Complaints Procedure

Man with Van Shoreditch Complaints Procedure

Man with Van Shoreditch is committed to providing a reliable and professional removal service. We understand that, on occasion, things may not go as planned. This complaints procedure explains how you can raise a concern about our services, how we will respond, and what you can expect from us throughout the process.

Purpose of This Complaints Procedure

The aim of this procedure is to provide a clear and fair process for resolving complaints relating to our moving and transport services. We use all feedback, including complaints, to review our performance and to make improvements to the way we operate across our service area.

What This Procedure Covers

This complaints procedure applies to all services provided by Man with Van Shoreditch, including household moves, office moves, item collection and delivery, and related loading, unloading and transport activities. It covers issues such as service quality, conduct of team members, lateness, damage or loss, and administration or billing concerns.

This procedure does not cover matters that are considered emergencies, disputes with third parties such as building managers, or issues that are already the subject of legal proceedings. In such cases, we may provide information or guidance, but the complaints procedure may not apply in full.

How to Make a Complaint

If you are unhappy with any aspect of our service, we encourage you to raise the issue as soon as possible. In many cases, problems can be resolved quickly and informally by speaking to the driver or team leader on the day of the move. If the matter cannot be resolved at the time, or if you prefer not to raise it on the day, you can submit a formal complaint.

When making a formal complaint, please provide the following information so we can investigate effectively:

The date of your move or booking, the address where the service took place, a clear description of what went wrong, including times and any relevant details, details of any damage, loss or additional costs you believe were caused, and what outcome you are seeking, such as an explanation, apology, remedial action or compensation.

You may submit a complaint in writing using your preferred communication method. We recommend keeping copies of any correspondence, photos of damage, and any other supporting information.

Time Limits for Making a Complaint

To help us investigate properly, we ask that complaints are raised as soon as reasonably possible after the service was provided. For issues involving alleged damage or loss of items, we recommend that you contact us within a short time frame from the date of your move, so that we can gather accurate information, review records and, where appropriate, inspect any reported damage.

Our Acknowledgement of Your Complaint

Once we receive your complaint, we will log it in our internal system and assign it to a member of our management team for review. We will send you an acknowledgement confirming that we have received your complaint and outlining the next steps in the process.

In our acknowledgement, we will confirm who is handling your complaint, the expected timescale for our investigation, and whether we need any further information from you at this stage.

How We Investigate Complaints

We will carry out a fair and thorough investigation of your complaint. This may involve speaking to the staff members who attended your job, reviewing booking details, schedules and any communications, inspecting photographs or other evidence you have provided, visiting the property or location where the issue occurred when appropriate, and reviewing our relevant policies, procedures and service terms.

We may contact you during the investigation if we need clarification or additional information. Our aim is to understand what happened, why it happened, and what we can do to resolve the issue and reduce the chance of it happening again.

Timescales for Responding

We will aim to provide you with a full written response within a reasonable period from the date we acknowledge your complaint. In more complex cases, where we require additional time to gather information, we will keep you updated on progress and let you know when you can expect a full response.

Our Response and Possible Outcomes

Once our investigation is complete, we will write to you with a clear explanation of our findings and any actions we propose to take. Depending on the circumstances, possible outcomes may include an explanation of what occurred and why, a formal apology where we have fallen short of our standards, corrective action to put things right where practical, improvements to our processes or staff training based on lessons learned, and, where appropriate and in line with our terms and conditions, an offer of compensation or a partial refund.

If we find that we are not at fault, we will explain our reasoning and provide any relevant evidence or information that supports our conclusion.

If You Remain Dissatisfied

If you are not satisfied with our initial response, you may ask for a review of your complaint. This review will be carried out, where possible, by a different member of the management team who was not directly involved in the original decision.

During the review, we will reconsider the complaint, the evidence provided, and the outcome previously offered. We may request further information from you or from staff members involved. After the review, we will provide a final response setting out our conclusion.

Use of Complaints to Improve Our Service

Man with Van Shoreditch treats all complaints seriously and uses them as an opportunity to improve our moving and transport services. We regularly review complaint trends to identify recurring issues, areas for additional staff training, and updates that may be needed to our procedures or communication with customers.

By following this complaints procedure, our aim is to handle your concerns fairly and promptly, maintain transparency in how we deal with problems, and continue to build trust with customers across the areas we serve.

Confidentiality and Data Protection

All complaints are handled in confidence and in line with applicable data protection requirements. Information you provide will be used only for the purpose of investigating and resolving your complaint, for monitoring our performance, and for improving our services. We will retain complaint records for an appropriate period in accordance with our internal policies and legal obligations.

If you have any questions about this complaints procedure, or if you require assistance in making a complaint, please contact us using your usual method of communication and we will be happy to help explain the process.