Complaints Procedure
Man with Van Edgware Complaints Procedure
Man with Van Edgware aims to provide a reliable and professional removal service for every customer. We recognise that, on occasion, things may not go as planned. This Complaints Procedure explains how you can raise a concern, how we will respond, and the steps we take to put matters right and improve our service.
Our Commitment to You
We are committed to handling all complaints fairly, consistently and as quickly as reasonably possible. We will always treat you with respect, listen carefully to what you have to say, and use your feedback to help improve the way we provide our man and van and removal services.
We aim to:
Make it easy for you to tell us when something has gone wrong.
Acknowledge your complaint promptly.
Investigate your concerns thoroughly and impartially.
Explain our findings clearly and in plain language.
Offer appropriate remedies where we are at fault.
What Counts as a Complaint
A complaint is any expression of dissatisfaction about our services, staff, or the way we have handled your booking or move, where you would like a response or resolution. This may include, for example:
Concerns about punctuality, reliability or conduct of drivers or porters.
Issues with how your belongings were handled, packed or transported.
Disputes about charges, quotes, waiting time, or additional services.
Concerns about communication before, during or after your move.
Any situation where you feel our service fell below what was agreed or reasonably expected.
We welcome feedback of all kinds, whether minor or serious. Raising a concern early gives us the best chance to resolve it quickly.
How to Make a Complaint
You can raise a complaint using any written method that is convenient for you, or by speaking to us directly. When you contact us, please include as much detail as possible so that we can investigate effectively. Helpful details include:
Your full name and, if applicable, the name under which the booking was made.
The date of your move or the date on which the issue occurred.
The pickup and delivery locations and approximate times.
A clear description of what went wrong and how it has affected you.
Any relevant evidence, such as photographs of alleged damage, copies of quotes, invoices or written messages.
What outcome you are seeking, where you have a particular resolution in mind.
If you prefer to raise your concern during your move, please speak to the driver or team leader on site. They will do their best to resolve the matter immediately where this is possible and safe to do so.
Timescales for Raising a Complaint
We ask that you raise any complaint as soon as reasonably possible and, in any case, within 7 days of your move or the incident you are concerned about. For damage to items or property, we ask that you inform us within 48 hours of the move wherever possible, providing clear photographs and a description of the issue.
Raising matters promptly helps us verify what has happened, speak to the team members involved and review any notes or records relating to your booking.
How We Will Handle Your Complaint
Once we receive your complaint, we will follow these stages.
1. Acknowledgement
We aim to acknowledge your complaint within 3 working days. In our acknowledgement, we will confirm that we have received your complaint and explain the next steps in the process.
2. Investigation
Your complaint will be reviewed by a person who was not directly involved in the issue where possible. We may:
Contact you for further information or clarification.
Speak to the driver or team members who carried out your move.
Review booking information, notes and any photographs or other evidence.
Consider the terms and conditions that applied to your booking.
We aim to complete our investigation and provide a full response within 14 working days of acknowledging your complaint. If we are unable to respond in this timeframe, we will let you know, explain the reason for the delay and give you an updated timescale.
3. Response and Outcome
When our investigation is complete, we will provide you with a clear written response. This will normally include:
A summary of your complaint and the key issues you raised.
Details of what we have investigated and the evidence considered.
Our findings and whether we believe we are at fault, in whole or in part.
Any steps we have already taken or will take to put matters right.
Any offer of remedy, which may include an apology, a practical solution such as a return visit or assistance, or financial compensation where appropriate and in line with our terms and conditions.
If You Are Not Satisfied with Our Response
If you are unhappy with the outcome of your complaint, you can ask for it to be reviewed. Please set out why you disagree with our decision or the remedy offered, and provide any further information that you feel is relevant.
A more senior member of our team will then review your complaint, the investigation and our original response. We will aim to provide a final decision within 14 working days of receiving your request for review. This final decision will set out our position clearly and explain any further steps we can reasonably take.
Claims Involving Loss or Damage
Where your complaint involves alleged loss of or damage to your belongings or property, we will carefully review:
The nature of the items involved.
Any pre-existing damage noted before the move.
How the items were packed, loaded, transported and unloaded.
Photographs, videos and written descriptions provided by you.
Our terms and conditions, including any limits on liability and any conditions or exclusions that may apply.
We may ask you for additional information, such as receipts, valuations or repair estimates, where this is relevant to assessing any claim. Any offer of compensation will be made in accordance with our contractual obligations and any applicable insurance arrangements.
Using Feedback to Improve Our Service
Every complaint and piece of feedback is an opportunity for us to improve our man and van and removal services. We regularly review complaints to identify recurring issues, training needs and areas where we can enhance our booking processes, communication or the way we handle customers belongings.
By raising your concerns, you help us maintain and improve the standard of service we provide to customers across our operating area.
Respect and Fair Treatment
We expect all members of staff to treat customers fairly, courteously and without discrimination at every stage of the complaints process. In return, we ask that customers treat our staff with respect, even when they are dissatisfied or frustrated. We may decide to limit or end communication where behaviour is abusive, threatening or unreasonable, but this will not affect our duty to consider the substance of a genuine complaint.
This Complaints Procedure applies to all services provided by Man with Van Edgware and is designed to give you confidence that your concerns will be taken seriously and handled properly.
