Complaints Procedure

Complaints Procedure for Shoreditch Removal Clients

This complaints procedure explains how you can raise any concerns about our removal services and how we will respond. It applies to all customers using our moving and related services in Shoreditch and the surrounding areas. Our aim is to resolve any issues promptly, fairly and transparently.

Our Commitment to You

We are committed to providing a high standard of service on every move. If something goes wrong, we want to know about it so we can put things right and improve for the future. We treat all complaints seriously and handle them with respect, confidentiality and without discrimination.

We will always aim to:

Listen carefully to your concerns, understand what has happened and how it has affected you.

Respond within clear timeframes and keep you informed throughout the process.

Offer a fair outcome based on the facts, evidence and terms of our agreement.

Use your feedback to review and improve our removal services in Shoreditch and beyond.

What Counts as a Complaint

A complaint is any expression of dissatisfaction about our services, whether it relates to the booking process, our moving teams, timings, conduct, charges, damage, loss, communication or any other aspect of your experience with our removal company.

You can complain even if you are not sure who is at fault. You do not need to use any special wording. As long as you tell us you are unhappy and want us to look into something, we will treat it as a complaint.

How to Make a Complaint

You can raise a complaint in the way that is most convenient for you. You may contact us in writing or verbally. Where possible, we encourage written complaints as this helps us keep an accurate record of what happened and what you would like us to do.

When you make a complaint, please provide:

Your full name and any booking reference you have.

The date of your move and the addresses involved.

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

Details of any items damaged or missing, if relevant.

Copies of any supporting documents you may have, such as inventories, photographs or written notes.

What outcome you are seeking, for example an explanation, apology, remedial work or financial settlement.

The more detail you provide at the start, the easier it is for us to investigate your concerns thoroughly and efficiently.

Timescales for Raising a Complaint

To help us investigate effectively, please raise your complaint as soon as you become aware of a problem. For issues relating to damage or loss of items, we ask that you notify us as quickly as reasonably possible after the move.

Delays in reporting concerns may affect what we are able to do, particularly where third-party carriers, storage providers or other external factors are involved. However, we will always do our best to consider complaints raised in good faith, even if some time has passed.

How We Will Handle Your Complaint

Our procedure consists of clear stages designed to give you a prompt and fair response.

Stage 1: Acknowledgement

Once we receive your complaint, we will acknowledge it within a reasonable period. In our acknowledgement we will confirm that we have received your complaint, explain the next steps and provide an approximate timescale for our full response.

Stage 2: Investigation

Your complaint will be assigned to a member of our team who is responsible for investigating and responding. The investigation may involve contacting the moving crew, reviewing job notes, checking inventories, assessing photographs and examining any other relevant records.

We may contact you to request further information or clarification. This helps ensure that we fully understand your concerns and can consider all relevant details.

Stage 3: Response and Outcome

When the investigation is complete, we will send you a written response setting out:

A summary of your complaint and the issues raised.

The steps we took to investigate the matter.

Our findings and any relevant explanations.

Any apology, corrective action or compensation we consider appropriate.

If we do not uphold your complaint, we will explain why and outline the reasons for our decision as clearly as possible.

If You Are Not Satisfied

If you are unhappy with our response, you may ask us to review your complaint again. Please do so within a reasonable period and explain which parts of our decision you disagree with and why.

We will arrange for a more senior member of staff, who was not directly involved in the original investigation, to review the case. They will consider your complaint, our initial response and any new information you provide, and will then issue a final decision.

Claims for Loss or Damage

Where your complaint involves loss or damage to items, we will review the situation with reference to the terms and conditions agreed before your removal took place. This may include assessing the condition and value of items, the packing arrangements and any relevant exclusions or limits of liability.

We may ask for photographic evidence, proof of purchase, professional valuations or repair estimates. Any settlement we offer will be based on the terms of our agreement, the evidence available and the extent of the loss or damage.

Confidentiality and Data Protection

All complaints are handled in confidence. Information is only shared with team members who need it to investigate and respond. We store complaint records securely and use them to monitor performance, identify trends and improve our service.

We will handle any personal information you provide in line with our data protection obligations and our privacy practices. This may include securely retaining complaint records for a defined period.

Using Feedback to Improve Our Service

Every complaint is an opportunity for us to learn and improve. We regularly review complaint outcomes to identify recurring issues and develop better ways of planning and delivering removals across Shoreditch and surrounding areas.

By following this procedure, we aim to resolve your concerns as quickly and fairly as possible, while continuing to maintain and improve the quality of our moving services.