Complaints Procedure

Man with Van Ealing Complaints Procedure

This Complaints Procedure explains how Man with Van Ealing handles any concerns or complaints about our man and van and removal services. We aim to provide a professional, reliable service for all customers, including domestic moves, small office moves and transport of single items. If something goes wrong, we want to know about it so that we can put it right and improve our service.

This procedure is designed to be clear, fair and easy to use. It sets out how you can make a complaint, what information we need, how we will respond and the steps we will take to resolve issues as quickly as possible.

Our Commitment to You

Man with Van Ealing is committed to treating all customers with respect and to dealing with complaints in a constructive way. We will always aim to:

Listen carefully to what you tell us and understand your concerns about the removal or transport service you received.

Investigate your complaint objectively and thoroughly.

Communicate with you in a clear and timely manner.

Provide a fair response and, where appropriate, offer a suitable remedy.

Use the outcome of complaints to improve our moving services and customer care in our service area.

What This Procedure Covers

This Complaints Procedure applies to any aspect of our man and van and removal services, including but not limited to:

Booking and scheduling of moves.

Arrival times and punctuality of drivers and teams.

Handling, loading and unloading of your belongings.

Conduct and behaviour of our staff and drivers.

Condition of items after transport and any alleged damage or loss.

Charges, estimates and invoicing related to moves.

General quality of our customer service before, during and after your move.

If your concern relates to something not listed above but connected to our services, you can still raise it under this procedure.

How to Make a Complaint

You should raise your complaint as soon as possible after the issue arises, so that we can investigate while details are still fresh. Please explain clearly what went wrong and how it affected you.

When making a complaint, please provide the following information to help us deal with it efficiently:

Your full name and the address where the service was provided.

The date of your move or booking and the approximate time.

A clear description of the problem, including what happened and who was involved.

Any relevant reference numbers or job details you were given.

Details of any loss or damage to items, including photographs if available.

What outcome you are seeking, for example an explanation, apology, partial refund or contribution towards repair or replacement.

Stages of the Complaints Process

Stage 1: Initial Review and Acknowledgement

Once you contact us with a complaint, we will review the information you provide. We aim to acknowledge your complaint promptly. In our acknowledgement we will confirm that we have received your complaint and explain the next steps.

At this stage, if any quick clarification is needed, we may contact you to gather further details or supporting information about the move or the items involved.

Stage 2: Investigation

Your complaint will be investigated by a person with appropriate authority and knowledge of our removal operations. The investigation may include:

Reviewing booking records, inventories and any move documentation.

Speaking to the driver or team members involved in your move.

Considering photographs and any other evidence you have provided.

Assessing our policies and any relevant terms that applied to your booking.

We aim to complete our investigation and provide a full response within a reasonable timeframe. If the matter is complex or requires more time, we will keep you informed about progress.

Stage 3: Response and Outcome

After the investigation is complete, we will send you a written response setting out:

A summary of your complaint.

The steps we took to investigate it.

Our findings and decision.

Any offer of remedy, if appropriate.

We will always aim to be clear about why we reached a particular outcome, and we will explain any relevant service terms that apply.

Stage 4: Further Review

If you are not satisfied with our response, you may request a further review. In doing so, please explain which parts of the decision you disagree with and why, and provide any additional information you believe is relevant.

A further review will normally be carried out by a senior member of our team who was not directly involved in the original investigation, where possible. After this review, we will issue a final response.

Time Limits for Complaints

To help us investigate fairly and accurately, we encourage customers to raise complaints as soon as possible and, in any event, within a reasonable period after the service was carried out.

For complaints involving alleged loss or damage to items during a move, we may not be able to properly investigate or accept responsibility if too much time has passed and evidence is no longer available. Prompt notification helps us assess events close to the date of the move.

Possible Remedies

Where a complaint is upheld, the remedy will depend on the nature of the issue and the extent of any loss or inconvenience. Possible remedies may include:

A sincere apology and explanation.

Corrective action to complete or rectify the service.

A goodwill gesture, where appropriate.

Contribution towards repair or replacement of items, subject to our terms and any evidence provided.

Review of our internal processes or staff training to prevent similar issues from occurring.

Any financial remedy will be considered in line with our service terms, any agreed coverage and the specific circumstances of your move.

Fair Treatment of Staff and Customers

We are committed to treating both customers and staff fairly and respectfully during the complaints process. We understand that moving can be stressful, particularly if something has gone wrong, and we will always aim to communicate calmly and constructively.

We also expect our staff to be treated with courtesy. If behaviour becomes abusive or threatening, we may need to restrict the ways in which we communicate while still working to resolve the complaint.

Using Complaints to Improve Our Service

All complaints are recorded and monitored so that we can identify patterns, common issues and areas where our man and van and removal services can be improved. This may lead to additional training, updated procedures or changes in how we plan and carry out moves within our service area.

By raising your concerns with us, you help us maintain and improve the quality of our service for future customers.

Updates to This Procedure

Man with Van Ealing may update this Complaints Procedure from time to time to reflect changes in our services, operational practices or legal requirements. The version published on our website will always be the most current and will apply to any new complaints raised after the date of publication.

If you have any questions about this Complaints Procedure, or are unsure how to raise an issue about a recent or upcoming move, you can contact us and we will guide you through the steps.