Complaints Procedure

Man with Van Eastcote Complaints Procedure

Man with Van Eastcote is committed to providing a reliable and professional removals and man and van service. We recognise that, on occasion, things may not go as planned. When that happens, we want to know so we can put things right and improve our service. This Complaints Procedure explains how you can raise a concern, how we will respond, and what you can expect from us at every stage.

Purpose of This Complaints Procedure

The purpose of this complaints procedure is to provide a clear and fair process for customers who wish to complain about any aspect of our services. This could include issues connected to home moves, office relocations, packing assistance, collection and delivery, punctuality, conduct of staff, or the condition of items handled during a move.

This procedure applies to all customers who have used, or attempted to use, our removals or man and van services. It is designed to be easy to follow and to ensure that all complaints are treated seriously, handled consistently, and resolved wherever possible.

What We Consider a Complaint

A complaint is any expression of dissatisfaction about our services, whether it is made verbally or in writing, and whether it is about a one-off incident or a series of events. Examples include:

Concerns about the quality or accuracy of a removal service

Concerns about the way belongings were handled, packed, or transported

Concerns about delays, missed time slots, or cancellations

Concerns about the behaviour, attitude, or professionalism of our staff or contractors

Concerns about how we have communicated or managed your booking

You do not need to use specific words or formal language for your issue to be treated as a complaint.

How to Make a Complaint

You can make a complaint verbally or in writing. While we are happy to discuss issues by phone or in person, we encourage you to set out your complaint in writing wherever possible. This helps us understand the situation clearly and keep an accurate record.

When submitting a complaint, please provide the following information so we can investigate efficiently:

Your full name and the address where the service was carried out

The date of your move or booking and any reference numbers you may have

A clear description of what went wrong and when it happened

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

What outcome you are seeking, for example an explanation, apology, correction, or reimbursement where appropriate

Time Limits for Raising a Complaint

We recommend that you raise your complaint as soon as possible after the event you are concerned about. For issues involving possible loss or damage to items, we ask that you notify us within a reasonable period from the date of the move so that we can investigate effectively. Although we will consider complaints raised later, delays in notifying us may limit the options available to resolve the matter.

How We Handle Your Complaint

We aim to deal with complaints promptly, fairly, and professionally. Our process generally follows these stages:

1. Acknowledgement

Once we receive your written complaint, we will acknowledge it within a reasonable timeframe. At this stage we may request any additional information we need to understand the issue in full.

2. Investigation

A member of our management team will review your complaint. This may involve speaking to the staff involved, examining booking records, reviewing schedules, and checking any relevant notes or documentation from the day of your move.

3. Response

Following our investigation, we will provide you with a written response setting out our findings, the outcome of your complaint, and any steps we propose to take to resolve the matter. Where appropriate, this may include an explanation, an apology, a corrective action, or other remedy consistent with our terms and conditions and any applicable legal obligations.

4. Timescales

We aim to provide a full response within a reasonable period from the date we receive your complaint, depending on the complexity of the issues raised. If we need more time to investigate, we will let you know, explain why, and give you an updated timeframe.

If You Are Not Satisfied with the Outcome

If you remain dissatisfied after receiving our written response, you may ask for the decision to be reviewed. In your request for a review, please explain why you are unhappy with the outcome and identify any information you believe has not been considered.

A different member of our management team, where possible, will conduct the review. They will reassess the complaint, the evidence, and the original decision. We will then issue a final response setting out our conclusions. This will mark the end of our internal complaints procedure.

Our Commitment to Fairness and Respect

All complaints are handled confidentially and with respect. Raising a complaint will not affect your right to use our services in the future. We expect our staff to remain courteous and professional throughout the process, and we also ask customers to communicate in a respectful manner while we work to resolve concerns.

Using Complaints to Improve Our Service

We value feedback and treat complaints as an opportunity to review and improve our removals and man and van services. Where our investigation highlights an issue with our processes, training, or communication, we will take steps to address it. This may include updating procedures, providing additional staff training, or making changes to how we plan and manage moves across our service area.

Additional Information

This Complaints Procedure does not limit or replace any rights you may have under consumer law. Any remedies we offer will be consistent with our terms and conditions and our legal obligations. If you require this information in a different format, you may request it and we will do our best to accommodate reasonable needs.

We appreciate you taking the time to let us know when something has not met your expectations. By following this procedure, we can work together to resolve issues and continue to provide a dependable man and van and removals service.