Complaints Procedure
Man with Van Shoreditch Complaints Procedure
This Complaints Procedure explains how you can raise a concern about any aspect of the services provided by Man with Van Shoreditch. We aim to provide a reliable, professional removal service, but if something goes wrong, we want to know about it so we can put it right and improve our standards.
Our Commitment to You
We take all complaints seriously and treat every concern with respect and fairness. Our goals when handling a complaint are to:
Listen carefully to what has happened from your perspective.
Investigate the matter thoroughly and impartially.
Respond within reasonable timeframes and keep you informed.
Offer a clear outcome and, where appropriate, a remedy or explanation.
Use your feedback to improve our removal and transport services.
What Counts as a Complaint
A complaint is any expression of dissatisfaction about our moving or related services, whether justified or not. This can include, but is not limited to:
Concerns about how your property, belongings, or premises were handled.
Issues with punctuality, reliability, or completion of agreed work.
Concerns about the conduct, behaviour, or professionalism of our team.
Disagreement about charges, quotes, or the description of services provided.
Any situation where you feel we have not met the standard of service you reasonably expected.
How to Make a Complaint
You can make a complaint in writing or verbally. We encourage you to raise issues as soon as possible after the event so we can investigate while details are still clear.
When submitting your complaint, please provide:
Your name and the address where the service took place.
The date and approximate time of the move or service.
A clear description of what went wrong and how it has affected you.
Any supporting information, such as inventory notes, photographs, or written agreements you may have.
How you would like us to resolve the matter, if you have a preferred outcome.
Stage One: Initial Review
Once we receive your complaint, we will acknowledge it as soon as reasonably possible. During the initial review we will:
Confirm that we have received your complaint.
Record the details in our internal log.
Identify the key issues and the people or services involved.
Decide whether we can resolve it immediately or if a more detailed investigation is required.
Where the matter is straightforward, we may be able to resolve it at this stage by offering a clear explanation, correcting an error, or agreeing a practical solution with you.
Stage Two: Investigation
If your complaint cannot be resolved straight away, it will move to a more detailed investigation. This stage may include:
Reviewing the booking details, service notes, and any relevant documentation.
Speaking with the team members involved in your move or service.
Considering any evidence you have provided, such as photos or written correspondence.
Assessing whether our usual standards and procedures were followed.
We aim to complete this investigation within a reasonable period. If for any reason we anticipate a delay, we will let you know and explain the reason, along with an updated timescale.
Stage Three: Outcome and Response
When the investigation is complete, we will provide you with a clear response. This will usually include:
A summary of the issues you raised.
An outline of the steps we took to investigate.
Our findings based on the information available.
Any decision we have reached and the reasons for it.
Details of any remedy, goodwill gesture, or service improvement we are implementing.
Where we uphold your complaint in full or in part, we will aim to offer a fair and proportionate remedy. This may vary depending on the nature of the issue, the impact on you, and the terms agreed for your move.
If You Remain Unhappy
If you are not satisfied with the outcome, you may ask us to review the decision. When requesting a review, please explain which elements of the outcome you disagree with and why. We will then consider whether any further information or reassessment is appropriate.
While we will always seek to resolve matters directly with you, there may be circumstances where your rights are also protected by consumer law or other legal provisions. You may wish to seek independent advice if you feel this is necessary.
Time Limits for Complaints
We encourage you to raise any concerns as soon as you can after the service has been provided. Where a complaint relates to loss, damage, or potential insurance matters, it is particularly important that we are informed promptly so we can assess the situation properly.
How We Use Complaints to Improve
Every complaint, whether large or small, helps us understand how we can enhance our removal and transport services. We regularly review the type and frequency of complaints so that we can:
Identify patterns and recurring issues.
Improve staff training and guidance.
Refine our booking processes, estimates, and communication.
Review and improve how we handle customers possessions and property.
Our aim is to use your feedback to deliver a smoother, more reliable moving experience for all customers.
Confidentiality and Data Protection
All complaints are handled in confidence. Information about your complaint will be shared only with those who need it to investigate and resolve the matter. We handle your personal information in line with our wider data protection obligations and retain complaint records only for as long as necessary for legal, regulatory, and service improvement purposes.
Changes to This Complaints Procedure
Man with Van Shoreditch may update this Complaints Procedure from time to time to reflect changes in our practices, legal requirements, or industry standards. The version in force at the time you raise your complaint will apply to how we handle your case.
