Complaints Procedure

We take all complaints seriously. This procedure explains how to raise a concern about our routine planning platform or any related service provided by Removerinse.

1. How to Complain

You may submit a complaint by any of the following methods:

• Email: online@removerinse.world (subject line: "Complaint")
• Post: Complaints Team, Removerinse, Wallis Rd, Hounslow TW6 2GW, United Kingdom
• Telephone: +44 20 8283 5087 (Monday to Friday, 09:00 – 17:30)

Please include your name, contact details, a clear description of the issue, and any relevant reference numbers or dates.

2. Our Response Times

• Acknowledgement: within five working days of receiving your complaint
• Full response: within twenty working days. If we need more time, we shall inform you of the delay and provide a revised date

3. What Happens Next

Your complaint will be reviewed by a member of staff who was not directly involved in the matter. We shall investigate fairly, keep you informed of progress, and provide a written outcome explaining our decision and any remedial action.

4. Escalation

If you are dissatisfied with our response, you may request an escalation to our Managing Director, Eleanor Hartley, within fourteen days of receiving our final response. The Director shall review the complaint and respond within fifteen working days.

5. External Bodies

If your complaint relates to data handling, you may contact the Information Commissioner's Office (ICO) at ico.org.uk.

If your complaint relates to a consumer matter and remains unresolved, you may seek advice from Citizens Advice at citizensadvice.org.uk or use an approved alternative dispute resolution scheme. Details of ADR providers are available from the Chartered Trading Standards Institute.

6. Record Keeping

We retain complaint records for three years from the date of resolution, in accordance with our data retention policy and UK GDPR requirements.