Complaints Procedure

Complaints Procedure for Man with Van Earls Court

Man with Van Earls Court is committed to providing a reliable, safe and professional removal and moving service. We recognise that occasionally things may go wrong, and when they do, we want to resolve them quickly, fairly and transparently. This Complaints Procedure explains how you can raise a concern, how we will deal with it, and what you can expect from us at each stage.

Purpose of this Complaints Procedure

The purpose of this procedure is to provide a clear and simple process for customers who are dissatisfied with any aspect of our removal or man and van services. It applies to all customers using our services, whether for home moves, small office relocations or transport of individual items.

We use all complaints as an opportunity to review and improve our services, staff training, communication and working practices.

What Counts as a Complaint

A complaint is any expression of dissatisfaction about our service, whether it is justified or not. This may include, but is not limited to:

Delays in collection or delivery of items
Damage to property, belongings or premises during a move
Missing items or concerns about how belongings were handled
Behaviour, attitude or professionalism of our staff or drivers
Charges you believe are incorrect or unclear
Failure to follow agreed instructions or booking details
Any other issue that has caused you inconvenience or concern

If you are unsure whether your issue counts as a complaint, please raise it with us and we will treat it in line with this procedure where appropriate.

How to Make a Complaint

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

Verbal complaints: You may explain your concern directly to a member of our team at the time of service or shortly afterwards. If the matter cannot be resolved immediately, we will ask you to set out the details in writing so that we have a clear record.

Written complaints: Written complaints allow us to investigate more thoroughly. When submitting a complaint in writing, please provide the following information where possible:

Your full name
The date of your move or booking
The collection and delivery locations
A clear description of what went wrong
Details of any loss or damage, including photos if available
Any reference numbers or job details provided at the time of booking

Providing as much detail as you can helps us to investigate and respond more effectively.

Time Limits for Making a Complaint

We recommend that you submit your complaint as soon as reasonably possible after the event, and ideally within 7 days of completion of the service. For claims relating to loss or damage to belongings, earlier notification helps us to assess the situation and, where necessary, contact insurers or other parties involved.

How We Will Handle Your Complaint

We aim to deal with all complaints in a fair, consistent and timely manner. Our process is as follows:

Acknowledgement: We will acknowledge your complaint and confirm that it is being investigated. This will usually be within 3 working days of receiving your written complaint.

Investigation: A member of our management team will review your complaint, gather information from the staff involved, and, where necessary, inspect any supporting evidence such as photographs, job sheets or inventory lists.

Clarification: If we need further information from you, we will contact you to clarify details or request additional evidence.

Response: Once our investigation is complete, we will provide you with a written response, setting out our findings, any conclusions we have reached and any steps we propose to take. We aim to issue this response within 14 working days of acknowledging your complaint. If the matter is complex and requires more time, we will let you know and provide an updated timescale.

Possible Outcomes and Remedies

Where a complaint is upheld, we will aim to put things right in a fair and practical way. Depending on the circumstances, this may include:

Providing a clear explanation or apology
Rectifying an error in our records or documentation
Offering a partial or full refund, where appropriate
Offering a goodwill gesture
Reviewing internal procedures, staff training or supervision
Taking further steps to prevent similar issues arising in future

Any financial settlement or compensation will be considered in line with our terms and conditions and, where relevant, any applicable insurance cover for your move.

Escalating Your Complaint

If you are not satisfied with our initial response, you may ask for your complaint to be reviewed by a more senior member of our team. When requesting an escalation, please explain why you remain dissatisfied and what outcome you are seeking.

The senior reviewer will reconsider the information available, including any new details you provide, and issue a final response. This will normally be provided within 10 working days of your request for escalation, unless we advise you of a different timescale.

Your Responsibilities

To help us handle your complaint efficiently, we ask that you:

Provide accurate, complete and honest information
Submit your complaint as soon as reasonably possible
Keep any relevant documents, receipts or photographs
Communicate with our team in a respectful manner
Allow us a reasonable amount of time to investigate and respond

Data Protection and Confidentiality

All complaints are handled in accordance with applicable data protection requirements. Information you provide will be used only for the purpose of investigating and resolving your complaint, administering any related claims and improving our services. We will keep complaint records securely and only share information where it is necessary and lawful to do so.

Continuous Improvement

We regularly review complaints to identify patterns, recurring issues and opportunities to improve our removal services. Feedback, whether positive or negative, helps us to maintain a high standard of service for customers planning moves of any size. By following this Complaints Procedure, you help us address problems constructively and enhance the overall customer experience with Man with Van Earls Court.