Complaints Procedure

Man with Van Ilford Formal Complaints Procedure

This Complaints Procedure explains how customers of Man with Van Ilford can raise concerns about any aspect of our removal or man and van services, and how those concerns will be handled. Our aim is to respond to all complaints fairly, consistently and promptly, and to use feedback to improve our services for future moves.

Scope of this Complaints Procedure

This procedure applies to all customers who have used, or attempted to use, our man and van or removal services. It covers issues such as booking arrangements, punctuality, conduct of staff, handling of belongings, vehicle suitability, completion of work and billing or payment concerns. This procedure does not affect any statutory rights you may have under consumer law.

Our Commitment to You

Man with Van Ilford is committed to providing a reliable and professional removal service. When something goes wrong, we want to know about it so we can put matters right where possible and prevent similar issues in the future. We will treat every complaint seriously, keep you informed throughout the process and aim to resolve matters at the earliest opportunity.

How to Make a Complaint

You can raise a complaint about our services in writing or verbally. Written complaints are preferred because they help avoid misunderstandings and allow us to keep a clear record of the issues raised. When submitting a complaint, please provide the following information where possible:

Your full name and a suitable way for us to contact you. The date and approximate time of your move or booking. The collection and delivery locations for your move. A clear description of what went wrong, including any relevant times, events, or conversations. Details of any damage, loss, delays or other concerns. Any supporting evidence you may have, such as photographs, inventory lists, job reference numbers or receipts.

If you are making a complaint on behalf of another person, we may need confirmation that you are authorised to act for them, particularly where the complaint involves personal information or financial matters.

When to Make a Complaint

Please raise your complaint as soon as reasonably possible after the issue occurs. Complaints about removal services are easier to investigate and resolve when they are made promptly as records, recollections and supporting evidence are more likely to be complete and accurate. While there is no fixed time limit in this procedure, delays in raising a complaint may limit the range of remedies available.

Complaints Handling Stages

We operate a simple, staged process designed to resolve issues quickly and fairly.

Initial review: In the first instance, we will review your complaint and, where possible, resolve it informally. This may involve clarifying details with you, checking booking information, and speaking with the driver or removal team involved. Many issues can be resolved at this stage through explanation, correction of mistakes or a practical solution.

Formal investigation: If the matter cannot be resolved informally, or if the complaint is complex or serious, it will be treated as a formal complaint. A member of our management team will investigate the concerns raised, consider the information provided, review any evidence and speak to the staff involved. We may contact you for further details or clarification during this process.

Final outcome: Once the investigation is complete, we will provide you with a clear response explaining our findings, any steps we have taken or propose to take, and any offer of remedy where appropriate.

Response Times

We aim to acknowledge receipt of your complaint within a reasonable period of time. In most cases, a full response will be provided after we have completed our investigation. The time needed will depend on the complexity of the complaint, the availability of staff and any supporting information required. If we cannot provide a full response within a reasonable period, we will keep you updated on the progress of your complaint and explain when you can expect a final outcome.

Possible Outcomes and Remedies

Following our investigation, we may offer one or more of the following outcomes where appropriate:

An explanation or clarification of what happened and why. An apology where service has fallen below our expected standards. Practical steps to put things right, where this is possible. Review or correction of charges where a billing error has occurred. Changes to internal procedures or staff training to reduce the likelihood of similar issues occurring in future.

Any remedy offered will depend on the specific circumstances of the complaint, the terms agreed when booking the service and any applicable legal or contractual limitations.

Complaints Involving Damage or Loss

If your complaint relates to alleged damage to property or loss of items during a removal, please provide full details as soon as possible. It is helpful if you can supply photographs, a list of affected items and, where relevant, any original condition reports or inventories. We may need to assess the nature of the damage, how the items were packed or prepared, and any pre-existing conditions.

Where there are time limits or specific requirements under our terms and conditions or relevant insurance provisions, these may affect how such complaints are handled. We will explain any applicable restrictions or processes when discussing your complaint.

Confidentiality and Data Protection

All complaints will be handled in confidence and in line with applicable data protection requirements. Information about your complaint will only be shared with staff who need it to investigate and resolve the issues. Complaints information may be retained for a reasonable period for record keeping, quality monitoring and training purposes.

Escalation and Further Steps

If you are not satisfied with the way your complaint has been handled, you can ask for the outcome to be reviewed. In doing so, please explain why you remain dissatisfied and what further resolution you are seeking. We will then arrange for a further review where appropriate. This procedure does not prevent you from seeking independent advice or pursuing any legal rights you may have.

Review of this Complaints Procedure

Man with Van Ilford keeps this Complaints Procedure under regular review to ensure it remains clear, fair and effective for customers using our man and van and removal services. Updated versions will apply to complaints raised after the date of the revision.