Complaints Procedure
Complaints Procedure for Man with Van South Hornchurch
Man with Van South Hornchurch aims to provide a reliable, careful and professional removals and man and van service. We recognise that occasionally things can go wrong, and when they do, we want to put them right as quickly and fairly as possible. This complaints procedure explains how you can raise a concern, how we will respond, and what you can expect at each stage.
1. Purpose of This Complaints Procedure
This complaints procedure is designed to:
Explain clearly how customers can raise a complaint about our removal or transportation services.
Ensure complaints are dealt with promptly, fairly and consistently.
Help us learn from any mistakes so we can improve our services in South Hornchurch and surrounding areas.
This procedure applies to all customers who use our man and van or removal services, including local moves, house moves, flat moves, office moves and collection or delivery jobs.
2. What Counts as a Complaint
A complaint is any expression of dissatisfaction about our service, whether justified or not. This may include, for example:
Concerns about how your belongings were handled or transported.
Disputes about timings, punctuality, or keeping to agreed arrangements.
Issues with conduct, attitude or professionalism of our staff or drivers.
Disagreement about charges, quotations, or final invoices.
Problems with communication before, during or after your move.
We welcome feedback of all kinds. If you are unhappy with any aspect of our service, we encourage you to let us know so that we can try to resolve the matter.
3. Raising an Informal Complaint
Most issues can be sorted out quickly and informally. If something goes wrong on the day of your move or shortly afterwards, please raise the issue with the team member or driver in charge as soon as possible. Where appropriate, they will try to put things right immediately.
If the issue cannot be resolved on the spot, or if you feel uncomfortable discussing it with the team on the day, you can raise an informal complaint with our management. Provide a clear description of the problem and any relevant details so we can investigate properly.
4. Making a Formal Complaint
If you are not satisfied with the outcome of an informal complaint, or if the matter is serious, you may submit a formal complaint. To help us deal with your concerns effectively, please include the following information:
Your full name and any reference details connected to your booking.
The date and location of the service carried out.
A clear description of what went wrong and when it happened.
Names or descriptions of any staff involved, if known.
Details of any damage, loss or additional costs incurred.
Copies of any supporting evidence you may have, such as photographs, inventories or receipts.
You should raise your formal complaint as soon as reasonably possible after the event, ideally within 14 days of the service, so that we can investigate while details are still clear.
5. How We Will Handle Your Complaint
Once we receive your formal complaint, we will follow these steps:
1. Acknowledge receipt of your complaint and confirm that it is being reviewed.
2. Allocate your complaint to a member of management who is not directly involved in the matter, where possible, to help ensure fairness.
3. Investigate the complaint by reviewing any paperwork, job notes, photographs and where appropriate speaking to the staff members and any third parties involved.
4. Assess whether our service met our usual standards and any agreed terms.
5. Provide you with a written response explaining our findings and any proposed resolution.
We aim to complete our investigation and respond to formal complaints within 14 working days. If we need more time because the issue is complex or information is missing, we will let you know and provide an updated timeframe.
6. Possible Outcomes and Resolutions
Depending on the nature of the complaint and the outcome of our investigation, possible resolutions may include:
A clear explanation or apology where our service has fallen short.
Corrective action, such as revisiting a property where practical and appropriate.
A review of our internal processes, staff training or supervision.
Where applicable and subject to our terms and conditions, consideration of a goodwill gesture or contribution towards reasonable losses that are clearly linked to our service.
Any resolution will be explained to you in writing, setting out what we can offer and any steps we will take to prevent similar issues in future.
7. If You Remain Unhappy
If you remain dissatisfied after receiving our final response, you may ask us to review the complaint again, explaining why you feel the outcome is not fair or complete. We will then arrange a secondary review, which may be carried out by a more senior person within the business wherever possible.
Following this review, we will write to you with our final position on the complaint. This will normally conclude our internal complaints process.
8. Our Commitment to Continuous Improvement
Man with Van South Hornchurch treats all complaints seriously and confidentially. We regularly review complaints received to identify any patterns or recurring issues. This helps us improve how we plan moves, load and unload goods, protect items during transport, and communicate with customers throughout local and longer-distance removals.
By following this complaints procedure, we aim to resolve concerns fairly and promptly, maintain high standards across our man and van services, and ensure that your experience with us is as smooth and stress-free as possible.
