Complaints Procedure

Man and Van Shoreditch Complaints Procedure

Man and Van Shoreditch is committed to providing a reliable, professional and fair service for all customers using our man and van, removals and related services. We recognise that, on occasion, things may not go as planned. When this happens, we want to know about it so we can address your concerns and improve our service. This complaints procedure explains how you can raise an issue and how we will respond.

Purpose of this Complaints Procedure

The purpose of this procedure is to give customers a clear and fair process to follow if they are unhappy with any part of our service, including local moves, longer-distance removals, packing, loading, unloading or short-term storage handling. It sets out what we need from you, what you can expect from us and the timescales we aim to meet when dealing with complaints.

What Is a Complaint

A complaint is any expression of dissatisfaction about the service you have received from Man and Van Shoreditch, whether the concern is minor or more serious. Examples include concerns about punctuality, handling of possessions, conduct of staff, quality of packing, clarity of pricing or communication before, during or after your move. We treat all complaints seriously and use them as an opportunity to put things right and learn.

Who Can Make a Complaint

Any customer who has used, or has booked, our man and van or removals services can make a complaint. A complaint may also be made by someone acting on the customer’s behalf, provided they have the customer’s permission to do so.

How to Make a Complaint

We encourage you to raise any concerns as soon as possible, ideally within 7 days of your move or the event you are complaining about. This allows us to investigate while details are still fresh and supporting information is easier to obtain.

You can submit a complaint in writing. Please provide as much relevant information as you can, including:

The date of your move or booking, the collection and delivery addresses, a clear description of what went wrong and when, details of any conversations you have already had with our team, and any supporting information you feel is relevant, such as photographs of damage or copies of quotes and booking confirmations. The more detail you can provide, the more efficiently we can investigate.

What Happens After You Complain

When we receive your complaint, we will first acknowledge it. We aim to acknowledge all complaints within 3 working days. This acknowledgement will confirm that we have received your complaint and that it is being reviewed under this procedure.

We will then carry out an investigation. This may include reviewing booking records, job sheets, messages or notes taken on the day, speaking to the removal team involved and examining any photographs or supporting documents you provide. We aim to complete our investigation and provide you with a written response within 14 working days from the date we acknowledge your complaint.

Our Response to Your Complaint

Our written response will explain the outcome of our investigation, set out any findings and clarify whether your complaint has been upheld in full, in part or not upheld. Where we find that something has gone wrong, we will explain what we are doing to put the matter right and what steps we are taking to reduce the chance of a similar issue arising in future.

Depending on the nature of the complaint, possible outcomes may include an apology, clarification of our terms, corrective actions for future bookings, staff training or a gesture of goodwill. Where damage or loss to items is involved, our response will also refer to any relevant terms and conditions that applied to your move and the information you provided at the time of booking.

If You Are Not Satisfied With the Outcome

If you are unhappy with our response, you may ask for a further review. In your request for review, please clearly explain which parts of our decision you disagree with and provide any additional information you feel is relevant. A more senior member of the team, who was not directly involved in the original handling of your complaint, will review both the complaint and our initial response.

We aim to complete this review and provide a final written response within 14 working days of receiving your request for further consideration.

Time Limits for Making a Complaint

To allow a fair and thorough investigation, we recommend that complaints are raised as quickly as possible. Damage or loss to items should normally be reported within 7 days of the move. Complaints raised after a longer period may be more difficult to investigate fully, although we will still assess the information you provide and respond wherever possible.

Fair Treatment and Confidentiality

All complaints are handled in a fair, objective and respectful manner. Making a complaint will not affect the level of service you receive from us now or in the future. We treat your information in confidence and only share details within Man and Van Shoreditch where necessary to investigate and resolve your complaint.

Using Complaints to Improve Our Service

We review complaint records on a regular basis to identify patterns or recurring issues within our removals and man and van operations. This helps us improve training, refine our booking process, strengthen communication and enhance the overall customer experience for people using our services in our operating areas.

By following this complaints procedure, we aim to ensure that any issues are dealt with promptly, fairly and consistently, and that every complaint contributes to a better, more reliable service for all customers of Man and Van Shoreditch.