Complaints Procedure

Man and Van Shoreditch Complaints Procedure

Man and Van Shoreditch is committed to providing a reliable, professional and friendly removal service. We understand that, on occasion, things may not go as planned. When this happens, we want to know about it so we can put matters right and improve our service for future customers.

This complaints procedure sets out how you can raise a concern, how we will respond, and what you can expect from us throughout the process.

Scope of this complaints procedure

This procedure covers complaints relating to our man and van and removal services, including local moves, longer-distance jobs, item collection and delivery, packing assistance, and any related customer service issues. It applies to domestic and small business customers who have booked and used our services.

This procedure does not cover general enquiries, new booking requests, or routine feedback that does not involve dissatisfaction. Those matters will be dealt with through our normal customer service channels.

Our commitment to you

When you raise a complaint with Man and Van Shoreditch, we will:

Listen carefully to your concerns and treat your complaint seriously.

Be polite, respectful and fair at all times.

Acknowledge your complaint promptly and explain what will happen next.

Investigate the matter thoroughly and objectively.

Keep you informed of our progress and any findings.

Where appropriate, offer a fair and reasonable outcome.

Use what we learn from complaints to review and improve our services.

How to make a complaint

You can make a complaint as soon as you become aware of a problem with our man and van or removal service. The sooner you contact us, the easier it is for us to review the details and seek a resolution.

When raising a complaint, please provide the following information so that we can investigate effectively:

Your full name and any booking references.

The date and time of your move or collection.

The address where our service took place.

A clear description of what went wrong and when it occurred.

Details of any damage, loss, delay or other issue you experienced.

Any evidence that may support your complaint, such as photos, inventories, or notes taken on the day.

You may raise your complaint verbally or in writing using our usual contact channels. Written complaints are generally easier for us to track and investigate, but you may choose the method that is most convenient for you.

Time limits for raising a complaint

We recommend that you raise your complaint as soon as possible and ideally within 7 days of your move or delivery. Complaints about possible loss or damage to items should be raised within 48 hours of completion of the service, where possible.

We will always try to consider complaints made after these timeframes, but delays may make it more difficult for us to gather all the necessary information.

What happens after you make a complaint

Acknowledgement

Once we receive your complaint, we will acknowledge it as soon as reasonably possible. Where you have contacted us in writing, we will confirm that we have received your complaint and advise you of the next steps.

Initial review

We will carry out an initial review of the details you have provided. If we need more information to understand the issue fully, we will contact you to ask for clarification or further evidence.

Investigation

We will then investigate your complaint. This may include speaking to the team members involved in your move, checking schedules and job records, reviewing any photos or documents, and assessing any reported damage or delays.

We aim to complete our investigation and provide a response within a reasonable time. Where a complaint is more complex, we may need additional time. If so, we will let you know and keep you updated.

Outcome and response

Once we have completed our investigation, we will contact you with our findings and any proposed outcome. This may include:

An explanation of what happened and why.

Where appropriate, an apology.

Details of any corrective action we have taken or will take.

Where justified, an offer of a remedy in line with our terms and conditions, such as a partial refund or contribution towards repair or replacement, subject to agreed limits and exclusions.

We will always aim to reach a fair and reasonable conclusion based on the evidence available and our service terms.

If you are not satisfied with the outcome

If you feel that your complaint has not been resolved properly, you may ask for a further review. Please explain why you remain dissatisfied and what outcome you are seeking. We will then re-examine your complaint, taking into account any new information you provide.

Following this review, we will issue a final response confirming our position. This will mark the end of our internal complaints procedure.

Damage, loss and insurance considerations

Where a complaint relates to damage to property or loss of items during a removal job, any potential compensation will be considered in line with our terms and conditions and any applicable insurance cover. It is important that you report possible damage or loss as soon as you become aware of it and provide clear evidence, such as photographs or a written description.

Certain items may not be covered or may be subject to limited liability depending on how they were packed, their condition, and whether we were informed of their value in advance. We will explain how these factors apply to your individual case as part of our response.

Using complaints to improve our services

We view every complaint as a valuable opportunity to learn. We regularly review the feedback we receive about our man and van and removal services to identify patterns, training needs, and possible changes to our processes, equipment or customer communication.

By following this complaints procedure, you help us understand where things have gone wrong and give us the chance to improve how we plan, carry and complete moves for customers in our service areas.

Confidentiality and data protection

All complaints are handled confidentially. Information you provide will be used only for the purpose of investigating and resolving your complaint, and for improving our services. We will retain records of complaints and our responses in line with our data protection responsibilities and retention policies.

Contacting us about this procedure

If you have any questions about this complaints procedure, or if you need assistance in raising a concern about our removal services, please contact us using our usual communication channels. We are here to help, and we will do our best to make the process as straightforward as possible.



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Contact us

Company name: Man and Van Shoreditch Ltd.
Opening Hours:
Monday to Sunday, 07:00-00:00

Street address: 5 Calvert Ave
Postal code: E2 7JP
City: London
Country: United Kingdom

Latitude: 51.5262990 Longitude: -0.0766550
E-mail:
[email protected]

Web:
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