Complaints Procedure for Man with Van Earls Court

Man with Van Earls Court is committed to providing reliable and professional removal and man and van services. We recognise that, on occasion, things may not go as planned. This complaints procedure explains how you can raise a concern, how we will respond, 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 and fair process for raising issues about our services. It applies to all services we provide, including home moves, flat moves, office relocations, student moves and collection and delivery of items. Our aim is to resolve concerns quickly, learn from feedback and continually improve our service.

What We Class as a Complaint

A complaint is any expression of dissatisfaction about our services or the way they have been delivered, whether justified or not. This can include issues such as delays, missed appointments, damage to property or belongings, conduct or attitude of staff, communication problems, or concerns about charges or invoicing.

If you are unsure whether your concern counts as a complaint, we encourage you to contact us and we will treat your feedback appropriately. We are happy to deal with both informal concerns and formal complaints.

Raising an Informal Concern

In many situations, problems can be resolved quickly and informally. If something goes wrong during your removal or man and van service, please speak to the driver or team on the day where possible. They will do their best to put things right immediately.

If the issue cannot be resolved at the time, or if you prefer not to discuss it with the crew, you can contact our office to explain what has happened. Please provide as much information as you can, including your full name, the service date, the pick-up and delivery locations, and a clear description of the problem.

How to Make a Formal Complaint

If your concern has not been resolved informally, or if you feel the issue is serious enough to be treated as a formal complaint from the outset, you may submit a formal complaint. When making a formal complaint, please include:

Your full name and any reference for your booking
The date and nature of the service you received
A detailed description of what went wrong
Details of any conversations you have already had with our staff
What outcome you are seeking, for example an explanation, apology, correction or consideration of compensation

We encourage you to submit your complaint as soon as possible after the issue arises, and ideally within 28 days of the service date, so that we can investigate effectively.

Acknowledgement of Your Complaint

Once we receive your formal complaint, we will acknowledge it within a reasonable time. Our acknowledgement will confirm that we have received your complaint and that it is being reviewed. We may ask you for further information if anything is unclear or if we require additional details in order to investigate properly.

How We Investigate Complaints

We aim to carry out a fair, objective and thorough investigation. Depending on the nature of your complaint, this may involve reviewing your booking details and any written communications, speaking to the removal team or driver involved, checking any photos or supporting documents you have provided, and reviewing our internal policies and procedures.

We treat every complaint seriously and confidentially. Information about your complaint will only be shared with staff who need it to investigate and respond.

Our Response and Possible Outcomes

After the investigation is complete, we will provide you with a written response setting out our findings. This response will usually include a summary of your complaint, an explanation of what we have investigated, our conclusions based on the information available, and any steps we propose to take.

Depending on the outcome, we may offer one or more of the following: an explanation of what went wrong and why, an apology where appropriate, corrective action such as staff training or changes to our processes, and, where justified under our terms and conditions, a goodwill gesture or consideration of compensation.

Timeframes for Handling Complaints

We aim to resolve complaints as quickly as we reasonably can. Straightforward complaints may be resolved within a few working days. More complex matters, such as those involving property damage or multiple parties, may take longer. If we cannot provide a full response within a reasonable period, we will keep you informed of progress and let you know when you can expect a final response.

Escalating Your Complaint

If you are not satisfied with the outcome of your complaint, you may ask for the decision to be reviewed. In that case, your complaint will be considered by a more senior member of our team who was not directly involved in the original investigation. They will review the information, consider any new evidence you provide, and decide whether the original outcome should be upheld, changed or supplemented.

We will then provide you with a final response, setting out our position clearly. This is the final stage of our internal complaints procedure.

Your Responsibilities as a Customer

For us to handle complaints fairly and effectively, we ask customers to provide accurate information, cooperate with any reasonable requests for clarification or evidence, and treat our staff with courtesy and respect throughout the process. Abusive, aggressive or threatening behaviour will not be tolerated and may result in communication being limited to certain channels or, in extreme cases, services being declined in future.

Using Complaints to Improve Our Service

We view complaints and feedback as an essential tool for improving our removal and man and van services. We regularly review complaints data to identify trends, staff training needs, and opportunities to improve our systems, service standards and customer communication. By doing this, we aim to prevent similar issues from arising again and to deliver a smoother and more reliable moving experience for all customers.

Updates to This Complaints Procedure

We may update this complaints procedure from time to time to reflect changes in our services, legal requirements or industry best practice. Any updates will apply to complaints raised after the revised procedure is published.

If you have any questions about this complaints procedure or would like help in making a complaint, please contact us and we will be happy to assist you.