Complaints Procedure

Complaints Procedure for Man With a Van Homerton

Man With a Van Homerton is committed to providing reliable, careful and professional removal and man and van services. We aim to resolve any concerns quickly and fairly. This complaints procedure explains how you can raise an issue with us, how we will deal with it, and what you can expect at each stage.

Scope of this complaints procedure

This procedure applies to all customers using our man and van, home removals, office moves, and related services. It covers complaints about service quality, staff conduct, handling of belongings, timing, communication and pricing where it relates to services already agreed and provided.

This procedure is designed to be easy to use, transparent and fair to both you and our team. We welcome complaints because they help us improve how we deliver our removal services.

Raising an informal concern

If something goes wrong or you are unhappy with any part of our service, we encourage you to tell us as soon as possible. In many cases, an issue can be resolved quickly and informally.

You can raise an informal concern directly with the team member on site at the time of your move, or with the coordinator who arranged your booking. Explain what has happened and how you would like it to be put right. We will do our best to resolve matters immediately where this is practical and reasonable.

If your concern cannot be resolved informally, or you remain dissatisfied with the response, you may use the formal complaints process described below.

How to make a formal complaint

If you wish to make a formal complaint about our man and van or removal services, please put your complaint in writing. Written complaints help us understand the details clearly and keep an accurate record of what happened.

When making a complaint, please include:

The date of your move or booking, the service you used, a clear description of what went wrong, any relevant times, locations or staff involved, details of any damage, loss or missed arrangements, and what outcome you are seeking, such as an explanation, apology, corrective action or compensation where appropriate.

Providing photographs, inventory lists or other supporting information will help us investigate your complaint more effectively.

Time limits for complaints

We ask that you raise your complaint as soon as reasonably possible, particularly where it relates to damage or loss of items. Timely notification allows us to investigate fully and, where appropriate, to inspect any damage.

For complaints about physical damage or loss of belongings related to a removal or man and van service, you should notify us in writing as soon as you become aware of the issue. Complaints raised after an excessive delay may be harder to investigate and could affect the outcome.

How we handle your complaint

Once we receive your formal complaint, we will acknowledge it in writing within a reasonable timeframe. Our acknowledgement will confirm that we have received your complaint and are starting our investigation.

We will then investigate your complaint by reviewing your booking details, speaking to the staff involved, examining any records such as job sheets or photographs, and, where relevant, considering any evidence you have provided. We may contact you if we need further information or clarification.

We aim to provide a full written response within a reasonable period, depending on the complexity of the complaint. If we need more time to investigate, we will let you know and explain the reason for the delay and when you can expect a final response.

Possible outcomes

After investigating your complaint, we will provide a clear explanation of our findings and any action we will take. Possible outcomes may include:

An explanation of what happened and why, an apology where our service has fallen below our standards, corrective action, such as revisiting a job where appropriate, a goodwill gesture, or, where justified and in line with our terms and conditions, consideration of compensation for proven loss or damage.

All decisions will be made fairly, based on the evidence available and our service terms. We will always aim to put things right where we are at fault and to learn from any mistakes.

If you remain dissatisfied

If you are not satisfied with the outcome of your complaint, you may request that it is reviewed again. To do this, respond in writing, explaining why you are unhappy with our decision or how you believe the matter has not been fully addressed.

We will arrange for your complaint and our initial response to be reconsidered, which may involve a different person within our organisation reviewing the case. Following this review, we will provide a final response setting out our position.

Our commitment to fairness and improvement

We take all complaints seriously and treat every customer with respect. Your complaint will be handled confidentially and only shared with staff who need to be involved in resolving it.

We regularly review complaints and outcomes to identify patterns and areas where we can improve our removal and man and van services. Feedback from customers, whether positive or negative, is an important part of maintaining high standards of care, punctuality and professionalism.

Recording and monitoring complaints

All formal complaints are recorded, along with details of investigations and outcomes. This helps us monitor how effectively we deal with issues and ensure that similar problems are less likely to occur in future.

By following this complaints procedure, Man With a Van Homerton aims to give every customer a clear, fair and accessible way to raise concerns, with the confidence that they will be taken seriously and addressed promptly.