Complaints Procedure

Man with Van Eltham Complaints Procedure

Man with Van Eltham is committed to providing a reliable and professional removals and transport service. We aim to resolve any issues quickly, fairly and in a way that learns from problems to improve our services. This Complaints Procedure explains how you can raise a concern, how we will deal with it, and what you can expect from us at each stage.

Purpose and Scope of This Procedure

This procedure covers complaints relating to our man and van and removal services, including local moves, longer-distance transport, loading and unloading, handling of goods, punctuality, staff conduct, and customer service. It applies to private customers, landlords, tenants, and business clients who have booked or used our services.

This procedure does not cover general enquiries, booking questions, or informal feedback that does not involve a concern or problem. However, if feedback suggests that you are unhappy with any part of our service, we may treat it as a complaint to ensure that it receives appropriate attention.

What We Consider a Complaint

A complaint is any expression of dissatisfaction, whether verbal or written, where you would like us to review what happened and put something right. This may include, for example:

Concerns about the care taken with your belongings or property during a move. Disagreement about charges, time estimates, or services delivered compared to what was agreed. Issues with punctuality, communication, or reliability. Concerns about the behaviour, attitude, or conduct of our staff or contractors. Any situation where you feel our service did not meet the standard you reasonably expected.

How to Make a Complaint

You can raise a complaint using the contact channels published on our main contact page. You may complain verbally or in writing. Written complaints are helpful as they create a clear record and often allow us to investigate more effectively, but we will accept and review complaints made in any format.

To help us deal with your complaint as quickly as possible, please provide the following information where you can:

Your full name and how you would like us to contact you. The date and location of the service. A clear description of what went wrong or why you are dissatisfied. Any relevant reference such as booking details. Any photos, inventories, or other information that may help us understand the issue.

Time Limits for Raising a Complaint

You should raise any complaint as soon as reasonably possible after the event. This helps us investigate while details are still clear. For complaints relating to possible loss or damage to property, we ask that you notify us within a reasonable period after your move or transport service. If you contact us later, we will still review your concerns, but the outcome may be affected if evidence is no longer available.

Our Complaints Handling Stages

Stage 1: Initial Response and Acknowledgement

Once we receive your complaint, we aim to acknowledge it promptly. Where possible, simple matters may be clarified and resolved straight away, especially if you raise them during or immediately after the service. If we need more time to investigate, we will let you know and explain the next steps.

Stage 2: Investigation

A member of our team will review your complaint, along with any relevant documents, messages and job records. Where appropriate, we may speak with the staff or contractors involved and, if necessary, request further information from you to understand the situation fully.

During this stage we will aim to:

Establish what happened and when. Compare the events with your booking details, agreed services, and our standard practices. Consider whether we met our obligations and reasonable standards of care. Decide what action, if any, is needed to put things right or prevent a similar issue in future.

Stage 3: Outcome and Resolution

Once we have completed our investigation, we will explain our findings and the outcome to you in clear language. Where we find that something went wrong, we will consider appropriate remedies. These may include an explanation or apology, corrective action, or other practical steps depending on the nature of the problem and any applicable terms and conditions.

Where we do not uphold your complaint, we will clearly explain our reasons and the information we relied on during our review.

Timescales for Handling Complaints

We aim to handle all complaints promptly and efficiently. Many issues can be resolved within a short period. More complex matters, for example involving multiple items, detailed job records, or third parties, may take longer to investigate. If we need additional time, we will keep you informed of progress and let you know when you can expect a further update.

Your Responsibilities When Making a Complaint

We ask that you present your complaint honestly and accurately and avoid abusive or threatening language. Please keep any relevant paperwork, photographs, or evidence and share them with us as early as possible. If your contact details change while we are handling your complaint, please let us know so that we can continue to communicate with you.

Confidentiality and Data Protection

Information you provide in connection with a complaint will be handled sensitively and only shared where necessary to investigate and resolve the matter. We will keep records of your complaint and our response in line with our normal data protection and record-keeping practices. These records help us review our performance and improve our services over time.

Learning and Service Improvement

We view complaints as an opportunity to improve the way we provide our man and van and removal services. Where a complaint highlights a recurring problem or reveals a gap in our processes, we may revise our internal procedures, provide further staff training, or adjust how we plan and deliver jobs across our service areas.

Further Queries About This Procedure

If you are unsure whether your concern falls under this Complaints Procedure, or if you would like clarification on any part of the process, you can contact us using the details published on our main contact page. We will be happy to explain how this procedure works and how it applies to your situation.

This Complaints Procedure is designed to be clear, fair, and accessible, ensuring that all customers of Man with Van Eltham know how to raise concerns and what to expect from us in response.