Complaints Procedure

Complaints Procedure for Man With a Van Shoreditch

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

1. Purpose of This Complaints Procedure

The purpose of this complaints procedure is to ensure that all customers of Man With a Van Shoreditch have a clear and fair route to raise concerns about the services they have received. This includes any issues arising from home or office moves, packing, loading, transport, or unloading of goods. We aim to handle all complaints in a timely, transparent, and consistent way.

2. What We Class as a Complaint

A complaint is any expression of dissatisfaction about our removal services, whether it is justified or not. This can include, but is not limited to:

Issues with punctuality or reliability of our man and van team; concerns about the handling, packing, loading, or unloading of items; disputes regarding pricing, quotations, or invoicing; concerns about staff conduct or communication; damage, loss, or delay relating to your belongings during a move.

If you are unsure whether your concern counts as a complaint, we encourage you to raise it with us so we can help clarify and address it.

3. How to Make a Complaint

You can make a complaint to Man With a Van Shoreditch in writing or verbally. Written complaints are preferred, as they help us keep an accurate record and respond more thoroughly. When making a complaint, please provide as much detail as possible, including:

Your full name; the date and approximate time of the service; the address where the removal service took place; a clear description of what went wrong and how it affected you; any relevant supporting information, such as booking references or photographs of damage.

If you make a complaint verbally, we may ask you to confirm key points in writing so we can avoid misunderstandings and keep a complete record of the issue.

4. Our Complaint Handling Stages

We handle complaints in structured stages to ensure that every concern about our man and van services is taken seriously and reviewed carefully.

Stage 1: Initial Response

Once we receive your complaint, we will acknowledge it as soon as reasonably possible. We will confirm that we have received your concerns and, where necessary, ask for any additional information we require to investigate properly.

Stage 2: Investigation

A member of our management team will review your complaint. This may involve speaking with the staff involved in your booking, checking schedules, reviewing any job notes, and assessing any photographs or evidence you have provided regarding your Shoreditch or wider removal service.

We aim to complete our investigation within a reasonable timeframe. If more time is required due to the complexity of the issue, we will let you know and keep you updated.

Stage 3: Outcome and Resolution

After we have completed our investigation, we will explain our findings to you and let you know what we can do to resolve the matter. Possible outcomes may include an explanation or apology, corrective action on future bookings, or, where appropriate and in line with our terms, a goodwill gesture or compensation for proven loss or damage.

Our response will set out the reasons for our decision and any next steps, so you understand how we reached our conclusion.

5. Time Limits for Complaints

To help us investigate effectively, we ask that complaints are raised as soon as possible after the service. For issues relating to damage or loss of items during a move, you should notify us promptly after noticing the problem. Delayed notifications may affect our ability to investigate and may limit the options available for resolution.

6. Your Responsibilities When Making a Complaint

To allow us to resolve your complaint fairly and efficiently, we ask that you:

Provide honest, accurate information about what happened; remain respectful and constructive in your communications with our team; cooperate with any reasonable requests for further details or evidence; keep copies of any relevant documents or photographs.

We reserve the right to end communication where behaviour is abusive, threatening, or unreasonable, but this will not prevent us from considering the substance of your complaint where possible.

7. Our Commitment to Fairness

Man With a Van Shoreditch will treat every complaint impartially. We will not treat you less favourably because you have raised an issue or expressed dissatisfaction with our man and van or removal services. We use the information from complaints to review our working practices, train our teams, and improve the experience we offer to customers using our transport and moving services.

8. Confidentiality and Data Protection

All complaints are handled in line with our data protection responsibilities. Information you provide will be used only for investigating and resolving your complaint, for internal record keeping, and for improving our services. We will not share your personal details with third parties except where required by law or where necessary to handle the complaint in line with applicable regulations.

9. Changes to This Complaints Procedure

We may update this complaints procedure from time to time to reflect changes in legislation, best practice, or our internal processes. The version available from us at the time you raise your complaint will apply to how we handle your concerns about our removal and man with a van services.

10. Feedback and Service Improvement

We value both complaints and general feedback. Even when a concern does not lead to a formal complaint, we record recurring themes and use them to review our performance, reliability, and customer care. This helps Man With a Van Shoreditch continue to refine its removal services and provide a consistent and professional experience for all customers.

If you have any questions about this complaints procedure or need help understanding how it applies to your situation, you can contact us and request further clarification. We are committed to dealing with all customers fairly and working towards a resolution wherever possible.