Man with Van West Ealing Complaints Procedure

Man with Van West Ealing is committed to delivering a reliable, professional removal service. We recognise that, on occasion, things may not go as planned. This complaints procedure explains how you can raise a concern, how we will handle it, and what you can expect from us at each stage.

Purpose of this Complaints Procedure

This procedure sets out a clear, fair and straightforward process for customers to express dissatisfaction with any aspect of our man and van or removal services. It is designed to:

Provide an accessible way for you to tell us when something has gone wrong. Ensure we investigate complaints promptly and impartially. Help us resolve issues and, where appropriate, put things right. Support continuous improvement of our services based on your feedback.

What Counts as a Complaint

A complaint is any expression of dissatisfaction, whether oral or written, about the standard of our service, our staff, our communication, or how we have carried out a removal or related service. This can include, for example:

Concerns about punctuality or reliability of a booked move. Dissatisfaction with how your belongings were handled, packed or transported. Queries about charges, quotes or invoices that you believe are incorrect or unclear. Concerns about the behaviour or attitude of a team member. Any situation where you feel we have not met our stated standards or your reasonable expectations.

Raising a Complaint

We encourage you to raise your concerns as soon as possible so that we can address them promptly. You can make a complaint verbally to a member of the team on the day of your move or at any later stage, or in writing. When making a complaint, please provide:

Your full name and any booking reference you have. The date and location of the service. A clear description of what went wrong. Any supporting information that may help us to understand the issue, such as photographs or notes.

We will treat all complaints seriously and with respect. Making a complaint will not affect any ongoing or future bookings you may have with us.

Stage One: Initial Review and Response

At the first stage, your complaint will normally be handled by the person responsible for managing your booking or by a senior member of the team. We will aim to acknowledge your complaint within a reasonable time from receipt. In most cases, we will seek to resolve straightforward issues immediately or within a few working days.

During this stage, we may:

Clarify details of your complaint with you. Review the booking information, notes, and any photographs or evidence provided. Speak with the crew members or staff involved in your move. Once we have completed our initial review, we will provide you with a clear response explaining our findings, any action we propose to take, and the reasons for our decision.

Stage Two: Further Investigation

If you are not satisfied with the stage one response, you may request that your complaint be escalated. At this stage, a more senior person who has not been directly involved in the original matter will review the complaint. They will consider all relevant information, including any additional points you raise.

We will aim to complete this further investigation and provide you with a written outcome within a reasonable timeframe, depending on the complexity of the issues involved. The response will set out:

A summary of the complaint and the steps taken to investigate it. Our conclusions based on the evidence available. Any corrective action, remedy or explanation we can offer. Any learning points or changes to procedures we intend to make.

Time Limits for Making a Complaint

To enable a full and fair investigation, we ask that you raise complaints as soon as possible after the event, and ideally within a few months of the service. This helps ensure that records are available and that those involved can accurately recall the circumstances. Complaints raised after a longer period may still be considered, but the level of detail we can obtain may be more limited.

Our Commitments to You

When you raise a complaint with Man with Van West Ealing, you can expect the following:

We will treat you with courtesy and respect at all times. We will handle your complaint in a fair, objective and non-discriminatory manner. We will keep your information secure and treat it in line with data protection principles. We will focus on understanding what happened and, where possible, how we can put things right. We will use what we learn from complaints to improve our removal services and customer experience.

Possible Outcomes and Remedies

Depending on the nature and circumstances of the complaint, remedies may include:

A clear apology and explanation. Practical steps to correct an error where that is possible. A review of internal processes or staff training to prevent a similar issue arising again. Any other reasonable steps we consider appropriate in the circumstances.

Any remedies will be considered on a case-by-case basis, taking into account the service you booked, the terms agreed at the time, and the specific details of your complaint.

Confidentiality and Data Protection

Information you provide when making a complaint will be handled in confidence and only shared with those who need it to investigate and resolve the issue. We will keep records of your complaint and our responses only for as long as necessary and in line with our legal obligations and internal policies.

Using Feedback to Improve Our Services

We welcome feedback, whether positive or negative, and treat it as an important source of learning. Complaints help us identify where our removal and man and van services can be improved, support staff training, and inform any changes to our procedures or customer communications. By telling us when something has gone wrong, you help us provide a better service to you and to all our future customers.

Review of this Complaints Procedure

This complaints procedure is reviewed regularly to ensure it remains clear, fair and effective. We may update it from time to time to reflect changes in our services, internal processes, or relevant industry standards. The version on this page is the most current and replaces any previous versions issued by Man with Van West Ealing.