Complaints Procedure

Complaints Procedure for Man with Van Ilford Removal Services

Man with Van Ilford is committed to providing a reliable, professional and friendly removal service across our operating area. We recognise that, despite our best efforts, issues can sometimes arise. 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.

Purpose of This Complaints Procedure

The purpose of this procedure is to give customers a clear, fair and transparent process for raising complaints about our man and van or removal services. We use all feedback, including complaints, to help us improve how we plan moves, handle belongings, communicate with customers, and deliver our services on the day of the job.

What Counts as a Complaint

A complaint is any expression of dissatisfaction about our services, whether justified or not, where you would like us to investigate the matter and respond. This may include, for example:

Concerns about the quality of packing, loading or unloading of items.

Issues involving delays, missed time slots or problems with scheduling.

Concerns about staff conduct, behaviour or attitude.

Disputes related to charges, quotes or additional costs for removal services.

Any other matter where you feel our service has not met the standard you reasonably expected.

How to Raise a Complaint

We encourage customers to raise any concerns as soon as possible so that we can address them quickly and effectively. You can make a complaint verbally or in writing.

When raising a complaint, please provide as much information as you can, including:

Your full name and the address where the removal service was carried out.

The date of your move or booking, and the approximate time.

A clear description of what went wrong and how it affected you.

Details of any conversations already held with our team about the issue.

Any supporting information you wish to share, such as photographs or item lists, if relevant.

Initial Informal Resolution

In many cases, complaints can be resolved quickly and informally by discussing the issue with a member of our team involved in your move or with the person who handled your booking. We will always try to resolve matters immediately where possible, especially where a simple clarification or quick action can put things right.

If you are not satisfied with the informal response, or if the matter is more serious or complex, you may ask for it to be treated as a formal complaint in line with the steps below.

Formal Complaints Process

Once we receive your formal complaint, we will follow these stages.

Stage 1: Acknowledgement

We aim to acknowledge all formal complaints within a reasonable time frame. Our acknowledgement will confirm that we have received your complaint, outline the key issues we understand you to have raised, and explain the next steps in the investigation.

Stage 2: Investigation

Your complaint will be reviewed by a person with appropriate seniority who was not directly responsible for the issue you have raised, wherever possible. The investigation may include:

Reviewing your booking details, job notes and any photographs or documentation.

Speaking with the removal team and any staff members involved in your move.

Checking any relevant policies, procedures and agreed terms of service.

We may contact you during this stage if we need further information or clarification in order to understand what happened and how best to address it.

Stage 3: Response and Outcome

Once the investigation is complete, we will provide a written response explaining:

The issues you raised and what we have investigated.

Our findings based on the information available.

Any steps we have taken or will take to put matters right, where appropriate.

Any changes we intend to make to our processes to reduce the risk of similar issues in future.

Where it is appropriate, possible outcomes may include an explanation or apology, remedial work, a gesture of goodwill, or other reasonable steps to address your concerns. All decisions are made on a case by case basis and will take into account the nature of the complaint, any evidence provided and the terms applicable to your booking.

Timeframes for Handling Complaints

We aim to handle complaints as promptly as we can. In most cases, we will be able to provide a full response within a reasonable period from acknowledging your complaint. More complex matters, such as those involving multiple parties or damage assessments, may take longer to investigate. If this happens, we will keep you updated on progress and provide an estimated timescale for a final response.

Further Review of Your Complaint

If you remain dissatisfied after receiving our formal response, you can request that your complaint is reviewed again. In this case, we will arrange for a further review by a senior person who has not previously been involved, where possible. They will consider whether the original investigation was thorough and fair and whether the outcome was reasonable in the circumstances.

Fair Treatment and Respect

We treat all complaints seriously and handle them with respect, confidentiality and professionalism. We expect customers to behave respectfully towards our staff at all times, including when they are upset or disappointed. Abusive, threatening or discriminatory behaviour may result in us limiting or ceasing communication, though we will still seek to deal fairly with any substantive issues raised.

Using Complaints to Improve Our Removal Service

Feedback and complaints provide valuable insight into how our removal services are experienced day to day across our service area. We regularly review complaints to identify patterns and areas for improvement. This may lead to additional staff training, updates to our procedures, improved communication before and during moves, and measures to protect customers belongings more effectively.

Policy Review

This Complaints Procedure is reviewed periodically to ensure it remains clear, fair and effective for customers using Man with Van Ilford. Any changes to the procedure will apply to complaints received after the date on which the updated procedure is published.

We appreciate all customers who take the time to let us know when something has not gone as expected. By raising a complaint in line with this procedure, you help us put things right where we can and support us in continuing to improve the quality and reliability of our man and van removal services.