Complaints Procedure for Man with Van Earlsfield Customers
This complaints procedure explains how Man with Van Earlsfield handles concerns and complaints about our removal and man and van services. Our aim is to provide a clear, fair and timely process so that any issues you experience are properly investigated and resolved wherever possible.
Our Commitment to You
We are committed to delivering reliable and professional moving services for households and businesses. If something goes wrong, we want to know about it. Complaints are treated as an opportunity to put things right for you and to improve how we operate across our wider service area.
All complaints are handled confidentially, respectfully and without discrimination. Raising a complaint will not affect the level of service you receive from us now or in the future.
What This Procedure Covers
This procedure covers complaints about our man and van and removal services, including local moves, longer distance moves, loading and unloading, packing support where agreed, handling of belongings, timekeeping, conduct of staff, and administration of bookings and payments.
This procedure does not cover issues that are outside our control, such as delays caused by traffic incidents, access restrictions imposed by third parties, or matters that fall under another company’s responsibility.
Raising a Complaint Informally
Where possible, we encourage you to raise any concerns informally in the first instance. Many problems can be resolved quickly on the day of your move by speaking to the driver or team leader. If the issue arises while the work is in progress, please let the crew know so they have a chance to address it straight away.
If the issue cannot be resolved during the job, you can ask to speak with a manager or request that your concerns be passed on. We will then review what has happened and aim to provide a prompt response and, where appropriate, a practical solution.
Making a Formal Complaint
If you feel that your concern has not been resolved informally, or if the matter is more serious, you can make a formal complaint. Please submit your complaint in writing so that we have a clear record of what has happened and what outcome you are seeking.
When making a formal complaint, please include the following information so we can investigate effectively:
• Your full name
• The date of your move or booking
• The collection and delivery locations
• A description of what went wrong, including relevant dates and times
• Names or descriptions of any staff involved, if known
• Any supporting details, such as photographs or inventory notes
• How you would like us to resolve the issue, where possible
We encourage you to submit your complaint as soon as possible after the event, and ideally within a reasonable period, so that details remain clear and evidence can be properly reviewed.
Acknowledgement of Your Complaint
Once we receive your formal complaint, we will send you an acknowledgement to confirm that it has been logged. This acknowledgement will explain the next steps and give you an estimated timescale for our investigation and response.
We aim to acknowledge all formal complaints within a short and reasonable time period. If, for any reason, we are unable to acknowledge your complaint promptly, we will do so as soon as possible and explain the reason for any delay.
How We Investigate Complaints
Your complaint will be reviewed by a responsible person who was not directly involved in the incident wherever possible. Our investigation may include speaking with staff, reviewing job sheets and booking records, checking any relevant photographs or documentation, and considering any applicable terms and conditions that applied to your booking.
We aim to handle all complaints fairly and objectively. We will consider all information that you provide and will compare this with the information supplied by our team. Where facts are disputed, we will use the available evidence to reach a reasonable and balanced view.
Outcome and Response
Once our investigation is complete, we will write to you with our findings. Our response will explain:
• What we understand your complaint to be
• The steps we took to investigate it
• Our decision and the reasons for that decision
• Any action we propose to take
Possible outcomes may include an apology, an explanation, a review of internal processes, and, where appropriate, practical steps to address any identified issues in line with our terms and conditions.
Timescales
We aim to provide a full response within a reasonable timescale from the date we acknowledge your complaint. If the matter is complex or requires further information, we may need more time. In that case, we will keep you informed about our progress and let you know when you can expect a final response.
If You Are Not Satisfied with the Outcome
If you are unhappy with our final response, you may reply to explain why you remain dissatisfied and provide any additional information that you think is relevant. We will review this further information and, if appropriate, conduct a secondary review of the decision.
If, after this, you still consider that your complaint has not been handled fairly, you may wish to seek independent advice about your options, including any statutory rights you may have. This procedure does not remove or limit any legal rights available to you.
Recording and Using Complaint Information
We keep records of complaints and their outcomes so that we can monitor performance and identify areas where our removal and man and van services can be improved. Information is stored securely and used only for legitimate business and compliance purposes.
Updates to This Complaints Procedure
Man with Van Earlsfield may update this complaints procedure from time to time to reflect changes in our services, operational practices or legal requirements. The current version will always apply to any complaint you raise with us.
By using our services, you agree that any concerns or disputes will initially be raised in line with this procedure, so that we have a fair opportunity to investigate and resolve them.
