Complaints Procedure for Removals Shoreditch Customers
This complaints procedure explains how customers of Removals Shoreditch can raise concerns, how we handle those concerns, and what steps are available if you remain dissatisfied. Our aim is to resolve problems fairly, quickly, and transparently so that you can have confidence in the removal services you receive.
Our Commitment to Handling Complaints
We recognise that, despite our best efforts, issues can occasionally arise before, during, or after a move. When this happens, we are committed to:
Listening carefully to your concerns and understanding the impact on you.
Investigating complaints thoroughly and impartially.
Keeping you informed about what we are doing and how long it will take.
Providing clear explanations and fair outcomes, including remedies where appropriate.
Using feedback from complaints to improve our removal and relocation services.
What Counts as a Complaint
A complaint is any expression of dissatisfaction from a customer about our removals, packing, storage, or related services, where a response or resolution is expected. This can include concerns about:
Service quality or delays in collection, transport, or delivery.
Conduct, attitude, or professionalism of our staff or contractors.
Loss of or damage to your property during a move.
Accuracy of information given to you before you booked.
How we communicated with you about timings, pricing, or terms.
If you are unsure whether your issue is a complaint, you can still raise it. We will treat it appropriately and let you know how it will be handled.
How to Make a Complaint
You can raise a complaint in writing or verbally. Providing as much detail as possible will help us respond efficiently. Where possible, please include:
Your full name and the address associated with your booking.
Your booking or reference number if available.
The date of your move or the date the issue occurred.
A clear description of what went wrong and how it has affected you.
Any evidence that may help us, such as photographs, inventories, or written notes.
What outcome or resolution you feel would be fair.
If you raise a concern with a member of our removals team on the day of your move, we will try to resolve it immediately. If this is not possible, we will log it as a formal complaint to be reviewed in full.
Timescales for Raising a Complaint
We encourage you to contact us as soon as reasonably possible after the issue occurs. For damage or loss of items, it is particularly helpful if you notify us promptly so that we can investigate while details are still clear and any relevant evidence can be gathered.
Although we will consider complaints raised later, delays in reporting may affect the steps available to us or the accuracy of our investigation, especially where third parties or multiple addresses have been involved.
How We Handle Your Complaint
Once we receive your complaint, we will follow these stages:
Acknowledgement: We will acknowledge your complaint and confirm that it is being reviewed. Where possible, we will provide you with the name or role of the person responsible for handling your case.
Initial review: We will check the details of your booking, speak with any staff involved, and review relevant documentation such as inventories, schedules, and notes made on the day of the move.
Investigation: For more complex or serious matters, we may carry out a more detailed investigation. This could include obtaining written accounts from our team, reviewing any photographs provided, and checking vehicle logs or route details.
Response: Once our investigation is complete, we will provide a clear and reasoned response, explaining our findings, any contributing factors, and any steps we propose to take to resolve the matter.
We aim to provide a full response within a reasonable timeframe. If we need longer due to the complexity of the issue, we will let you know, explain why, and give you an updated timescale.
Possible Outcomes and Remedies
Depending on the circumstances of your complaint and our findings, possible outcomes may include one or more of the following:
A clear explanation or clarification about what happened and why.
An apology where we have fallen short of our standards.
Corrective action, such as arranging a revisit or additional service where appropriate.
Consideration of compensation in line with our terms and conditions and any agreed valuation or cover relating to your move.
Changes to our internal processes, staff training, or operational procedures to help prevent similar issues in future.
Any offer or remedy will take into account the specific details of your case, the service agreement in place, and any evidence provided.
If You Are Not Satisfied with Our Response
If you are unhappy with the outcome or believe important information has not been considered, you may request a further review. In doing so, please explain clearly which elements of the decision you disagree with and provide any additional information you feel is relevant.
We will then re-examine your complaint, which may involve a different member of our team or a more senior reviewer. We will confirm the result of this final internal review and explain the reasons for our decision.
Data Protection and Confidentiality
All complaints are handled in confidence. We will record the details of your complaint and our responses securely and will use this information only for the purposes of investigating and resolving your case, fulfilling our contractual obligations, and improving our services. Information is shared internally only with those who need it to address the issues raised.
Using Complaints to Improve Our Service
Every complaint provides us with valuable insight into how our removals operations are perceived and how they function in practice. We regularly review complaint data to identify patterns, recurring issues, or areas where further training or procedural changes may be required. By doing this, we aim to improve the quality, safety, and reliability of the moving services we deliver.
This complaints procedure is intended to be clear and accessible. If you need it in a different format or have questions about how it works, you can ask us to explain any part of it in more detail.
