Complaints Procedure
Ealing Man and Van Complaints Procedure
This complaints procedure sets out how Ealing Man and Van will handle any concerns or complaints about our home and office removals, man and van services, packing support and related transport work. We aim to resolve issues quickly, fairly and consistently, and to use feedback to improve the service we provide to customers.
Our commitment to customers
We are committed to delivering a safe, reliable and professional removal service from the first enquiry through to unloading at your new property. If something goes wrong, we want to know about it so we can put it right wherever possible and prevent similar issues in the future.
All complaints are treated seriously and handled with respect. You will never be treated unfavourably for raising a concern about any aspect of our moving or delivery services.
What this complaints procedure covers
This procedure applies to complaints about:
Quality of our moving, packing, loading, transport or unloading services.
Conduct, behaviour or attitude of our staff or contractors during a move.
Damage to property or possessions alleged to have occurred during a removal.
Delays, missed time slots or communication problems related to bookings.
Administrative issues such as invoicing, quotations and documentation.
This procedure does not cover routine requests for information, booking changes, or service cancellations, which should be raised with our bookings team in the normal way.
How to make a complaint
If you are unhappy with any part of our service, please raise the issue as soon as possible so we have the best opportunity to resolve it. Wherever you can, provide clear information about what happened, when it happened, who was involved and what outcome you are seeking.
You can raise a complaint by contacting us through our usual customer contact channels. Please mark your message as a complaint and include your full name, service address, moving date, and any reference details we gave you when you booked.
If your complaint relates to damage or loss, you should tell us as soon as reasonably practical and keep any relevant items, packaging and photographs available for inspection. This will help us investigate thoroughly and consider any claim under our terms and conditions.
Information to include in your complaint
To help us investigate efficiently, please include as much of the following information as you can when you first contact us:
Your full name and the address where the service took place.
The date and approximate time of your move or collection.
A clear description of the issue and how it has affected you.
Names or descriptions of any staff members involved, if known.
Any supporting details such as photographs, inventory lists or job numbers.
Details of any conversations already held with our team about the same issue.
This information allows us to trace the job, review notes and speak to the relevant team members as part of our investigation.
How we will handle your complaint
Once we receive your complaint, we will follow these general stages:
Acknowledgement. We will record your complaint and send you an acknowledgement. We aim to do this within a reasonable timeframe, normally within a few working days.
Initial review. We will assign your complaint to a responsible person who will review the details, check our records and decide whether any immediate action is needed.
Investigation. We may contact you for more information and will speak with any team members involved. For damage or loss complaints, we may request photographs, receipts or further evidence to help assess the situation.
Response. Once we have completed our investigation, we will explain our findings and any steps we propose to take. Where we uphold a complaint, this may include an apology, a service remedy, practical assistance or other outcomes in line with our terms and conditions.
Follow up. If appropriate, we will also review our internal processes, staff training or documentation to reduce the risk of similar issues happening again.
Timescales for responding
We aim to resolve most complaints as quickly as possible. Simple issues may be dealt with within a few working days, while more complex matters, especially those involving property damage or multiple parties, may take longer.
If we are unable to give you a full response within our initial target timescale, we will let you know and provide an indication of when you can expect a detailed reply. Throughout the investigation we may contact you to clarify points or provide updates on progress.
Outcomes and remedies
Possible outcomes following a complaint can include:
A clear explanation of what happened and why.
A written or verbal apology where appropriate.
Practical steps to put things right where this is possible.
Consideration of compensation or contribution to costs, in line with our terms and conditions and any applicable limitations.
Improvements to our procedures, planning, communication or staff training.
Any financial or material remedy will be considered within the limits and responsibilities set out in the agreement you accepted when booking our removal services.
If you are not satisfied with the outcome
If you feel that your complaint has not been handled fairly or that important information has not been considered, you may ask for your case to be reviewed. When requesting a further review, please explain why you disagree with the original outcome and provide any additional information you believe is relevant.
Following the review, we will provide a final response explaining our position. This will set out the steps we have taken, the reasons for our decision and whether any further actions will be carried out.
Using complaints to improve our service
Feedback, including complaints, is an important source of information about how well our removal services are working in practice. We regularly review complaint trends to identify areas where processes, communications, equipment or training can be improved.
By following this complaints procedure, we aim not only to resolve individual issues but also to support continuous improvement in the way we plan moves, handle belongings, manage timing and interact with customers.
Policy monitoring and review
Ealing Man and Van will review this complaints procedure from time to time to ensure it remains clear, accessible and effective. Any updates will reflect changes in our services, customer expectations or applicable industry standards.
If you would like more information about this procedure or how it applies to a particular removal or man and van booking, please contact us through our usual channels and ask for details of the complaints process.
