Man with Van Ealing Complaints Procedure

This Complaints Procedure explains how you can raise a concern about our removal and transport services, how we will respond, and what you can expect from us at each stage. We aim to resolve issues quickly, fairly, and transparently so that every customer feels confident using Man with Van Ealing.

Our Commitment to Handling Complaints

We take all complaints seriously, whether they relate to local moves, long-distance removals, packing, loading, unloading, or general customer service. Our goals are to:

• Listen carefully to your concerns and understand what went wrong.
• Investigate complaints thoroughly and impartially.
• Provide a clear response within reasonable timescales.
• Where appropriate, offer a fair remedy or explanation.
• Use your feedback to improve our services and staff training.

What Counts as a Complaint

A complaint is any expression of dissatisfaction about our services where you would like a response or resolution. This may include, for example:

• Issues with punctuality, booking, or communication.
• Concerns about the conduct or professionalism of our team.
• Problems related to loading, unloading, or handling of belongings.
• Disputes about charges or the scope of services agreed.
• Any situation where you feel we have not met our service standards.

How to Make a Complaint

You can raise a complaint in any written format that is convenient for you. When submitting a complaint, please provide as much detail as possible so that we can investigate effectively. Wherever possible, include:

• Your full name and, if applicable, your company name.
• The date of your move or service and the collection and delivery locations.
• A clear description of what happened and what you are unhappy about.
• Details of any damage, delay, or issue, including photographs where relevant.
• Copies of any relevant documents, such as booking confirmations or invoices.
• The outcome or resolution you are seeking, if you have one in mind.

Time Limits for Raising a Complaint

To help us investigate fairly and accurately:

• Service issues should normally be raised as soon as possible after your move or delivery.
• Concerns about loss or damage to items should be raised promptly so that we can review records and, if needed, photographs and inventory details.

While we will consider complaints raised later, the sooner you contact us, the more effective our investigation is likely to be.

What Happens After You Complain

Our process is designed to be straightforward and consistent for all removal customers:

1. Acknowledgement

Once we receive your complaint, we will acknowledge it within a reasonable period. In our acknowledgement, we will confirm that we have received your complaint and, where possible, provide a reference for future communication.

2. Initial Review

A member of our team will review your complaint, the booking details, and any related documents. If we need further information, we may contact you to clarify aspects of your complaint or to request additional evidence, such as photographs of any alleged damage.

3. Investigation

The investigation may include speaking to the staff involved, reviewing any relevant paperwork, vehicle logs, or job notes, and comparing what was delivered with the agreed scope of work. We aim to handle this stage objectively, considering both your account and our internal records.

4. Response and Outcome

After the investigation, we will provide you with a written response. This will normally include:

• A summary of your complaint.
• The findings of our investigation.
• Our decision and the reasons for it.
• Any proposed remedy or next steps, where appropriate.

Where we find that we are at fault, we will seek to offer a fair and reasonable solution. This may include an explanation, an apology, corrective action, or another appropriate remedy in line with our terms and conditions.

Timeframes for Responses

We aim to provide a full response within a reasonable and practical timescale, taking into account the complexity of the complaint and the availability of information. If for any reason we cannot respond within our usual timeframe, we will let you know and explain when you can expect a final response.

Escalating Your Complaint

If you are not satisfied with the outcome of your complaint, you may request an escalation. In this case, your complaint and our initial response will be reviewed by a more senior member of our team who was not directly involved in the original investigation.

During escalation, we will re-examine the evidence, consider any new information you provide, and decide whether the original outcome should be upheld, modified, or overturned. We will then write to you with the result of this review and our final position.

Fairness, Confidentiality, and Data Protection

We treat every complaint confidentially and store any personal information provided in accordance with applicable data protection requirements. Your details and the circumstances of your complaint will be shared only with employees or contractors who need the information to investigate or resolve the issue.

We aim to handle every complaint fairly, without discrimination or bias, and with respect for all parties involved.

Using Complaints to Improve Our Service

Feedback from complaints is an important part of improving our removal and transport services across our operating area. We review complaint outcomes regularly to identify patterns, training needs, and areas where our processes, communication, or service standards can be strengthened.

Acceptance of This Procedure

By booking or using the services of Man with Van Ealing, you acknowledge that you have had the opportunity to review this Complaints Procedure and understand how to raise concerns about any aspect of our service. This procedure does not affect your statutory rights.