This complaints procedure explains how you can raise concerns about our removal services in Shoreditch and how we will respond. Our aim is to provide a reliable, professional moving service, and that includes dealing with complaints in a fair, transparent and timely manner.
We understand that moving home or business premises can be stressful, and any issues with a removal service can make that experience more difficult. We are committed to listening carefully, investigating concerns thoroughly, and putting things right where we have made a mistake. Every complaint is treated seriously and used as an opportunity to improve our service.
This procedure applies to any concern or complaint related to our removal services, including but not limited to:
• Domestic and office moves to, from, or within Shoreditch and surrounding areas
• Packing, loading, transportation and unloading of goods
• Storage services linked to your removal
• Staff conduct and customer service
• Handling of quotations, bookings, and payments
It does not cover disputes that are already the subject of legal proceedings or matters that fall outside our control, such as delays caused by extreme weather or road closures.
You can make a complaint in writing or by speaking to a member of our team. We encourage you to provide as much detail as possible so we can investigate your concerns effectively. When raising a complaint, please provide:
• Your full name
• Your service address and moving date
• A clear description of what went wrong
• Any relevant supporting information, such as inventory details or photographs
• How you would ideally like us to resolve the issue
Complaints should be raised as soon as reasonably possible, ideally within a short period of the move or incident, so that we can access accurate information and evidence.
In many cases, issues can be resolved quickly and informally by speaking with the team member in charge of your move or with our office staff. We will:
• Listen carefully to your concern
• Clarify any details and ask questions where needed
• Try to provide an explanation or solution on the spot
• Agree any immediate practical steps to put things right where possible
If you are not satisfied with the outcome at this stage, or if the matter is more serious or complex, you may proceed to make a formal complaint under Stage Two.
If your concern is not resolved informally, or you would prefer a formal review from the outset, you can submit a formal complaint. When we receive your complaint, we will:
• Acknowledge receipt within a reasonable time
• Record your complaint on our internal system
• Assign a manager or senior staff member to handle the investigation
• Provide you with an estimated timescale for our response
We aim to complete our investigation and respond in writing as soon as practical, taking into account the nature and complexity of the complaint. We may contact you during the investigation for further information or clarification.
The appointed manager will review all relevant information relating to your removal service. This may include:
• Booking and quotation records
• Job sheets, inventory lists and condition reports
• Communications between you and our team
• Statements from staff members involved
• Any photographs or documents you have provided
Once the investigation is complete, we will assess whether we have met our obligations and whether our service fell below the standards we aim to provide.
Following the investigation, we will provide a clear response that explains:
• Our understanding of your complaint
• The steps we took to investigate
• Our findings and decision
• Any corrective action we will take
Depending on the circumstances, outcomes may include:
• A full or partial apology and explanation
• Practical steps to correct an issue, where possible
• Review of our internal procedures or staff training
• Consideration of goodwill gestures where appropriate
If you are not satisfied with our formal response, you may request that your complaint be reviewed by a more senior manager or by the owner of the business. In your escalation request, please explain why you disagree with our decision and what outcome you are seeking.
The senior reviewer will look again at the evidence, consider any additional information you provide, and confirm whether the original decision should be upheld, varied or overturned. You will then receive a final response from us.
We encourage customers to raise complaints as soon as possible after an issue arises, so that evidence remains clear and reliable. While we will always do our best to investigate historic matters, delays in raising concerns may limit the action we can reasonably take.
We keep records of complaints, investigations and outcomes in line with our data protection responsibilities. These records help us to identify patterns, improve our Shoreditch removal services, and reduce the likelihood of similar issues recurring.
Feedback, whether positive or negative, plays an important role in helping us refine the way we deliver removals in and around Shoreditch. We regularly review complaints and comments to:
• Update staff training and guidance
• Improve communication before, during and after moves
• Review our packing, loading and handling procedures
• Enhance our booking and customer support processes
By following this complaints procedure, we aim to provide you with a clear, fair and accessible way to raise concerns and to ensure that your experience with our removal company is handled with professionalism and respect from start to finish.
Unlike other removal companies Shoreditch, we are always looking for ways in which we can save our customers money and time.
| 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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