Complaints Procedure for Man with Van Chingford

Man with Van Chingford is committed to providing a reliable, professional removals and man and van service. 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 what you can expect from us at every stage.

Our Commitment to You

We aim to handle all complaints fairly, consistently, and as quickly as reasonably possible. We treat every complaint as an opportunity to review our practices and improve the way we deliver local and longer distance moves, collections, and deliveries.

We will always:

Listen carefully to your concerns, treat you with respect and courtesy, investigate the matter thoroughly and impartially, keep you updated on progress, explain our findings clearly, and, where appropriate, offer a remedy or practical solution.

What This Procedure Covers

This procedure applies to complaints about our man and van and removal services, including issues such as service quality, conduct of staff or contractors, damage or loss of goods, delays, missed appointments, or problems with invoices and charges.

This procedure does not cover general enquiries, requests for quotes, or routine booking changes. Those should be handled through our usual customer service channels.

Raising a Complaint

You should raise your complaint as soon as possible after the issue arises so that we can fully investigate. Complaints can be made verbally or in writing. If you raise a complaint verbally, we may ask you to confirm the key details in writing to ensure accuracy.

When submitting a complaint, please provide:

Your full name, the date of your move or service, the collection and delivery postcodes, a clear description of what went wrong, any evidence you can provide such as photos, inventory lists, or receipts, and details of any immediate steps already taken with our team on the day.

The more detail you provide, the easier it will be for us to investigate thoroughly.

Timescales for Complaints

We aim to acknowledge all complaints within three working days of receipt. In our acknowledgement, we will confirm that we have received your complaint, outline the next steps in the process, and advise when you can expect a more detailed response.

We usually aim to provide a full written response within 14 working days. If the complaint is complex, for example involving multiple locations, subcontractors, or insurance matters, we may need more time. In such cases, we will update you regularly and give you a revised timescale.

How We Investigate Your Complaint

Once we receive your complaint, we will assign it to an appropriate manager who was not directly responsible for the service in question wherever possible. The investigation may include reviewing job notes, booking records and photographs, speaking with the driver or removal team, assessing any evidence you have supplied, and checking our terms and conditions and any agreed variations or special arrangements.

Our aim is to obtain a balanced view of what occurred and to determine whether our service met the standards we expect.

Our Response and Possible Outcomes

When our investigation is complete, we will provide a clear and transparent response. This will normally include a summary of your complaint and the issues raised, an outline of the steps we took to investigate, our findings and conclusions, and any action we propose to take.

Depending on the circumstances, possible outcomes may include an apology and explanation, practical steps to put matters right where possible, a review or change of our internal procedures, or, where appropriate and in line with our terms and conditions, an offer of financial remedy or contribution.

If You Are Not Satisfied With the Outcome

If you are unhappy with our initial response, you may request that your complaint be reviewed. Please explain why you remain dissatisfied and what outcome you are seeking. A more senior member of our team will then review the handling of your complaint, the evidence considered, and the decision reached.

Following this review, we will provide our final position on the matter. At this stage, if you remain dissatisfied, you may wish to seek independent advice. This could include advice from consumer protection bodies, legal advisers, or relevant industry or alternative dispute resolution schemes, where available.

Complaints About Damage or Loss

Where your complaint relates to potential damage or loss of goods during a move, we may request additional information and evidence such as photographs of the damage, proof of value, or confirmation that the items were in good condition prior to the move.

Any consideration of compensation will be carried out in line with our terms and conditions and any applicable insurance arrangements. It is important that you check your booking confirmation and any cover in place so that we can assess matters accurately.

Confidentiality and Data Protection

All complaints will be handled in confidence. Information will only be shared with those who need it in order to investigate and resolve the issue. We will process any personal data you provide in accordance with our data protection obligations and our privacy practices.

Continuous Improvement

We record and monitor complaints to identify any recurring themes or areas where our removals and man and van services can be improved. Feedback helps us train our teams, refine our procedures, and maintain high standards for customers across our service area.

By following this complaints procedure, Man with Van Chingford aims to ensure that all concerns are taken seriously, addressed promptly, and used constructively to enhance the quality and reliability of our services.