Complaints Procedure — Shoreditch Man with Van
This Complaints Procedure sets out how Shoreditch Man with Van and affiliated removal and waste services handle concerns and formal complaints. It applies to all service types offered by the Shoreditch man with van team, including short-term van hire, man-and-van removals and rubbish collection. The aim is to provide a clear, fair and timely approach to resolving complaints while ensuring that records are maintained, outcomes are proportionate and any remedies are reasonable. Please read this policy carefully for an explanation of the stages, timescales and likely outcomes.
We encourage early resolution: customers should first try to resolve issues directly with the operative who attended the job or with the on-duty manager at the time of service. If a straightforward resolution is not reached, a formal complaint may be submitted. The scope of complaints that can be raised includes unsatisfactory man and van service standards, missed collections, damage to property during clearance or removal, pricing disputes and failure to follow agreed service instructions. Routine queries and requests for clarification are not treated as formal complaints unless escalated.
A formal complaint should include a clear account of the issue, the date and approximate time of service, the location served and any supporting evidence such as photographs or invoices. When submitting a complaint to the Shoreditch removal service, please identify the desired outcome — for example, a re-performance of service, partial refund, or written apology. The complaint will be acknowledged and recorded in our complaints register. All complaints are handled impartially and assessed on their individual merits.
How complaints are handled
On receipt of a formal complaint, the Shoreditch van hire administration team will make an initial assessment and issue an acknowledgement. The acknowledgement will state the assigned case reference and the name of the person responsible for managing the complaint. Initial acknowledgement is normally sent within three working days of receipt. During the assessment, the complaint handler may request further information and will identify relevant policies, job sheets and statements from staff. Investigations are proportionate to the nature and seriousness of the allegation.
The typical stages of the internal process include:
- initial acknowledgement and logging;
- gathering of evidence and internal review;
- provision of a formal response with proposed resolution.
Throughout the process the customer will be kept informed of progress and expected next steps. Where investigations require third-party input or independent inspection (for example, external waste disposal contractors or insurance assessors), timescales may be extended. In such instances the complaint handler will provide revised time estimates and the rationale for any delay. Customers are encouraged to maintain records of communications and retain any physical or photographic evidence related to the complaint.
Remedies, timeframes and limits
Where the complaint is upheld, the Shoreditch man with van service may offer remedies including re-performance of the original service, partial or full refunds where appropriate, or other corrective measures that reasonably address the specific loss. Compensation for consequential losses is considered on a case-by-case basis and is subject to the company’s standard terms and limitations of liability. A formal response will explain the remedy offered, the reasons for that decision and any conditions attached to acceptance of the remedy.
Complaints should normally be raised within a reasonable period after the service — typically within 28 days for service failures and within 90 days for related billing disputes — but each case is assessed individually. Records of complaints and their outcomes are kept for an appropriate retention period in line with legal and regulatory expectations. If a complainant is dissatisfied with the proposed resolution, they should state their reasons and any alternative resolution they consider fair.
If internal escalation does not produce a mutually acceptable outcome, the complaint may be referred to an independent dispute resolution mechanism where available, or to relevant industry ombudsmen or regulatory bodies that cover waste management and removal services. The company will advise whether such escalation is available and what criteria apply. The availability of external dispute resolution does not affect other legal rights that a complainant may have.
Confidentiality and record-keeping: All complaints are handled confidentially to the extent permitted by law. Personal data collected during complaint handling is processed in accordance with applicable data protection requirements and used solely to investigate and resolve the complaint. Records will show the nature of the complaint, the investigation steps taken, the resolution offered and whether that resolution was accepted.
Review and continuous improvement: Complaints are analysed for trends and used to improve service standards, training and operational procedures across the man and van, rubbish clearance and removal teams. Lessons learned are implemented where practicable and appropriate, and patterns of repeated failures prompt senior management review.
Final note: This Complaints Procedure outlines standard practices for raising and resolving disputes with the Shoreditch man and van service operations. It is designed to be fair, transparent and efficient, balancing the interests of customers and the business while ensuring compliance with overarching legal and regulatory obligations.
