Complaints Procedure for Man and a Van Ealing
Man and a Van Ealing aims to provide a reliable, professional removal service for every customer. We recognise, however, that issues can occasionally arise before, during, or after a move. 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. Our goal is to put things right promptly and fairly while learning from every situation to improve our services.
Scope of This Complaints Procedure
This procedure applies to all customers who have used or booked our removal services, including house moves, flat moves, office moves, or man and van jobs. It covers complaints about the standard of service, conduct of staff, damage to property or belongings, punctuality, communication, or any other aspect of our work that has not met your expectations.
This procedure does not cover matters that are already the subject of legal proceedings, fraudulent or malicious complaints, or issues that relate to services we did not provide directly.
Our Commitments
When you raise a complaint with Man and a Van Ealing, we are committed to:
Listening carefully to your concerns, treating you with respect, and handling your complaint in a professional manner.
Investigating what has happened in a fair and objective way.
Responding within reasonable timeframes and keeping you informed of progress.
Offering an explanation, apology where appropriate, and a proposed resolution.
Using your feedback to help prevent similar issues in the future.
How to Make a Complaint
We encourage you to raise any concern as soon as possible so that we can address it promptly. You can make a complaint in writing. Please include the following information so we can investigate effectively:
Your full name and the address where the service was provided.
The date of your move or scheduled service.
A clear description of what went wrong, including relevant times, locations, and the names or descriptions of any team members involved if known.
Details of any damage, missing items, or other losses, together with any supporting evidence you may have, such as photographs or inventory notes.
What outcome you are seeking, for example an explanation, an apology, a repair or replacement, or financial redress.
Stage One: Initial Review and Response
Once we receive your complaint, we will acknowledge it in writing within a reasonable period of time. The acknowledgement will confirm that we have received your complaint and explain the next steps in the process.
We will then carry out an initial review, which may include speaking to the team members involved in your move, checking booking records, reviewing any photographs or notes, and assessing the circumstances around your complaint. We aim to provide a full written response within a set timeframe from the date we acknowledge your complaint, although complex matters may take longer.
Our Stage One response will normally include a summary of your complaint, the findings of our review, our decision, and any proposed actions or remedies. These remedies may include an explanation, apology, further works to put matters right where possible, or a financial offer, depending on the nature of the issue and the terms and conditions that apply to your booking.
Stage Two: Further Review and Escalation
If you are not satisfied with the Stage One response, you may request a further review. To do this, you should contact us again in writing, explaining why you remain unhappy and what you believe has not been addressed.
Your complaint will then be reviewed by a more senior member of our team who was not directly involved in the original decision. They will reconsider the information already gathered and may ask for additional details or clarification from you or from staff members.
Following this further review, we will send you a Stage Two response, which will either uphold, vary, or overturn the original decision. This response will explain the reasons for our conclusion and confirm whether any additional actions will be taken.
Time Limits for Making a Complaint
To allow us to investigate fairly, complaints about our removal services should normally be made as soon as reasonably possible and in line with the time limits set out in our terms and conditions. Concerns about damage or loss of belongings should be raised without delay, ideally on the day of the move or as soon as the issue is discovered.
While we will always consider the specific circumstances, delays in reporting a problem may make it harder to investigate and could affect the options available for resolution.
Evidence and Investigation
We rely on accurate information to resolve complaints properly. You may be asked to provide photographs, receipts, inventories, or other documents to support your complaint, particularly where damage, delay, or loss is alleged. Our team may also ask questions to clarify events or request access to relevant premises or items for inspection, where appropriate.
During the investigation we may speak with the staff members who carried out the removal, review internal logs or job sheets, and consider our booking records and service notes. All information will be handled sensitively and only shared with those who need it to resolve the complaint.
Outcomes and Remedies
Our response to a complaint will depend on the nature of the issue and the outcome of our investigation. Possible remedies may include:
A clear explanation of what happened and why.
A formal apology where we have fallen short of our standards.
Practical steps to correct a problem, such as returning to complete work or arranging reasonable repairs where appropriate.
Financial redress where this is justified and in accordance with our terms, conditions, and any applicable insurance arrangements.
Internal changes to our processes, staff training, or service delivery to help prevent similar issues in the future.
Continuous Improvement
We see feedback as an important part of maintaining and improving the quality of our removal services. Every complaint is recorded and reviewed so that we can identify patterns, address any recurring problems, and ensure our standards remain high. By following this Complaints Procedure, we aim to provide a fair, transparent process that respects our customers and supports ongoing improvement at Man and a Van Ealing.
