Complaints Procedure
Complaints Procedure for Man and a Van Shoreditch
This Complaints Procedure explains how customers of Man and a Van Shoreditch can raise concerns about our removal and man and van services, and how we will respond. Our aim is to provide a clear, fair and timely process that helps us resolve issues and continually improve our home and office moving services.
Our Commitment to Handling Complaints
We take all complaints seriously and view them as an opportunity to review and enhance our service. Whether your concern relates to punctuality, handling of your belongings, communication, billing, or conduct of staff, we will investigate and respond in a professional and respectful manner.
We are committed to:
Listening to your concerns carefully and objectively.
Acknowledging your complaint promptly.
Carrying out a fair and thorough investigation.
Providing a clear explanation of our findings and any actions taken.
Using feedback to improve our removals and man and van operations.
What Is a Complaint
A complaint is any expression of dissatisfaction about our services provided by Man and a Van Shoreditch, whether justified or not, where a response is expected. This may include:
Concerns about the quality of our moving or delivery services.
Issues with timeliness, scheduling or reliability of a booked job.
Damage, loss or handling of items during collection, transit or delivery.
Concerns about the attitude, behaviour or professionalism of our staff.
Disputes relating to charges, quotes or invoices.
How to Make a Complaint
We encourage you to raise any concerns as soon as possible, so that we can address them quickly. You can make a complaint verbally or in writing. When doing so, please provide as much detail as you can, including:
The date and time of the service.
The collection and delivery locations.
A clear description of the issue and how it has affected you.
Names or descriptions of staff involved, if known.
Any supporting information, such as photographs of damage or copies of documents.
Complaints made directly to a member of our team on the day of the move may often be resolved immediately. If the issue cannot be resolved on the spot, or if you prefer not to discuss it at the time, you can raise a formal complaint afterwards in writing.
Time Limits for Raising a Complaint
To help us investigate effectively, we ask that complaints are raised within a reasonable time of the issue occurring. For concerns about service quality, behaviour or scheduling, we recommend contacting us within 14 days of the move. For complaints involving damage or loss of items, please notify us as soon as you become aware of the issue so we can review our records and speak to the staff involved.
How We Will Respond
Once we receive your complaint, we will follow these steps:
Acknowledgement: We will acknowledge your complaint as soon as reasonably possible to confirm that it is being reviewed.
Initial assessment: We will assess the nature of the complaint, the information you have provided and any further details we may need. We may contact you to clarify certain points or request additional evidence.
Investigation: Depending on the complexity of the issue, we may speak to the staff involved, review job records, schedules, photographs, vehicle logs or other relevant documentation.
Outcome: After completing our investigation, we will provide you with a written or verbal response explaining our findings, any conclusions we have reached and any actions we will take.
We aim to resolve most complaints within 14 days. More complex matters may take longer, but we will keep you updated on progress if more time is required.
Possible Outcomes and Remedies
Our response will depend on the outcome of our investigation. Where your complaint is upheld, possible remedies may include:
An explanation and, where appropriate, an apology.
Corrective action to put things right where reasonably possible.
A review of our working practices, training or procedures to prevent a recurrence.
In some cases, consideration of a financial remedy in line with our terms and conditions and any relevant limitations.
If your complaint is not upheld, we will explain clearly why this is the case and the reasons for our decision.
If You Are Not Satisfied with the Outcome
If you are unhappy with the outcome of your complaint or believe it has not been handled fairly, you may request that your complaint is reviewed again. In your request for a review, please explain which aspects of the original decision you disagree with and provide any further information you consider relevant.
Following this review, we will provide a final response outlining our position. This will usually conclude our internal complaints process.
Confidentiality and Data Protection
All complaints are handled in confidence. Information you provide will be used only for the purpose of investigating your complaint, responding to you and improving our services. We will keep records of your complaint and our response in line with our data protection obligations and record-keeping practices.
Using Complaints to Improve Our Service
Man and a Van Shoreditch is committed to continuous improvement across all aspects of our removal and man and van services. We regularly review complaints and feedback to identify recurring issues, training needs or changes that could enhance reliability, safety and customer experience. By raising concerns with us, you help us to maintain and improve standards for all customers.
This Complaints Procedure is intended to be clear and accessible. If you have any questions about how it works or need assistance in submitting a complaint, please let us know so we can support you through the process.
