@pickandrop.co.uk
  3. Agent (Driver) complaint
    Action: If you have a complaint about our Agent (Driver) please contact the team by email at customer@pickancdrop.co.uk.
Garments
Nature of Complaint
  1. Quality of cleaning
    Action: Please note that at Pickndrop whilst every care will be taken, stain removal cannot be guaranteed. If you are unhappy with the quality of cleaning, please contact the team by email at customer@pickancdrop.co.uk.
  2. Garment is damaged
    Action: Please note that at Pickndrop, we strive to achieve quality result every time and take precaution for garment care. If the garment is damaged, please contact the team by email at customer@pickancdrop.co.uk
  3. Garment is lost
    Action: Please note that at Pickndrop, 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 team by email at customer@pickancdrop.co.uk
Payments
Nature of Complaint
  1. I have been billed incorrectly
    Action: If you have been billed incorrectly, please contact the team by email at customer@pickancdrop.co.uk
  2. My refund hasn’t been issued
    Action: If your refund has not been received within 14 working days please contact the team by email at customer@pickancdrop.co.uk and mark the subject – “REFUND NOT RECEIVED”. Reporting of damage or loss must be made within 24 hours of delivery.