Complaints Policy

How to inform us of your complaint

You can contact us by calling 01865 587780 (Monday - Friday 09:00 - 17:00 (Excluding bank holidays), email us at customerservices@monarchhygiene.co.uk or write to us at:

Customer Services Department
Monarch Hygiene

Unit 16 Bicester Business Park

Telford Road

Bicester

Oxfordshire, OX26 4LD

Complaints Procedure

If we can’t resolve your complaint immediately through our Customer Service team, we will refer your concerns to our Head Office Complaints department.  

They will be responsible for seeing your complaint through to a final resolution.

• They will complete a thorough investigation into your concerns, doing what they can to resolve it over the phone or email within five working days.
• The complaints team will contact you within two working days of escalation and keep you informed on the progress of the investigation throughout.
• If your complaint is successfully resolved, the complaints team will confirm the resolution via email within 2 working days.