Complex or Unresolved Complaints Policy
At Your Laundry Room, we are committed to fostering an environment of self-love, mindfulness, compassion, gratitude, unity, service, integrity, innovation, sustainability, and technology. In line with these values and the natural seasons of life itself - we understand that complaints may arise from time to time, and we are dedicated to addressing them with care and consideration.
1. Self-Love and Compassion
We recognize that unresolved complaints can sometimes evoke feelings of frustration or disappointment. In such instances, we encourage our customers to practice self-love and compassion towards themselves and others involved. We aim to address concerns with empathy and understanding, ensuring every interaction leaves our customers feeling valued and respected.
2. Mindfulness and Gratitude
When addressing complex complaints, we approach each situation with a present-moment awareness and a sense of gratitude for the opportunity to improve. We express appreciation for the feedback provided by our customers, acknowledging that it allows us to grow and enhance our services. Mindful consideration is given to every aspect of the complaint resolution process, fostering a culture of mindfulness and gratitude within our organisation for our community and our employees.
3. Unity and Service
Complex complaints often require collaboration and unity among our team members. We celebrate the diversity of perspectives and experiences with our organisation, recognizing the interconnectedness of all beings. Our commitment to service drives us to work together to find solutions that uplift and support our customers and community.
4. Integrity and Innovation
In addressing unresolved complaints, we uphold the highest standards of honesty, transparency, and ethical conduct. We continuously seek innovative approaches to problem-solving, embracing creativity and adaptability to meet the evolving needs of our customers. Our dedication to integrity ensures that all interactions are conducted sincerity and authenticity.
5. Sustainability and Technology
As a laundry business with a mindful and purposeful drive, we are deeply committed to environmental sustainability. In resolving complaints, we strive to minimize our ecological footprint by utilizing eco-friendly practices and technologies whenever possible. We embrace technological advancement that streamline our processes and improve efficiency, ensuring a seamless and convenient experience for our customers while prioritising sustainability
Complaint Resolution Process
1. Acknowledgement
Upon receiving a complex or unresolved complaint, we aim to promptly acknowledge its receipt and express our commitment to resolving it in a timely manner. This may occur vis verbal or alternative forms of communication, including emails or letters. After a complaint is lodged, the team at Your Laundry Room will respond within two weeks of your initial complaint.
2. Investigation
Our team conducts a thorough investigation into the nature of the complaint, gathering relevant information and consulting with all parties involved.
3. Communication
We maintain open and transparent communications with the customer and relevant parties throughout the resolution process, providing regular updates and seeking input to ensure considerations, needs, and concerns are addressed effectively
4. Resolution
Drawing upon our values and compassion, unity, and innovation, we work collaboratively to find a fair and satisfactory resolution to the complaint, striving to exceed the customer’s expectations whenever possible
5. Follow-Up
After the complaint has been resolved, we follow up with the customer to ensure their satisfaction and to express our gratitude for their patience and understanding
6. Feedback and Continuous Improvement
We view every complaint as an opportunity for growth and learning. Feedback received through the complaint resolution process is carefully analysed and used to identify areas for improvement in our products, services, and internal processes.
Through continuous innovation and adaptation, we remain committed to providing the highest quality experience for our customers while upholding our values of mindfulness, compassion, and sustainability.