Complaints Procedure

Complaints Procedure for Man with Van Ealing Customers

Man with Van Ealing aims to provide a reliable and professional removal service for all customers. We recognise that occasionally things may not go as planned, and when this happens we want to know about it so we can put matters 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 throughout the process.

Our Commitment to Resolving Complaints

We take all complaints seriously, whether they relate to local moves, longer distance removals, packing, loading, unloading, or any other aspect of our man and van services. Our goals when dealing with complaints are to:

Listen carefully to your concerns and understand what went wrong from your perspective, respond in a fair, consistent, and timely manner, treat you with respect and courtesy at all times, keep you informed throughout the process, and use your feedback to improve our services.

What Counts as a Complaint

A complaint is any expression of dissatisfaction about our services, staff, contractors, vehicles, charges, bookings, or the way we have handled your enquiry or move. You do not need to use the word complaint for us to treat your concern as one. If you are unhappy, we encourage you to tell us so we have the opportunity to resolve the issue.

Raising a Complaint Informally

In many cases, issues can be resolved quickly and informally. Where possible, please speak to the team member responsible for your booking or move as soon as you notice a problem. This may be the driver, a member of the removals team, or the person who handled your booking. Explain clearly what has happened, why you are dissatisfied, and what you would like us to do to resolve the matter. We will always attempt to resolve issues on the spot where it is reasonable and practical to do so.

Making a Formal Complaint

If your concern cannot be resolved informally, or you prefer not to discuss it with the team on the day, you can make a formal complaint. When making a formal complaint, please provide the following information so that we can investigate fully: your full name, the date of your move or booking, the addresses involved in the move, a clear description of the issue, including times and locations where relevant, details of any damage, delays, or service failures, and any steps already taken to try to resolve the problem.

The more detail you can provide, the easier it is for us to investigate and respond. Please raise your complaint as soon as possible after the issue arises, particularly if it relates to damage or loss of items during a removal.

Timeframes for Submitting Complaints

We ask that you notify us of any concerns about our removal services within a reasonable time. This helps us to locate records, speak to staff while events are still fresh in their minds, and review any relevant job documentation. Complaints about damage to items or property should be raised as soon as you become aware of the issue, ideally within a few days of the move.

How We Will Handle Your Complaint

Once we receive your complaint, we will log it and begin our investigation. Our usual process is as follows. We acknowledge your complaint and confirm that it is being reviewed. We then gather information from staff and contractors involved in your booking or move, review any notes, job sheets, photographs or other evidence relating to the services provided, assess what went wrong and why, and consider any steps we can take to resolve the matter and prevent similar issues in future.

We aim to provide a full response as promptly as possible. In more complex cases, where further investigation is needed, we may contact you for additional information or clarification.

Our Response and Possible Outcomes

When we have completed our investigation, we will let you know the outcome and explain our findings clearly. Depending on the circumstances, outcomes may include an apology and explanation, corrective action during or after a move, practical steps to put things right where possible, or a discussion of any compensation options where appropriate and in line with our terms and conditions. We will also use the information from your complaint to review our training, procedures, and service standards where necessary.

If You Are Unhappy with the Outcome

If you remain dissatisfied after receiving our response, you can ask for your complaint to be reviewed again. In this case, a more senior member of our team will re-examine the details, including your original complaint and our previous response, to ensure that it has been handled fairly and reasonably. We will then provide a further and final response setting out our position.

Complaints About Damage or Loss

If your complaint relates to damage or loss of property during a man and van or removal service, please provide as much supporting information as you can. This may include photographs of any damage, a description of the affected items, and details of their approximate age and condition before the move. Any consideration of compensation or contribution towards repair or replacement will be handled in line with our terms, conditions, and any relevant limitations or exclusions that were made available to you when you booked our services.

Confidentiality and Data Protection

All complaints are handled in confidence. Information about your complaint will be shared only with staff or contractors who need it to investigate and resolve the matter. We will handle personal data in line with our privacy practices and with applicable data protection requirements.

Continuous Improvement

Feedback from complaints plays an important role in helping us maintain and improve the quality of our removal and man and van services. We regularly review complaints data to identify patterns, training needs, and opportunities to enhance our customer experience. By letting us know when something has gone wrong, you are helping us to deliver a better service to all customers in future.