Complaints Procedure for Man With a Van Eltham

Man With a Van Eltham is committed to delivering a reliable and professional removal service. We aim to resolve any issues quickly, fairly, and transparently. 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 provide a clear and straightforward process for customers who are dissatisfied with any part of our man and van or removal services. It covers all types of concerns, including service quality, conduct of staff, damage to property or belongings, punctuality, pricing disputes, and communication issues.

This procedure applies to all domestic and commercial customers who have used our moving or delivery services.

What Counts as a Complaint

A complaint is any expression of dissatisfaction, whether spoken or written, where you request a response or resolution. Examples include:

Service not delivered as agreed, such as delays or missed appointments. Concerns about the handling, loading, transport, or unloading of your belongings. Damage or loss of items during a move or collection. Disputes about charges, quotes, or additional costs. Concerns about the behaviour, attitude, or professionalism of any member of our team.

We encourage you to raise any concerns as soon as possible so that we can investigate while the details are still clear.

How to Make a Complaint

You can raise a complaint using any of the following methods:

Verbally: You may speak to the driver or team leader on the day of the job and explain your concern. If possible, they will try to resolve the issue immediately. In writing: You may submit a written complaint outlining your concerns and the outcome you are seeking. Written complaints help us investigate accurately and keep a clear record of the issue.

When making a complaint, please provide the following information where possible: your full name; the date of your move or service; the collection and delivery addresses; a clear description of the issue; details of any items involved, including photos if applicable; and any steps already taken to resolve the matter.

Our Complaints Handling Process

We aim to deal with all complaints promptly and professionally. Our complaints handling process usually follows these stages.

1. Acknowledgement

Once we receive your complaint, we will acknowledge it as soon as reasonably possible. For written complaints, we aim to confirm receipt within a reasonable timeframe. If further information is needed, we will contact you to clarify details before we begin our full investigation.

2. Investigation

Your complaint will be reviewed by an appropriate member of our team who was not directly involved in the issue, where possible. The investigation may include:

Reviewing the booking details, notes, and any written communications. Speaking to the driver or moving team who carried out the work. Assessing any photographs, inventory lists, or job records. Considering our standard terms and conditions and service commitments.

We aim to complete our investigation within a reasonable timescale. If the matter is complex and requires more time, we will let you know and provide an updated timeframe.

3. Response and Outcome

When our investigation is complete, we will send you a written response explaining:

What we have understood your complaint to be. The steps we took to investigate. Our findings and decision. Any proposed resolution or next steps.

Where a complaint is upheld in full or in part, the outcome may include an explanation, an apology, corrective action, a review of our procedures, or where appropriate, a gesture of goodwill in line with our policies.

If You Are Not Satisfied

If you are unhappy with the outcome of your complaint, you may request a review. In your request, please explain why you feel the decision was not correct or fair, and include any additional information or evidence that you would like us to consider.

A review will be carried out by a senior member of our team wherever possible. They will look again at the complaint, the investigation, and the decision, and may contact you for further clarification. A final response will then be issued, setting out our final position on the matter.

Time Limits for Making a Complaint

We recommend that complaints are raised as soon as possible after the issue occurs, ideally within a short period of the service date. This helps us to investigate effectively, as details are easier to verify and evidence is more readily available.

Complaints raised after a significant delay may be more difficult to investigate in full, but we will still review them and respond where we can.

Fair Treatment and Confidentiality

All complaints are handled fairly and without prejudice. Making a complaint will not affect your rights or any future service you may receive from Man With a Van Eltham.

We will treat your information sensitively and keep it confidential, sharing it only with those who need it to investigate and resolve your complaint. Any personal data will be handled in line with applicable data protection principles.

Continuous Improvement

We value feedback from our customers and use complaints as an opportunity to improve our services. Where we identify recurring issues, we may update our training, procedures, or communication to reduce the risk of similar problems occurring in future.

Our aim is to provide a dependable, efficient removal and man and van service. This complaints procedure is part of our commitment to accountability, transparency, and customer satisfaction.