Complaints Procedure for Man with Van Earls Court

Man with Van Earls Court is committed to providing a reliable and considerate removals service. We recognise that, on occasion, things may not go as planned and you may wish to raise a concern. This complaints procedure explains how you can tell us about a problem, how we will respond, and what you can expect from us at each stage.

Our Commitment to You

We aim to deliver a professional man and van and removal service where customers feel listened to and respected. When you raise a complaint, we will:

Take your concerns seriously and treat them confidentially within our business.

Log and review all complaints fairly and without discrimination.

Investigate what went wrong and why.

Offer a clear explanation in plain language.

Where appropriate, put things right and learn from the issue to improve our service.

What Counts as a Complaint

A complaint is any expression of dissatisfaction about our removal or man and van services, whether or not you believe we are at fault. This may include, for example:

Concerns about punctuality, conduct, or communication.

Issues with how your belongings were handled, packed, or transported.

Disputes about charges, quotes, or the services delivered.

Any situation where you feel the service was below the standard you expected.

How to Make a Complaint

You can raise a complaint in writing or verbally. To help us deal with your complaint efficiently, please provide:

Your full name and any reference you have for the booking.

The date of your move or the service in question.

A clear description of what happened, including times and locations where possible.

Details of any damage, loss, or other impact you believe resulted from the issue.

What you would like us to do to resolve the matter, if you have a preferred outcome.

If you raise your concern during or immediately after your move, our team will try to resolve it there and then where it is reasonable and safe to do so. If this is not possible, it will be recorded and passed to the person responsible for handling complaints.

Stage One: Initial Review and Response

Once we receive your complaint, we will acknowledge it within a reasonable time. We will then:

Record the details in our internal complaints log.

Review any notes from the booking, collection, transport, and delivery stages.

Speak to the staff involved, where relevant.

We will aim to provide you with an initial response as soon as we can. This first response may:

Clarify aspects of your complaint if more detail is needed.

Set out our understanding of the issue.

Explain the next steps and an estimated timescale for a full reply.

Stage Two: Investigation and Outcome

We will conduct a fuller investigation where the matter cannot be resolved at the first stage. This may involve:

Reviewing booking information, job sheets, and relevant documentation.

Discussing the matter with the removal team and any supervisors.

Assessing any evidence you have provided, such as photographs of damage.

Once our investigation is completed, we will provide a written outcome. This will normally include:

A summary of your complaint.

An explanation of what we have found.

Any proposals we are making to resolve the issue.

Where applicable, information on the next steps if you remain dissatisfied.

Possible Resolutions

The resolution we offer will depend on the nature of the complaint and the outcome of our investigation. Possible options may include:

A written apology and explanation.

Corrective action, such as revisiting the property for a reasonable remedial service where appropriate.

Consideration of compensation or reimbursement, where a loss has been established and is covered by our terms and conditions or relevant insurance.

Service improvements, training, or procedural changes designed to prevent a recurrence.

Any offer of compensation will be assessed fairly and in line with our obligations, taking into account the information and evidence provided.

If You Are Still Unhappy

If you are not satisfied with the outcome at the conclusion of our internal complaints process, you may request that we review the matter again. When doing so, please explain why you believe the decision is incorrect or incomplete and provide any further information you feel is relevant.

We will re-examine the complaint and, where necessary, involve a more senior person who was not directly involved in the original move or investigation. Following this review, we will send you a final response explaining our conclusions and any further options that may be open to you.

Time Limits for Making a Complaint

To help us investigate effectively, we ask that complaints are raised as soon as reasonably possible after the service has been provided. In the case of damage or loss of items, it is particularly important that you notify us promptly, so that the circumstances can be properly assessed.

Specific time limits and responsibilities may also be set out in our general terms and conditions, including any provisions related to removals, packing, storage, and man and van services. We encourage you to read those terms carefully, as they form part of the basis on which we provide our services.

Using Your Feedback to Improve Our Service

Every complaint is an opportunity for us to review how we work and identify where we can do better. We regularly review complaint themes, such as punctuality, handling of items, or clarity of information, to help improve our removals and man and van services over time.

By following this complaints procedure, we aim to maintain clear communication, fair treatment, and a professional approach for everyone who chooses Man with Van Earls Court for their moving needs.