Complaints Procedure for Man and Van Shoreditch
Man and Van Shoreditch is committed to providing a reliable and professional removal service for customers planning moves of all sizes. We recognise that, on occasion, things may not go as expected. This Complaints Procedure sets out how you can raise a concern, how we will respond, and what you can expect from us at every stage.
Purpose of this Complaints Procedure
The purpose of this procedure is to give customers a clear and fair way to tell us when something has gone wrong. It also helps us investigate issues thoroughly and use the outcome to improve our man and van and removal services. We treat all complaints seriously, whether they relate to customer service, punctuality, handling of goods, billing, or any other part of our work.
What We Class as a Complaint
A complaint is any expression of dissatisfaction about the service you have received from Man and Van Shoreditch, where you would like a response. This may include, but is not limited to:
Service delays or missed appointments
Concerns about the handling, loading, unloading, or transport of items
Damage or loss of goods during a move
Issues with conduct, behaviour, or attitude of team members
Disputes about quotations, charges, or payment terms
Lack of communication or unclear information before, during, or after the move
If you are unsure whether your issue counts as a complaint, you are welcome to contact us and we will advise you on the best way to proceed.
How to Make a Complaint
We aim to make it as simple as possible to raise concerns about our removal services. You can submit a complaint in writing. When contacting us, please provide as much detail as possible so we can investigate quickly and effectively. Helpful information includes:
Your full name and the address where the service took place
The date of your move or scheduled booking
A clear description of what went wrong and how it affected you
Names of any team members involved, if known
Any reference numbers, booking confirmations, or invoices you have received
Photographs or other evidence, particularly for damage or loss, if available
What outcome you are seeking, such as an explanation, an apology, or a specific form of resolution
Timescales for Raising a Complaint
To allow us to investigate fairly, we ask that you raise any complaint as soon as reasonably possible after the issue arises. For complaints about damage or loss of items, we recommend notifying us within a short time of the move so that we can review the circumstances while details are still clear.
Our Approach to Handling Complaints
We handle all complaints in a way that is fair, transparent, and respectful. Our approach is based on the following principles:
Listening carefully to your account of what happened
Investigating all relevant facts before drawing conclusions
Acknowledging when we have made a mistake and putting it right where possible
Keeping you informed of the progress of your complaint
Using feedback to improve our man and van and removal services for future customers
Complaint Handling Stages
Stage 1: Initial Acknowledgement
Once we receive your complaint, we will record it and provide an initial acknowledgement. This acknowledgement will confirm that we are looking into the matter and will outline the next steps. We aim to acknowledge all complaints within a reasonable time frame.
Stage 2: Investigation
Your complaint will be reviewed by an appropriate member of our team. The investigation may include speaking with the staff involved, reviewing booking details, examining any photographs or documents provided, and, where relevant, visiting locations or inspecting items. We may contact you for further information or clarification during this stage.
Stage 3: Response and Outcome
When our investigation is complete, we will provide a written response explaining our findings and any decisions made. This response will address the points you have raised and outline any steps we will take to resolve the matter. Possible outcomes may include an explanation, an apology, corrective action to improve our service, or other forms of redress where appropriate and justified.
If You Are Not Satisfied with the Outcome
If you feel that your complaint has not been handled fairly or that important points were not fully considered, you may ask us to review the outcome. In doing so, please explain which aspects of the decision you disagree with and why. A further review will be carried out, where possible by someone who was not involved in the original investigation, to ensure a fresh and balanced perspective.
Complaints Involving Damage or Loss
For complaints involving damage to property or loss of items during a move, we may request supporting evidence. This can include photographs taken before and after the move, receipts, or other proof of value. We will assess each situation on its individual facts. Where our investigation shows that we are at fault, we will work with you to agree a fair and reasonable resolution, in line with our terms and conditions and any applicable legal requirements.
Confidentiality and Data Protection
All complaints are handled in confidence. Information you provide will only be shared with those who need it to investigate and resolve your complaint. We handle your personal data in accordance with our data protection obligations and do not disclose complaint details to third parties without a valid reason or your consent, except where required by law.
Using Feedback to Improve Our Service
Every complaint, whether large or small, is an important source of feedback for Man and Van Shoreditch. We regularly review the complaints we receive to identify patterns, training needs, and areas where our local removal and man and van services can be improved. By telling us when something has gone wrong, you help us enhance the experience of future customers.
Contacting Us About a Complaint
If you wish to make a complaint, please submit it to us in writing using your usual contact method for our company. For general questions about this Complaints Procedure, you may also reach out in writing and we will provide further information.
We are committed to handling all complaints fairly and promptly, and to maintaining a professional and trustworthy removal service for our customers.
Terrific Prices on Man and Van Shoreditch
Save money with the attractive deals on man and van Shoreditch services. Book today for a free quote.
| Transit Van | 1 Man | 2 Men |
| Per hour /Min 2 hrs/ | from £60 | from £84 |
| Per half day /Up to 4 hrs/ | from £240 | from £336 |
| Per day /Up to 8 hrs/ | from £480 | from £672 |
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Opening Hours: Monday to Sunday, 07:00-00:00
Postal code: E1 4LR
City: London
Country: United Kingdom
Web: https://manandvanshoreditch.org.uk/
Description: Please, do not hesitate and call us to get rid of all your relocation worries. We are the most trustworthy Shoreditch, N1 man with van crew.
