Our Promise
We take complaints seriously.
Our goal is to fix the issue quickly, fairly, and with minimum hassle.
What Counts as a Complaint?
Any customer feedback where they’re unhappy with:
- Cleanliness or condition of a toilet or welfare unit
- Missed or late service
- Delivery or collection issues
- Driver behaviour or access issues
- Billing or pricing concerns
- Communication problems
How Customers Can Raise a Complaint
Customers can contact us via:
- 📞 Phone: 0345 565 2680
- ✉️ Email: info@getloos.co.uk
- 📱 Replying to any Get Loos email
- 💬 WhatsApp (if previously used)
We do not require forms, accounts, or paperwork.
Logging the Complaint (Internal)
As soon as a complaint is received:
- Log it in the CRM / job notes
- Record:
- Customer name
- Site address
- Date & time
- Issue type
- Urgency (Low / Medium / High)
Response Times
We aim to:
- Acknowledge all complaints within 4 working hours
- Resolve most complaints within 24 working hours
Urgent issues (health, safety, access, or events):
- Prioritised same day where possible
Investigation
We will:
- Review service records, job cards, photos, and driver notes
- Speak to the driver or team member involved
- Contact the customer if more info is needed
We keep the customer updated if resolution will take longer than expected.
Resolution Options
Depending on the issue, we may:
- Re-attend site
- Carry out an additional clean or repair
- Replace the unit
- Adjust or credit an invoice
- Refund part or all of a charge
- Apologise and explain what went wrong
Our focus is fixing the problem, not blaming.
Communication with the Customer
We will:
- Explain what happened in plain English
- Confirm what action we’ve taken
- Let them know how we’ll prevent it happening again
We keep communication polite, calm, and honest at all times.
Escalation
If a customer is unhappy with the resolution:
- The complaint is escalated to a Director
- A final response will be issued within 48 hours
Learning & Improvement
All complaints are reviewed regularly to:
- Spot trends
- Improve processes
- Train staff
- Improve service quality
Complaints help us get better.
Our Attitude
We believe in:
- Trust
- Transparency
- Doing the right thing
Mistakes happen.
How we fix them matters more.