Shoreditch Man and Van Complaints Procedure

Shoreditch Man and Van is committed to delivering a reliable, efficient and professional removals and man and van service. We recognise that, on occasion, things may not go as planned. When this happens, we want to know about it so we can put things right and improve our service. This complaints procedure explains how you can raise a concern, how we will respond, and what you can expect at each stage.

Our Commitment to You

We aim to resolve complaints in a fair, transparent and timely manner. All complaints are taken seriously, whether they relate to moving day conduct, handling of goods, punctuality, communication, charges or any other aspect of our removals service. We will always treat you with respect and will expect the same courtesy in return.

We use the information from complaints to train our teams, refine our moving processes and reduce the likelihood of similar issues happening again.

What Counts as a Complaint

A complaint is any expression of dissatisfaction about our services that requires a response. This can include concerns about:

Service quality during loading, transport or unloading of your belongings

Damage, loss or incorrect handling of your goods

Conduct, attitude or professionalism of our moving staff

Accuracy or clarity of quotations and invoices

Delays, late arrival or missed appointments for your move

Any other problem that means you feel our service has fallen below a reasonable standard

Raising an issue does not affect your statutory rights or any other rights you may have in relation to our contract with you.

How to Make a Complaint

We encourage you to raise any concerns with us as soon as possible so we can investigate while the details are still fresh and, where possible, resolve matters quickly.

You can submit a complaint in writing. Please include:

Your full name

The date and address of the move or service

A clear description of what went wrong

Any relevant supporting details, such as inventory notes, photographs or written confirmations

What outcome or resolution you are seeking, where applicable

If your concern arises on moving day, please inform the team leader on site in the first instance. They may be able to resolve the matter immediately. However, if the issue cannot be resolved on the day, or you remain dissatisfied, you should follow the formal complaints process described here.

Time Limits for Raising a Complaint

To help us conduct a full and fair investigation, we ask that you submit your complaint as soon as reasonably possible, and in any event within a reasonable time after your move has taken place. Where your complaint relates to potential damage or loss, we may ask for additional information or evidence to support your claim.

Stage One: Acknowledgement

Once we receive your written complaint, we will acknowledge it. Our acknowledgement will confirm that your complaint has been received, outline the next steps and provide an indicative timescale for our response.

In most cases, we aim to acknowledge your complaint within a short period of receiving it. If we anticipate any delay in acknowledging your complaint, we will do our best to let you know why.

Stage Two: Investigation

Your complaint will be reviewed by a member of our management team who was not directly involved in the matter being complained about, wherever possible. They may: review the booking details, inventory and job notes; speak with staff who attended your removal; consider any photographs or documents you supply; and, where appropriate, seek any further clarification from you.

Our aim is to conduct a thorough and impartial investigation, focusing on the facts and the circumstances of your particular move.

Stage Three: Response and Proposed Resolution

After we complete our investigation, we will send you a reasoned written response. This will usually include:

A summary of your complaint

The steps we took to investigate the matter

Our findings, including whether your complaint is upheld in full, in part or not upheld

Any proposed resolution, which may include practical remedies, service improvements, goodwill gestures or other appropriate measures

We aim to provide this written outcome within a reasonable timeframe from acknowledgement. If more time is needed due to the complexity of the complaint or the availability of information, we will keep you informed of progress and revised timescales.

If You Remain Dissatisfied

If you are not satisfied with our response at the conclusion of our internal process, you may contact us again to explain why you believe your complaint remains unresolved. We will review any further information you provide and, if appropriate, carry out a secondary review by a more senior member of staff.

Once this further review is complete, we will write to you with our final position. At this stage, our internal complaints process will be considered exhausted. You may wish to seek independent advice regarding any remaining concerns.

Claims for Damage or Loss

Where your complaint involves alleged damage or loss of items during your move, you should notify us as soon as you become aware of the issue. We may request photographs, descriptions of the damage, proof of value, or any relevant receipts or reports. This information helps us assess the circumstances and determine the appropriate outcome in line with our terms and conditions and any applicable legal obligations.

We will always consider such claims carefully and aim to reach a fair and proportionate resolution, taking into account the nature of the item, its condition at collection, the services we agreed to provide and any limitations set out in our contract.

Confidentiality and Data Protection

Any personal information you provide as part of your complaint will be treated confidentially and used only for the purposes of handling and reviewing your complaint, training our team and improving our services. We will store and process your information in line with our data protection obligations and only retain it for as long as reasonably necessary.

Continuous Improvement

Feedback, including complaints, is an important part of maintaining and improving the quality of our removals and man and van services. We periodically review complaints data to identify trends, recurring issues and opportunities to refine our procedures, staff training and customer communication. By following this complaints procedure, you help us ensure a better, more reliable moving experience for all our customers in the future.