Complaints and service recovery

1. How to raise a concern

For a booking issue, use Report a problem from the relevant booking where possible.

You can also contact:

Customer support: [email protected]

Professional support: Pending confirmation: professional support email

Payments: Pending confirmation: finance contact email

Privacy: Pending confirmation: privacy contact email

Urgent safety route: Pending confirmation: urgent safety contact route

Call emergency services first where there is immediate danger.

2. Information to provide

Please provide the booking reference, service date, a clear description, steps already taken, the outcome requested, and relevant messages or evidence.

Do not send passwords, complete card details, complete bank details or unnecessary identity documents.

3. What Klinora reviews

Klinora may review booking and payment records, arrival and completion information, messages, customer and Klinora Pro statements, approved evidence, previous related cases and relevant quality information.

Klinora does not assume fault merely because a complaint was submitted.

4. Possible outcomes

Possible outcomes include explanation, no change, repeat performance, re clean, account credit, partial refund, full refund, payment correction, rematching, quality review, professional contribution request, Klinora goodwill remedy, or another proportionate resolution.

5. Response targets

Klinora aims to acknowledge a complaint within Pending confirmation: acknowledgement target and provide a substantive response within Pending confirmation: normal resolution target.

Complex cases may take longer. Klinora should explain material delay.

6. Escalation

If you disagree with the first outcome, ask for internal review using the case reference.

Final internal reviewer: Pending confirmation: role or team

7. Alternative dispute resolution

Klinora's approved alternative dispute resolution position is: Pending confirmation: adr body and whether klinora will use it

This page will be updated if that position changes.

8. Legal rights

This process does not restrict statutory consumer rights, data protection complaints, court access or another legal remedy.