Complaints Procedure
Man and a Van Ilford Complaints Procedure
Man and a Van Ilford is committed to providing a reliable, professional and courteous removal service. We recognise that, on occasion, things may not go to plan. When this happens, we want to know about it so we can put things right and improve our service. This complaints procedure explains how to raise a concern, how we will handle your complaint, 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 fair process for dealing with complaints relating to our man and van and removal services. It is designed to:
Allow customers to raise issues easily and be heard respectfully.
Ensure complaints are handled promptly, consistently and fairly.
Provide an opportunity for us to review what went wrong and prevent it happening again.
Maintain confidence in our service across our local service area.
What Counts as a Complaint
A complaint is any expression of dissatisfaction about our services, whether justified or not, that requires a response. This may include, for example:
Concerns about punctuality, conduct or behaviour of staff.
Issues with how your belongings were handled or transported.
Disagreements over the service provided compared with what was agreed.
Concerns about charges, invoices or payment terms.
Any aspect of communication before, during or after your move.
This procedure does not cover general enquiries, requests for quotes or routine service feedback that does not require a formal investigation. However, if you are unsure whether your issue is a complaint, you may raise it with us and we will guide you.
How to Make a Complaint
You can make a complaint in writing or verbally. Written complaints are usually easier for both parties to review, as they provide a clear record of what happened and what outcome you are seeking. When you contact us, please provide as much detail as possible, including:
Your full name and the address where the service was carried out.
The date of your move or booking and any reference details provided.
A clear description of what went wrong, including relevant times and locations.
Names or descriptions of any staff involved, if known.
Any supporting information, such as photographs or documents.
What you would consider a fair resolution.
We encourage you to raise your complaint as soon as possible after the issue arises so that details are fresh in everyone’s mind and we can investigate thoroughly.
Stage One: Informal Resolution
In many cases, complaints can be resolved quickly through an informal discussion with a member of our team. If a problem arises on the day of your move, please raise it with the crew leader on site if it is safe and appropriate to do so. They will do their best to correct the issue immediately.
If your concern arises before or after the move, you can contact our office to explain the problem. We will:
Listen carefully to your concerns.
Clarify the issue to ensure we understand it fully.
Seek to resolve the matter promptly, where possible.
If you are satisfied with the outcome at this stage, the complaint will be considered resolved. If you remain unhappy, or if the matter is too serious to be resolved informally, it will move to the formal complaints stage.
Stage Two: Formal Complaint and Investigation
If an issue cannot be resolved informally, you may submit a formal complaint. Once we receive it, we will:
Acknowledge receipt of your complaint within a reasonable time.
Record your complaint in our internal complaints log.
Assign a person with appropriate seniority to review and investigate the matter.
During the investigation, we may:
Review all relevant documents and booking details.
Speak with staff members involved in the service.
Ask you for further clarification or additional information if needed.
We aim to complete our investigation and provide a response within a reasonable timeframe. If the matter is complex and requires more time, we will let you know and keep you updated on progress.
Our Response and Possible Outcomes
Once our investigation is complete, we will provide you with a clear response setting out:
What we have understood from your complaint.
What we have found during our investigation.
Whether your complaint is upheld, partially upheld or not upheld.
Any steps we have already taken or will take as a result.
Depending on the circumstances, possible outcomes may include:
An apology and explanation.
Corrective action to put things right where possible.
A review of our internal processes or staff training.
Other reasonable remedies appropriate to the situation.
Any offers of resolution will be made in good faith and with the aim of being fair and proportionate to the issues raised.
If You Are Still Unhappy
If you are not satisfied with our formal response, you may ask us to review the complaint again. When requesting a further review, please explain why you remain dissatisfied and what outcome you are seeking.
We will arrange for a different senior member of our team, wherever possible, to review the handling of your complaint and the conclusions reached. This person will consider whether the procedure was followed correctly and whether the outcome was fair based on the evidence available.
After the review, we will confirm our final position in writing. At this stage, our internal complaints procedure will be considered exhausted.
Recording and Learning from Complaints
All formal complaints are recorded in our internal complaints log. We monitor this record regularly to identify patterns or recurring issues. This helps us to:
Improve our removal and man and van services.
Update staff training and guidance.
Strengthen our policies and working practices.
Enhance the overall customer experience.
We value feedback, including complaints, as an important way to improve the quality and reliability of our service within our operating area.
Confidentiality and Fair Treatment
We treat all complaints seriously and handle them with discretion. Information will only be shared with those who need it to investigate and respond to the complaint. We will treat you with respect at all times and expect our staff to be treated in the same way.
Raising a complaint in good faith will not prejudice any current or future bookings you may make with Man and a Van Ilford.
Review of This Procedure
This complaints procedure is reviewed periodically to ensure it remains clear, effective and in line with our commitment to providing a professional and dependable service. We reserve the right to update or amend this procedure from time to time, with any significant changes being applied to future complaints.
