Man with Van Hornchurch Complaints Procedure

This complaints procedure sets out how customers of Man with Van Hornchurch can raise concerns about our removal and man and van services, and how we will respond. We aim to provide a reliable and professional service across our operating area, but if something goes wrong, we want to know about it so we can put it right and improve.

Our commitment to handling complaints

We treat every complaint seriously and aim to resolve matters promptly and fairly. All complaints are handled in line with this procedure, whether they relate to household removals, small moves, single item transport, or any related services.

Our goals when dealing with a complaint are to understand what happened, put things right where possible, explain our findings clearly, and learn from the issue to improve our service for future customers.

What counts as a complaint

A complaint is any expression of dissatisfaction about our service, whether it is about the booking process, communication, pricing, collection or delivery, handling of goods, punctuality, staff conduct, or aftercare. You do not need to use the word complaint for us to treat your concern as one.

We welcome all feedback, including minor concerns. Raising an issue early often helps us resolve it more quickly and with less inconvenience to you.

How to make a complaint

You can make a complaint in writing or verbally. We encourage written complaints wherever possible, as this helps us record the details accurately. Please provide as much information as you can, including your full name, details of the service booked, the date of the move or transport, and a clear description of what went wrong.

If you raise your complaint during a job, you can speak to the driver or team member on site. They will do their best to address the matter immediately and will also report it to our office so it can be logged and reviewed.

If your complaint is made after the service has been completed, please contact us as soon as possible so that events are still recent and evidence is easier to review.

Information we may ask for

To investigate your complaint thoroughly, we may ask you for further details, such as photographs of any damage, copies of correspondence, or confirmation of agreed arrangements. Providing this information promptly helps us reach a fair conclusion more quickly.

Where a complaint relates to loss or damage of items during a removal or man and van job, we may ask for a description of the items, approximate value, and the condition before and after the service.

Complaint timescales

We aim to acknowledge your complaint within a reasonable period and to provide a full response after we have completed our investigation. The time needed will depend on the complexity of the issue, the availability of staff statements, and any supporting information we require from you.

If we cannot give you a full response within our usual target timeframe, we will let you know the reason for the delay and when you can expect a further update.

How we investigate complaints

Once we receive your complaint, we will log it and assign it for review. We may speak to the staff involved in your job, review any job notes, schedules, and relevant internal records, and consider any evidence or information you have supplied.

We will assess whether our service met the standards we aim to provide for local removals and man and van work, and whether our terms and conditions and agreed arrangements were followed. We will then decide whether your complaint is upheld in full, upheld in part, or not upheld.

Our response and possible outcomes

When we have completed our investigation, we will explain our findings to you in clear and straightforward language. Where we find that we have made a mistake, fallen below our standards, or could reasonably have done more, we will aim to put things right. Depending on the circumstances, this may include an apology, an explanation of what went wrong, practical steps to resolve an outstanding issue, or other forms of redress where appropriate under our terms.

We may also explain any changes we intend to make to our procedures, staff training, or operational practices to reduce the likelihood of similar issues occurring again.

If you are not satisfied with the outcome

If you are unhappy with our response, you may ask for your complaint to be reviewed again. In your request, please explain why you disagree with our findings or the outcome, and share any additional information that you feel has not been considered.

We will arrange for a further review, where reasonably possible by someone who was not directly involved in the original decision. After this review, we will provide you with a final response and explanation.

Time limits for raising complaints

We ask that complaints about our removal or man and van services are raised as soon as possible and within a reasonable time of the issue occurring. Bringing matters to our attention promptly improves our ability to investigate thoroughly and to resolve them effectively.

Where a complaint involves damage or loss of items, we may set specific timeframes for notification in line with our terms and conditions. These timeframes help ensure that evidence is still available and that any claim can be assessed fairly.

Using complaints to improve our service

We use complaints and customer feedback to review the quality of our local removal and man and van services. We may record themes, identify patterns, and make adjustments to areas such as communication, booking processes, vehicle allocation, and handling procedures.

By following this complaints procedure, we aim not only to resolve individual issues but also to support continuous improvement in the way we deliver moving services across the areas we serve.

Confidentiality and data protection

All complaints are handled with appropriate confidentiality. Information you provide will be used solely for the purposes of investigating and resolving your complaint, managing our services, and meeting any legal or regulatory obligations.

We will keep records of complaints and our responses for a period that allows us to monitor service quality and comply with relevant requirements. These records are stored securely and are only accessed by staff who need them for their work.

Review of this procedure

This complaints procedure is reviewed periodically to ensure it remains clear, fair, and effective for customers using our removal and man and van services. We may update it to reflect changes in our operations, industry practices, or legal requirements. Any updated version will apply to new complaints from the date it is published.