Complaints Procedure

Complaints Procedure for Man With a Van Hornchurch

Man With a Van Hornchurch is committed to providing a professional, reliable and respectful removal service. We recognise that, on occasion, things may go wrong. This Complaints Procedure explains how you can raise a concern, how we will respond, and what you can expect from us at each stage. Our aim is to resolve issues fairly, promptly and transparently.

1. Purpose of this Complaints Procedure

This procedure is designed to give all customers a clear and straightforward way to:

Report any dissatisfaction with our removal or man and van services.

Understand how we will investigate and respond.

Know what options are available if you remain unhappy with the outcome.

This procedure applies to all services delivered by Man With a Van Hornchurch across our regular service area.

2. What We Class as a Complaint

A complaint is any expression of dissatisfaction about our services, whether justified or not, that requires a response. This can include, for example:

Concerns about the conduct, attitude or behaviour of our staff or drivers.

Disputes about agreed times, locations or the way a collection or delivery was carried out.

Issues relating to the handling, loading, unloading or transporting of items.

Concerns about damage, loss or missing items connected with a removal.

Problems with documentation, quotes, invoicing or agreed terms.

General service complaints such as punctuality, communication or reliability.

We encourage you to raise any concerns as soon as possible so that we have the best chance of resolving matters quickly.

3. How to Make a Complaint

You can make a complaint verbally or in writing. While we will always try to resolve verbal complaints, we recommend that you put your complaint in writing so that there is a clear record of the issues and dates involved.

When making a complaint, please provide as much detail as you can, including:

Your full name and the address where the service was carried out.

The date of your removal or man and van service.

A clear description of what went wrong and when it happened.

Details of any conversations you have already had with our team about the problem.

Any supporting information, such as photos of damage or copies of quotes or invoices.

This information helps us investigate thoroughly and respond accurately.

4. Our Complaints Handling Process

We follow a structured process to ensure complaints are handled consistently and fairly. The main stages are:

4.1 Acknowledgement

Once we receive your written complaint, we will acknowledge it within a reasonable timeframe. In our acknowledgement, we will confirm that we have received your complaint and explain the next steps in the process.

4.2 Investigation

Your complaint will be reviewed by a senior member of our team who was not directly involved in the original issue wherever possible. As part of the investigation, we may:

Check booking details, job sheets, and relevant documentation.

Speak to the driver or removal team members involved.

Review any photos, messages or other evidence provided by you.

Where necessary, we may contact you to clarify certain points or to request additional information. This helps us build a complete picture of what occurred.

4.3 Response

Once our investigation is complete, we will provide you with a written response explaining:

Our understanding of your complaint.

What we have found during our investigation.

Any action we propose to take to resolve the matter.

Any changes we plan to make to reduce the likelihood of the issue happening again.

We aim to respond in full within a reasonable period from the date we receive your written complaint, depending on the complexity of the issue and the information required.

5. Possible Outcomes and Remedies

Where we find that we have made a mistake or fallen short of our service standards, we will seek to put matters right in a fair and proportionate way. Depending on the circumstances, this may include one or more of the following:

An explanation and, where appropriate, an apology.

Corrective action, such as rectifying an error where this is practical.

A review of internal practices, staff training or procedures.

Any other reasonable steps we consider appropriate to address the issue.

Any remedy offered will take into account the nature of the complaint, the extent of any inconvenience or loss, and the terms agreed before the service was carried out.

6. If You Are Not Satisfied With Our Response

If you feel that your complaint has not been handled properly, or you are unhappy with the outcome, you may request a further review. In your request, please explain why you remain dissatisfied and what you are seeking as a resolution.

Your complaint will then be reconsidered, where possible, by a different senior member of our team. We will review the original investigation, any new information you provide, and whether our response was reasonable and in line with our policies.

After this review, we will provide a final written response explaining our position.

7. Time Limits for Making a Complaint

To allow us to investigate effectively, we ask that you raise any complaint as soon as possible after the issue occurs. Complaints raised long after the event may be more difficult to investigate, particularly where staff have changed or records are limited.

We may not be able to carry out a full investigation into matters raised after a significant delay, but we will always do what we reasonably can to consider your concerns.

8. Our Commitment to Fairness and Confidentiality

All complaints will be treated seriously, objectively and without bias. Making a complaint will not affect the level of service you receive from us in the future.

We will handle all personal information in line with data protection principles. Details of your complaint will only be shared internally with staff who need them in order to respond or to improve our services.

9. Continuous Improvement

We view complaints as an important source of feedback and an opportunity to improve our removal and man and van services. Where we identify patterns or recurring issues, we will review our working practices, training and procedures to help prevent similar problems in future.

Man With a Van Hornchurch is committed to maintaining high standards across our service area, and this Complaints Procedure forms an important part of that commitment.