Complaints Procedure

Man with Van Shoreditch Formal Complaints Procedure

This Complaints Procedure explains how Man with Van Shoreditch handles concerns and complaints about our removal and transportation services. We aim to resolve issues quickly, fairly, and transparently, while continually improving our service across our operating areas.

Our Commitment to Resolving Complaints

We understand that moving can be stressful and that problems can occasionally arise. When they do, we are committed to listening carefully, responding promptly, and taking reasonable steps to put things right. We treat all complainants with respect and aim to resolve most issues at the earliest possible stage.

We use the information from complaints to review our working practices, staff training, and customer care, helping us improve our moving and transport services for future customers.

What This Procedure Covers

This procedure applies to complaints about:

Service quality during your move or collection and delivery, including punctuality, handling of goods, and driver or porter conduct.

Information provided before booking, including clarity of quotes, terms, and service descriptions.

Charges and billing, including concerns about fees, additional costs, or payment disputes.

Damage or loss of items, subject to our terms and conditions and any applicable insurance arrangements.

If your concern relates to matters outside our control, we will explain this clearly and, where possible, direct you to the appropriate party.

Raising a Concern Informally

In many cases, issues can be resolved quickly and informally. If a problem arises on the day of your move, please raise it with the driver or team leader as soon as possible. They will do their best to address your concern immediately, such as adjusting how items are handled, clarifying instructions, or reviewing any misunderstandings.

If the issue cannot be resolved on the day, or if you remain dissatisfied, you can submit a formal complaint as outlined below.

How to Make a Formal Complaint

To help us fully understand and investigate your complaint, please provide the following information when contacting us:

Your full name and any booking reference you have.

The date and location of the service provided.

A clear description of what went wrong, including timescales and who was involved if known.

Details of any loss or damage, including photographs if available.

What outcome you are seeking, for example an explanation, apology, correction, or compensation where appropriate.

Written complaints are preferred, as they help us keep an accurate record. However, we will accept complaints raised verbally and will record them in writing on your behalf.

Timescales for Making a Complaint

We recommend you submit your complaint as soon as possible after the issue arises, and no later than 14 days after the service date. This allows us to access relevant records, speak to the team involved, and assess any reported damage while the details remain clear.

Complaints made after this period may still be considered at our discretion, but our ability to investigate thoroughly may be reduced.

How We Will Handle Your Complaint

When we receive your formal complaint, we will follow these steps:

Acknowledgement: We will acknowledge receipt of your complaint and confirm that it is being reviewed. Where possible, we will provide the name or role of the person handling your complaint.

Initial Review: We will check the details you have provided, review your booking information and any relevant notes or photographs, and decide whether any further information is required from you.

Investigation: We may speak with the staff involved, review vehicle logs, schedules, inventories, and any other relevant records. If necessary, we may contact you to clarify specific points.

Outcome: Once our investigation is complete, we will explain our findings, any conclusions we have reached, and any actions we propose to take.

Response Times

We aim to resolve most complaints within 10 working days from the date of acknowledgement. If the matter is complex or requires additional investigation, this period may be extended. In such cases, we will inform you of the reason for the delay and provide an updated timescale.

All responses will be clear and in plain language, setting out what we have found, what we have done, and any options available to you.

Possible Outcomes and Remedies

Depending on the nature and findings of the complaint, outcomes may include:

A clear explanation of what happened and why.

A formal apology where our service has fallen below the standard you should reasonably expect.

Corrective action, such as staff training, changes to procedures, or amendments to future bookings.

Consideration of compensation or contribution towards losses, where appropriate and in line with our terms, conditions, and any agreed cover.

The fact that a complaint is made does not automatically result in compensation, but all requests are considered fairly and on a case by case basis.

If You Are Still Dissatisfied

If you are not satisfied with the outcome of your complaint, you may request that the decision be reviewed. In your request, please explain why you disagree with the decision and provide any additional information you believe is relevant.

A more senior member of our team will then review the handling of your complaint, the evidence considered, and the outcome offered. You will receive a further response once this review has been completed.

Data Protection and Confidentiality

All complaints are handled in confidence and in line with data protection requirements. Information is only shared internally with staff who need it to investigate and respond to your complaint. We keep records of complaints and outcomes so that we can monitor performance, identify trends, and improve our removal services over time.

Continuous Improvement

We treat every complaint as an opportunity to review and strengthen our service. Feedback, whether positive or negative, helps us refine our processes for home moves, office moves, and transport of individual items across our service area. By following this procedure, we aim to ensure that your concerns are taken seriously, investigated fairly, and used to improve the way Man with Van Shoreditch supports customers in future moves.