Shoreditch Removals Complaints Procedure

This Complaints Procedure explains how Shoreditch Removals receives, records, investigates, and resolves complaints about our removal and related services. Our aim is to handle every concern fairly, transparently, and as quickly as reasonably possible, while using your feedback to improve our operations.

Purpose and Scope of This Procedure

This procedure applies to all customers who have used, or have a confirmed booking for, our removal, packing, storage coordination, or associated services. It covers concerns about service quality, communication, conduct of staff, handling of belongings, punctuality, and any other aspect of our service delivery.

The procedure is designed to ensure that your complaint is treated seriously, that you know what to expect from us at each stage, and that issues are resolved wherever possible without unnecessary delay.

What We Class as a Complaint

A complaint is any expression of dissatisfaction about the services provided by Shoreditch Removals, whether this is made verbally or in writing, and whether it is made during the move or after it has taken place. This includes, for example:

Concerns about the way your belongings were handled or transported.

Concerns about delays, missed arrival windows, or schedule changes.

Concerns about the behaviour, attitude, or professionalism of staff.

Concerns about communication before, during, or after your move.

Concerns about how charges have been calculated or applied.

We encourage you to let us know about any issue as soon as possible so that we have the best opportunity to investigate thoroughly and put things right.

How to Make a Complaint

You may raise a complaint verbally or in writing. While verbal complaints are accepted, we recommend that you submit your concerns in writing wherever possible. A written record helps to clearly set out what has happened, what you are unhappy about, and what outcome you are seeking.

When submitting a complaint, please provide:

Your full name and any reference or booking details.

The date of your move or expected move.

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

Details of any conversations you have already had with our staff about the issue.

Photos or other evidence, if relevant to your concerns.

Your preferred method of contact and times when it is easiest to reach you.

Providing clear and detailed information at the outset helps us to investigate more effectively and respond more quickly.

Stage One: Initial Review and Acknowledgement

Once we receive your complaint, we will record it in our internal system and allocate it to an appropriate member of our team. We will normally acknowledge receipt of your complaint within a reasonable timeframe, confirming that it is being reviewed and outlining the next steps.

At this stage we may contact you to clarify any details or request further information where necessary. Clear communication early in the process helps us to understand the full circumstances and your expectations.

Stage Two: Investigation of Your Complaint

Following acknowledgement, we will undertake an investigation that may include some or all of the following steps:

Reviewing your booking and service records.

Checking schedules, inventories, and job sheets relevant to your move.

Speaking with staff members involved in providing your service.

Reviewing any photographs, damage reports, or related documentation.

We aim to carry out this investigation promptly and to reach a balanced, evidence-based view of what has happened and what should now be done.

Stage Three: Response and Resolution

Once our investigation is complete, we will provide you with a written response. This will normally include:

A summary of the issues you raised.

An outline of the steps taken to investigate your concerns.

Our findings in relation to each point you have raised.

Any remedy, explanation, or apology we consider appropriate.

Possible outcomes may include an explanation, corrective action for future moves, practical remedies, or financial redress where this is justified under our terms and conditions. Our goal is to be fair, consistent, and transparent in every case.

If You Are Not Satisfied With the Outcome

If you are unhappy with the outcome of our initial investigation and response, you may request an escalation. When asking us to review the decision, please explain why you remain dissatisfied and provide any additional information or evidence that you believe has not yet been considered.

Where appropriate, your complaint and our initial findings will then be reviewed by a more senior member of our team, who was not directly involved in the original decision. They will consider whether our investigation was thorough and whether the outcome was fair and reasonable based on all available information.

Time Limits for Raising a Complaint

We ask that you raise any complaint about our removal services as soon as reasonably possible after the event giving rise to your concerns. Timely notification helps preserve evidence, enables staff recollections to remain clear, and generally improves our ability to achieve a satisfactory resolution.

Some types of claims, particularly those relating to loss or damage to belongings, may also be subject to specific time limits under our terms and conditions and relevant law. You should refer to your agreement with us for further detail on any contractual or statutory deadlines that may apply.

Confidentiality and Data Protection

All complaints will be handled in accordance with our obligations under applicable data protection laws. Information you provide in connection with your complaint will be used solely for the purpose of investigating and resolving your case, improving our services, and meeting our regulatory or legal responsibilities. Access to your information will be limited to those who need it to deal with your complaint or to support our internal quality assurance processes.

Using Feedback to Improve Our Service

We value all feedback, including complaints, as an opportunity to improve the way we plan and complete moves. Complaints are regularly reviewed to identify patterns, training needs, and operational improvements. Where we identify recurring issues, we will seek to adjust our processes, guidance, or staff training so that the same problems are less likely to occur in future.

By providing us with honest feedback about your experience, you help us refine our services for future customers and maintain the standards expected of a professional removal company.

Changes to This Complaints Procedure

Shoreditch Removals may update this Complaints Procedure from time to time to reflect changes in our internal processes, industry best practice, or legal and regulatory requirements. The version in force at the time you raise your complaint will apply to the handling of your case. You may request confirmation of the current procedure at any time.