Complaints Procedure for Man With a Van Earls Court

Man With a Van Earls Court is committed to providing a reliable and professional removals and small moves service. We aim to resolve any concerns quickly, fairly, and transparently. This complaints procedure explains how you can raise an issue with us, how we will respond, and what you can expect at each stage.

Our commitment to resolving complaints

We take all complaints seriously and use them to improve our services. Whether your concern relates to punctuality, handling of items, conduct of team members, charges, or any other aspect of the service, we will investigate it carefully and respond in a timely manner.

We will always aim to:

• Treat your complaint with respect and confidentiality
• Acknowledge your complaint promptly
• Investigate the matter thoroughly and impartially
• Provide a clear explanation of the outcome
• Where appropriate, offer a suitable remedy or resolution

What counts as a complaint

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

• Delays or missed time slots for your move
• Concerns about the care taken with your belongings
• Issues with loading, unloading, or transport
• Disputes about charges, estimates, or payments
• Behaviour or attitude of our staff or contractors
• Any other aspect of the moving or man and van service that did not meet your expectations

Stage 1: Raising an informal complaint

In many cases, issues can be resolved quickly and informally. If something goes wrong during or immediately after your move, you are encouraged to raise it with the team member in charge on the day or with our office as soon as possible.

Please provide as much detail as you can, including:

• Your full name
• The date and time of your move
• The collection and delivery addresses
• A clear description of the issue
• Any relevant information, such as photos, inventory notes, or job reference numbers

We will try to resolve the matter on the spot or as soon as practical. Where an immediate solution is not possible, we will move your complaint to the formal stage.

Stage 2: Formal complaint

If you feel your concern has not been resolved informally, or if the matter is more serious, you can make a formal complaint. When submitting a formal complaint, please put it in writing and include:

• Your contact details
• Details of the service booked
• A clear explanation of what went wrong
• What you would like us to do to put things right
• Copies or descriptions of any supporting evidence, such as photographs or written notes

Once we receive your formal complaint, we will:

• Acknowledge receipt within a reasonable timeframe
• Allocate your complaint to a manager for investigation
• Review any documents, booking details, and staff reports
• Contact you if we need further information or clarification

Investigation and response times

We aim to complete our investigation and provide a full written response within a reasonable period, taking into account the complexity of the issue. If, for any reason, we are unable to provide a final response within that time, we will update you on our progress and let you know when you can expect a final reply.

Our written response will usually include:

• A summary of your complaint
• Details of the investigation carried out
• Our findings and decision
• Any offer of remedial action, if appropriate
• Information on what you can do if you remain dissatisfied

Possible outcomes and remedies

Depending on the circumstances of your complaint, possible outcomes may include:

• An apology and explanation
• A review or correction of charges, where justified
• Practical steps to resolve a service issue, where possible
• Internal measures to improve our processes or staff training

Any remedy offered will take into account the nature of the issue, the evidence available, and the terms agreed when you booked the service.

If you remain dissatisfied

If you are not satisfied with our final response to your complaint, you may request that a more senior manager reviews the case. You should do this in writing, setting out:

• Why you are unhappy with the outcome
• Any information or evidence you believe has not been considered
• What resolution you are seeking

The reviewing manager will reassess your complaint and our earlier decision. We will then provide you with a further written response explaining whether our decision is upheld or changed, and the reasons for this.

Time limits for complaints

To enable a fair and accurate investigation, we ask that complaints are raised as soon as possible, ideally within a reasonable period of the service taking place. Complaints raised long after the move may be more difficult to investigate thoroughly, especially if key details, staff availability, or evidence are no longer accessible.

Your responsibilities when making a complaint

We ask that all customers raising a complaint:

• Provide accurate and complete information
• Treat our staff with courtesy and respect
• Allow us reasonable time to investigate and respond
• Cooperate with any reasonable requests for further details

Unreasonable, abusive, or threatening behaviour towards our staff will not be tolerated and may affect how we are able to handle your complaint.

Using complaints to improve our service

Complaints play an important role in helping us enhance our removals and man and van services. We regularly review the types of issues raised to identify patterns and areas for improvement, including staff training, communication, scheduling, and handling procedures.

By following this complaints procedure, we aim to ensure that every concern is handled fairly, consistently, and with the professionalism you expect when entrusting us with your move.