Complaints Procedure for Man with Van Elmers End
This Complaints Procedure explains how customers of Man with Van Elmers End can raise concerns about our removal and transport services, and how we will handle and resolve those concerns. We aim to provide a clear, fair and timely process for dealing with any dissatisfaction relating to our work, staff, vehicles or administrative processes.
Our commitment to you
We are committed to providing a reliable, careful and professional man and van service for moves, deliveries and collections. If something goes wrong, we want to know about it so we can put it right where possible and improve our service for the future. All complaints are treated seriously, recorded accurately and handled with respect and confidentiality.
What this procedure covers
This procedure covers complaints about:
Quality of our removal and transport services, including punctuality, handling of goods and conduct of our team.
Damage or loss of items during loading, transport or unloading, subject to the agreed terms and conditions of service.
Charges, quotations, invoicing or payments, including disputes about agreed prices or additional services.
Communication before, during or after a booking, including clarity of information and responsiveness.
Health and safety concerns relating to our work on your premises or at collection and delivery points.
Raising an informal concern
Where possible, we encourage customers to raise any concerns informally in the first instance. If you are unhappy with any aspect of our service on the day of the job, please speak to the driver or team leader attending your booking. Many issues can be addressed immediately on site, such as loading methods, placement of items or clarification of agreed tasks.
If the matter cannot be resolved on the day, or if you prefer not to discuss it with the crew, you can make a formal complaint using the process below.
How to make a formal complaint
To help us investigate your complaint thoroughly and efficiently, please provide the following information where possible:
Your full name and the address where the service took place.
The date and approximate time of the service, and any booking reference if you have one.
A clear description of what went wrong and why you are dissatisfied.
Details of any damage, loss, delay or other issue, including photos if available.
What outcome you are seeking, such as an explanation, correction of an error or a financial remedy in line with our terms.
Complaints should be made as soon as reasonably possible after the issue occurs, ideally within 7 days of the service, particularly if damage or loss is involved. This allows us to investigate while details are still fresh and evidence is more easily available.
Acknowledging your complaint
Once we receive your formal complaint, we will record it in our internal log and begin our review. We will acknowledge that we have received your complaint and confirm that an investigation is under way. In most cases, this acknowledgement will be provided within 5 working days.
How we investigate complaints
Our investigation will be proportionate to the nature of your complaint and may include the following steps:
Reviewing the original booking details, including any written quotation or agreed scope of work.
Speaking with the driver and team members who attended your booking to obtain their account of events.
Examining any photographs, videos or notes you have provided, along with any evidence recorded by our team.
Assessing whether our terms and conditions, including any limitations or exclusions, apply to the case.
Considering what reasonable steps could have been taken to prevent or minimise the problem.
Throughout the investigation we may contact you to ask for additional information or clarification about the events or the outcome you are seeking.
Response times and updates
We aim to provide a full written response to your complaint within 20 working days from the date of acknowledgement. If the matter is complex or requires additional information, the investigation may take longer. In that case we will let you know the reason for the delay and provide an updated timescale.
Our decision and possible outcomes
After completing our investigation, we will provide a clear response setting out:
Our understanding of your complaint and the issues raised.
The steps we took to investigate the matter.
Our decision and the reasons for it, referencing any relevant service terms.
Any remedy or corrective action we are prepared to offer, which may include one or more of the following where appropriate:
An explanation or apology.
Practical steps to correct an error or complete agreed work, where feasible.
A goodwill gesture, where justified by the circumstances.
Consideration of compensation in line with our removal service terms and any applicable limitations of liability.
If you remain dissatisfied
If you are not satisfied with the outcome of your complaint, you may ask us to review the decision. In doing so, please explain why you believe the response is incomplete, incorrect or unfair, and provide any additional information you think is relevant. We will then carry out a further review and confirm whether our original decision is upheld or amended.
Recording and using complaints to improve
All complaints are recorded in our internal system. We regularly review complaint data to identify patterns, training needs and opportunities to improve our man and van and removal services. This may include updates to staff training, loading procedures, communication practices, documentation or scheduling processes.
Confidentiality and data protection
Information you provide as part of a complaint will be handled in line with our data protection responsibilities. Details of your complaint will be shared only with staff who need the information in order to investigate and resolve the matter. We will keep complaint records for as long as is reasonably necessary for legal, regulatory or operational reasons.
Review of this procedure
This Complaints Procedure is reviewed periodically to ensure it remains clear, fair and effective for our customers who use our man and van and removal services. We may update the procedure from time to time to reflect changes in our operations or legal requirements.
