Complaints Procedure for Man with Van Mile End

This Complaints Procedure explains how customers of Man with Van Mile End can raise concerns about our man and van and removal services, and how we respond. Our aim is to resolve any issues quickly, fairly and in a way that helps improve our service for future moves.

Our Commitment to Customers

We are committed to providing a reliable, professional removal service for customers moving homes, flats, offices, or single items. If something goes wrong, we want to know. Complaints are an opportunity for us to listen, put things right where we can, and prevent similar problems from happening again.

All complaints are treated seriously, handled with respect and confidentiality, and reviewed by appropriate members of our team.

What This Procedure Covers

This procedure applies to any complaint about our man and van or removal services, including but not limited to:

Concerns about the conduct, attitude, or professionalism of our drivers or porters. Issues with arrival times, scheduling, or communication before, during, or after your move. Problems with how your belongings were handled or protected. Disputes about charges, quotations, or payment. Concerns about damage, loss, or delays relating to removal work.

This procedure does not cover emergencies where you need immediate operational assistance during an active job. In such cases, please contact your allocated coordinator or the office through your usual communication method so we can help in real time.

Who Can Make a Complaint

Any customer who has used or booked our services can make a complaint, including private individuals, landlords, agents, or businesses. A complaint may also be raised by someone acting on the customer’s behalf, as long as they have permission to do so.

How to Make a Complaint

You can make a complaint in writing. Providing as much detail as possible will help us review your concerns thoroughly and respond accurately.

Please include the following information where possible:

Your full name and, if different, the name used on the booking. The date of your removal service and the pick up and delivery locations. A clear description of what happened, including key times and events. The names or descriptions of any staff involved, if known. Any supporting information, such as inventories, photographs of damage, or copies of messages. What outcome or resolution you are seeking.

We encourage customers to raise concerns as soon as reasonably possible after the service, as this allows us to investigate more effectively while events are still recent and records are easily accessible.

Initial Acknowledgement

Once we receive your complaint, we will acknowledge it in writing. In most cases, we aim to acknowledge complaints within three working days. The acknowledgement will confirm that we have received your concerns and that an investigation will take place.

How We Investigate Your Complaint

Your complaint will be reviewed by a manager or another team member who has not been directly involved in the issue wherever practical. Our investigation may include:

Reviewing your booking details, job records, and any relevant notes. Speaking with the driver or removal team who carried out the work. Considering any photographs, inventory sheets, or move documentation. Reviewing messages or other communications relating to the booking.

We may contact you to clarify points, request further information, or discuss possible solutions. Open and honest communication helps us understand the situation and reach a fair outcome.

Timeframes for a Full Response

The time needed to investigate depends on the complexity of the complaint. Our general aim is to provide a full written response within 14 working days of acknowledging your complaint.

If the issue is complex or requires more extensive investigation, we will let you know and provide an updated expected timeframe. We will keep you informed of progress until the matter is concluded.

Possible Outcomes

After investigating, we will provide a written response summarising:

The issues you raised. The steps we took to investigate. Our findings and decision. Any actions we will take as a result.

Possible outcomes may include, where appropriate:

An explanation or clarification where there has been a misunderstanding. An apology where our service has fallen below our standards. Corrective action for future bookings, such as procedural changes or staff training. A gesture of goodwill, where considered appropriate. Consideration of any claims relating to damage or loss, in line with our terms and conditions.

Each complaint is considered on its own facts, and outcomes may vary depending on the circumstances and evidence available.

If You Are Not Satisfied

If you are not satisfied with our initial response, you may ask for your complaint to be reviewed again. Please set out why you remain unhappy and what you feel has not been properly addressed.

A senior member of our team will review the complaint, the initial investigation, and the response given. Following this review, we will provide a final written reply setting out our position.

Recording and Using Complaint Information

We keep records of complaints and their outcomes. This information is used to monitor the quality of our removal services, identify recurring issues, and improve our processes, training, and customer communication.

Personal information contained within complaints is handled in line with applicable data protection principles. It is used only for handling your complaint and improving our services.

Accessibility and Language

If you need help making a complaint, or if English is not your first language, we will do our best to support you. You may ask a representative, friend, or family member to assist you in setting out your concerns in writing.

Updates to This Procedure

We may update this Complaints Procedure from time to time to reflect changes in our services, operational processes, or legal requirements. The version published on our website is the most current and will apply to complaints raised at that time.

By providing a clear and open complaints process, Man with Van Mile End aims to support customers across our service area and maintain a professional, trustworthy removal service.