Complaints Procedure for Man with Van Ilford

Man with Van Ilford is committed to providing a reliable and professional removal and man and van service. We recognise that, on occasion, things may not go as planned. This complaints procedure explains how you can raise concerns about our services, how we will respond, and the steps we will take to resolve issues fairly and promptly.

Purpose of this Complaints Procedure

The purpose of this procedure is to offer a clear and accessible process for customers who wish to complain about any aspect of our services, including but not limited to house removals, office moves, and local transport of furniture and belongings. It sets out what you can expect from us and how we will work towards a satisfactory outcome.

What Counts as a Complaint

A complaint is any expression of dissatisfaction, whether justified or not, about the standard of service, conduct of staff or drivers, handling of belongings, punctuality, communication, or any other aspect of our removal or man and van services.

You may wish to complain if, for example:

You believe your booking was not handled properly.

You are unhappy with the way our team conducted themselves on the day of the move.

You are dissatisfied with how your items were loaded, transported, or unloaded.

You feel that agreed timescales, prices, or service levels were not met.

You are unhappy with how a previous concern or query was managed.

How to Make a Complaint

We encourage customers to raise any concerns as soon as possible so we can investigate promptly. You can make a complaint in the following ways:

Verbally to a member of staff or driver at the time of the issue, where practical.

In writing to our office, providing full details of your concern.

We recommend making formal complaints in writing so that all details are clear and recorded. Please include the following information to help us investigate:

Your full name and contact details.

Date and approximate time of the service.

Collection and delivery addresses used for the service.

A clear description of what went wrong and what you are unhappy about.

Details of any conversations already held with our staff about the issue.

Any supporting information, such as photographs of damage or written notes.

Time Limits for Making a Complaint

We ask that complaints relating to service quality, staff conduct, delays, or communication are raised within a reasonable time, ideally within 14 days of the service date. Complaints regarding alleged loss or damage to items should be raised as soon as you become aware of the issue.

Raising your concerns promptly improves the chances of a thorough and accurate investigation, especially in relation to removal work and handling of goods.

How We Handle Your Complaint

We take all complaints seriously and aim to resolve them as quickly and fairly as possible. Our process is as follows:

Acknowledgement: We will acknowledge receipt of your complaint and confirm that it is being investigated.

Investigation: We will review your account of events, speak to any staff involved, and examine relevant records such as booking details, job sheets, and driver notes.

Additional Information: If we require more details to understand your complaint, we may contact you to request further information or clarification.

Response: Once the investigation is complete, we will provide a written response explaining our findings, any actions we propose to take, and the reasons for our decision.

We aim to provide a full response within a reasonable timescale. More complex matters, such as disputed damage or timing issues, may require additional time for a thorough investigation.

Possible Outcomes and Remedies

Depending on the nature of the complaint and the outcome of our investigation, we may take one or more of the following actions:

Offer an explanation or clarification where there has been a misunderstanding.

Provide an apology where our service has not met our usual standards.

Take corrective action to improve our internal procedures or staff training.

Review or adjust charges where appropriate and at our discretion.

Consider goodwill gestures in cases where service has fallen short, taking into account all circumstances.

Any decision regarding refunds, discounts, or compensation will be made on a case-by-case basis, having regard to the terms under which the service was provided.

Escalating Your Complaint

If you feel that your complaint has not been handled fairly or fully addressed, you may request that it be reviewed at a higher level within our organisation. In your escalation request, please explain why you are unhappy with the initial outcome and what resolution you are seeking.

The escalated review will involve a reassessment of the information previously provided, along with any new details you wish to submit. We will then provide a final written response setting out our position.

Respectful Communication

We are committed to treating all customers with courtesy and respect, and we ask that you do the same with our staff. We will not tolerate abusive, threatening, or discriminatory language or behaviour. In extreme cases, we may restrict or terminate communication where behaviour is unreasonable or offensive.

Using This Procedure

This complaints procedure applies to all customers using our removal and man and van services. By setting out a transparent process, we aim to resolve issues efficiently, learn from feedback, and continually improve the service we provide to households and businesses in our operating area.

Your feedback, whether positive or negative, helps us maintain professional standards and develop our services to better meet your needs.