Complaints Procedure for Man With a Van Ealing

Man With a Van Ealing is committed to providing a reliable and professional removal service across our operating areas. We recognise that, on occasion, things may not go as planned. This Complaints Procedure explains how you can raise a concern, how we will respond, and what you can expect from us throughout the process.

Purpose of this Complaints Procedure

The purpose of this procedure is to provide a clear and fair process for handling complaints relating to our moving, packing, transportation, and related services. It applies to all customers who have used, or attempted to use, our services for home moves, office moves, or item deliveries.

We use all feedback, including complaints, to review and improve our removal services, customer communication, and operational standards.

What Counts as a Complaint

A complaint is any expression of dissatisfaction about our service or a member of our team that requires a response. This can include, but is not limited to:

Concerns about the quality of packing, loading, unloading, or transport of goods.

Issues relating to timekeeping, punctuality, or completion of agreed services.

Concerns about behaviour, conduct, or courtesy of our staff or drivers.

Disputes about charges, quotes, or additional costs for removal services.

Alleged damage to property, loss of items, or any failure to follow agreed instructions.

General dissatisfaction with the level of service provided before, during, or after a move.

Raising a Complaint

We encourage customers to raise any concerns as soon as possible so that we can resolve issues quickly and fairly. In many cases, problems can be resolved informally.

Informal Resolution

If an issue arises during your move, please speak to the driver or team leader on the day. They will aim to resolve the matter immediately where it is safe and practical to do so.

If the issue cannot be resolved on the day or you remain dissatisfied, you can raise a formal complaint using the process below.

Formal Complaints

When making a formal complaint, please provide as much detail as possible, including:

Your full name and any reference, such as a booking date or job description.

The date and approximate time of the service.

A clear description of what went wrong and how it affected you.

Details of any items involved, especially if damage or loss is alleged.

Any steps already taken to try to resolve the issue informally.

What outcome you are seeking, such as an explanation, apology, corrective action, or consideration of compensation where appropriate.

How We Handle Your Complaint

We aim to handle all complaints promptly, fairly, and consistently. Our process typically follows three stages: acknowledgement, investigation, and response.

Acknowledgement

We will acknowledge your complaint within a reasonable period of receiving it. In our acknowledgement, we will confirm that we have received your complaint, outline the next steps, and, where possible, provide an indicative timeframe for our investigation and response.

Investigation

Your complaint will be reviewed by a person with appropriate responsibility who was not directly involved in the issue wherever possible. The investigator may:

Review booking records, move details, and any written notes.

Speak to staff members involved in providing your service.

Request further information or evidence from you where required, such as photographs of alleged damage or copies of relevant documents.

Assess our terms and conditions and any agreed scope of work in relation to your concerns.

Response and Outcome

Once the investigation is complete, we will provide you with a written response setting out:

A summary of your complaint and the issues considered.

The findings of our investigation.

Any decision or conclusions reached.

Any actions we will take, which may include an apology, corrective steps, service improvements, or, where appropriate, consideration of compensation in line with our terms and conditions.

We aim to provide a final response within a reasonable time after acknowledging your complaint. If we are unable to respond within this timeframe, we will inform you of the delay and advise when you can expect a full reply.

If You Are Not Satisfied with the Outcome

If you remain dissatisfied with our final response, you may request a further review. In doing so, please clearly explain why you disagree with our findings or the outcome, and provide any additional information you believe is relevant.

A more senior member of our team will review your complaint, the investigation, and the decision already made. Following this review, we will provide a final position. Once this stage is complete, we may not be able to enter into further correspondence on the same issues unless new and material information comes to light.

Complaints Involving Damage or Loss

Where your complaint relates to alleged damage to property or loss of items during a move, you should notify us as soon as possible after the move has taken place. Early notification helps us to investigate while details are still clear and evidence is available.

We may ask for photographs, descriptions of the damage, proof of purchase, or valuations where appropriate. Any potential remedies or compensation will be considered in accordance with our terms and conditions, limitations of liability, and any insurance arrangements that apply to your service.

Our Commitment to Fairness and Improvement

We treat all complaints seriously and handle them with respect and confidentiality. Your complaint will not affect your right to use our services in the future, and we will not treat you less favourably because you have raised a concern.

We regularly review complaints and feedback to identify patterns, address recurring issues, and improve how we deliver our removal and transport services across our service area.

Data Protection and Confidentiality

Any personal information you provide as part of a complaint will be handled in line with our data protection obligations. It will only be used for the purposes of investigating and responding to your complaint, and for monitoring and improving our services.

Review of this Complaints Procedure

This Complaints Procedure is reviewed periodically to ensure it remains clear, effective, and consistent with our legal obligations and best practice in the removals sector. We may update the procedure from time to time, and any changes will apply to complaints raised after the updated procedure takes effect.