Complaints Procedure
Shoreditch Movers Complaints Procedure
Shoreditch Movers is committed to providing a professional, reliable removal and relocation service. We understand that occasionally things may not go as planned, and when that happens we want to put matters right as quickly and fairly as possible. This Complaints Procedure explains how you can raise a concern about our services, how we will respond, and what you can expect at each stage of the process.
Our Commitment to Handling Complaints
We treat all complaints seriously and use them as an opportunity to improve our removal services. Our aims are to acknowledge your concerns promptly, investigate objectively, keep you informed, and provide a clear outcome. We will always treat you with respect and will not discriminate against any customer who raises a complaint.
What Counts as a Complaint
A complaint is any expression of dissatisfaction about the service you have received from Shoreditch Movers, whether related to domestic moves, office relocations, packing, loading and unloading, storage, or any other aspect of our work. This could include concerns about service quality, staff conduct, communication, delays, loss or damage, or how we have handled a previous query.
We encourage you to raise any issue as soon as possible so we have the best chance of resolving it quickly and effectively.
How to Make a Complaint
You can submit a complaint to Shoreditch Movers in writing. Written complaints help us record all relevant details accurately and ensure that nothing important is missed. Please include the following information when you contact us:
Your full name and contact details
Your moving date and the address or addresses involved
Your booking reference, if available
A clear description of what went wrong and when it happened
Details of any conversations you have already had with our team
Any supporting information that may help us understand the issue, such as inventories, photographs, or delivery notes
If you need help setting out your complaint, our team will assist you in recording the details clearly and accurately.
Timescales for Complaints
We recommend that you raise complaints relating to our removal services as soon as you are aware of the issue. For loss or damage to goods, you should tell us about the problem as soon as you notice it so that we can investigate effectively. Earlier notification makes it easier for us to review records, speak to staff, and assess any evidence.
Stage One: Acknowledgement and Initial Review
Once we receive your complaint in writing, we will record it in our internal system. We will then acknowledge your complaint in writing. Where possible, we will provide this acknowledgement within a reasonable timeframe from receiving your complaint.
In this initial stage we will:
Confirm that we have received your complaint
Provide the name or role of the person who will be handling it
Explain the next steps and expected timeframes for our response
Stage Two: Investigation
Your complaint will be investigated by a senior member of staff who was not directly responsible for the issue you have raised. This is to ensure that the investigation is fair and objective.
During the investigation we may:
Review your booking details, inventories, and service records
Speak with the removal crew, office team, or third parties involved
Assess relevant documents, photographs, or other evidence
Clarify any points with you if more information is needed
We aim to complete our investigation within a reasonable period. If, for any reason, we are unable to meet this timescale, we will let you know and explain why more time is needed.
Stage Three: Outcome and Response
Once the investigation is complete, we will write to you with our findings and the outcome. Our response will include:
A summary of the complaint you raised
Details of the steps we took to investigate
Our conclusions based on the information available
Any proposed resolution, which may include an apology, an explanation, corrective action, or another appropriate remedy
We will always aim to provide a clear and reasoned explanation for our decision, even if we do not uphold the complaint in full.
If You Remain Dissatisfied
If you are unhappy with the outcome of your complaint, you may ask us to review the decision. In that case, a different senior member of the team will re-examine the complaint, the investigation, and the outcome previously reached. Following this review, we will send you a further written response explaining whether we have changed or maintained our original decision and why.
Claims for Loss or Damage
Where your complaint includes a claim for loss or damage to items moved by Shoreditch Movers, we may need extra information or evidence to assess your claim properly. This could include photographs, proof of value, or repair estimates. We will explain what is required and how we will evaluate the claim, taking into account the terms and conditions agreed when you booked your removal.
We may also refer to any cover, insurance, or protection options that were selected at the time of booking and will handle such claims in line with those arrangements and our contractual obligations.
Confidentiality and Data Protection
All complaints are handled confidentially. Information you provide will be used only for the purposes of reviewing and responding to your complaint and for improving our services. We will store and process your information in line with our data protection responsibilities.
Continuous Improvement
We review complaints regularly to identify trends or recurring issues within our removal services. Where we see opportunities to improve our procedures, staff training, communication, or equipment, we act on these findings. This approach helps us reduce the likelihood of similar issues arising in the future and improves the overall customer experience with Shoreditch Movers.
Accessibility of this Procedure
This Complaints Procedure is available to all customers and potential customers of Shoreditch Movers. If you need this information in a different format or require assistance in making a complaint, please let us know so we can support you.
By setting out this clear process, Shoreditch Movers aims to ensure that any concerns about our moving and relocation services are dealt with promptly, fairly, and consistently.
