Complaints Procedure for Man with Van Erith
This complaints procedure explains how customers can raise concerns about Man with Van Erith and how those concerns will be handled. It applies to all services we provide, including house removals, flat moves, office relocations and man and van services. Our aim is to resolve issues quickly, fairly and in a way that helps improve our service.
Our commitment to customers
Man with Van Erith is committed to delivering reliable and professional removal services. If something goes wrong, we want to know about it. We treat all complaints seriously, whether they relate to punctuality, conduct of staff, quality of service, damage to property or communication.
We will always aim to:
Listen carefully to your concerns, investigate what happened, respond in a clear and timely manner and where appropriate, put things right and learn from the experience.
What is a complaint
A complaint is any expression of dissatisfaction from a customer or their representative about our services, whether justified or not, where a response or resolution is expected. This can include issues that arise before, during or after your removal or man and van booking.
How to raise a concern informally
In many cases, concerns can be resolved quickly on the day of the move or shortly afterwards. If you experience a problem, you are encouraged to speak to the driver or team leader at the time. They may be able to address the issue immediately, for example by adjusting how items are handled, clarifying the agreed service or updating you about timings.
If the issue cannot be resolved on the day, or if you prefer not to raise it with the crew, you can contact the office to discuss the matter informally. We will try to resolve your concern at this stage wherever possible.
How to make a formal complaint
If you are not satisfied after raising an issue informally, or if you feel the matter is serious enough to require a formal investigation, you can make a formal complaint. Please submit your complaint in writing so there is a clear record of the issue and the outcome you are seeking.
When making a formal complaint, please provide the following information where possible:
Your full name and any reference for your booking, the date of the move or service, the address where the service took place, a clear description of what went wrong, including times, people involved and any relevant details, details of any damage or loss, including photographs if available and what you would consider to be a fair resolution.
Time limits for raising complaints
To help us investigate fairly, we ask that you raise complaints as soon as reasonably possible.
Service issues, such as conduct, delay or quality of work, should ideally be reported within 7 days of the move or service date. Damage to property or belongings should ideally be reported as soon as it is discovered and no later than 14 days after the move, so that we can review evidence and records while they are still available.
We may still consider complaints received after these times, but our ability to investigate fully may be limited.
How we will handle your complaint
Once we receive your complaint, we will record it and begin an investigation. Our process is as follows:
First, we will acknowledge receipt of your complaint and confirm that we are looking into the matter. We will then review booking details, job sheets, photographs, crew notes and any other relevant information. If needed, we may contact you to obtain further details or clarification and we may also speak to team members who were involved in the work.
After reviewing the information, we will make a decision about what happened and, if appropriate, what action should be taken. We will then write to you to explain the outcome of the investigation and any steps we propose to resolve the matter.
Timeframe for responses
We aim to acknowledge all formal complaints within 5 working days of receipt. A full response will normally be provided within 20 working days. If the matter is complex or requires further investigation, we will tell you and give you an updated timescale.
Possible outcomes and remedies
Depending on the nature of the complaint and our findings, possible outcomes may include:
An explanation of what occurred and why, an apology where we have fallen short of our standards, practical steps to put things right where possible, such as arranging a further visit to complete work or correct errors and consideration of goodwill gestures, subject to the circumstances of the case.
Where damage to property or belongings is involved, any remedy offered will take into account the condition and age of the item, the information you provided before the move and any limitations stated in our terms and conditions.
Escalating your complaint
If you feel that your complaint has not been handled fairly or you are dissatisfied with the response, you may ask for it to be reviewed. A senior member of the team who was not involved in the original decision will reconsider the complaint, the evidence and the outcome that was reached. They may uphold the original decision, change the decision or propose an alternative resolution. You will receive a written response explaining their findings.
Unreasonable or abusive behaviour
We understand that complaints often arise from stressful situations, especially around moving home or premises, and we aim to be patient and understanding. However, we reserve the right to limit or end communication where a customer behaves in an abusive, threatening or persistently unreasonable way. In such cases, we will explain any steps we are taking and the reasons for them.
Continuous improvement
We use feedback and complaints to improve our services. Trends and common issues are reviewed regularly and may lead to further staff training, changes to procedures or updates to our service information. By following this complaints procedure, Man with Van Erith aims to resolve individual concerns and strengthen the quality and reliability of our removals and man and van services across the area.
