At SlothMove, we aim to deliver an exceptional experience every time. However, we recognise that sometimes things may go wrong. When that happens, we want to make it easy for you to tell us — and for us to put things right quickly and fairly.
Step 1: Tell Us What’s Happened
If you're unhappy with any part of your experience, please contact us as soon as possible. You can reach us by:
Email: hello@slothmove.com
Live Chat: Available via our website
Please include:
Your name and email address
A brief description of your concern
Any relevant dates, screenshots, or supporting documents
Step 2: What Happens Next
Acknowledgement: We’ll acknowledge your complaint within 2 working days.
Investigation: A member of our team will look into the issue fully and fairly.
Response: We aim to provide a full response within 7 working days. If it takes longer, we’ll keep you updated with progress.
Step 3: If You’re Not Happy With the Outcome
If you’re not satisfied with our final response, you can request that your complaint be reviewed by a senior member of the team.
In the rare event we can’t reach a resolution together, you may be entitled to refer your complaint to an Alternative Dispute Resolution (ADR) provider or relevant ombudsman, depending on the nature of the issue.
Our Commitment
We treat all complaints seriously and use them as an opportunity to improve. Your feedback helps us build a better, more reliable service.