Complaints Procedure

Complaints Procedure for Man and Van Earls Court

Man and Van Earls Court aims to deliver reliable, professional and friendly moving services. We recognise that, on occasion, things may not go as planned. This complaints procedure explains how you can raise any concerns about our man and van or removal services, how we will handle your complaint, and what you can expect from us at each stage.

Our Commitment to You

We are committed to handling all complaints promptly, fairly and transparently. We use feedback to improve our service for customers planning moves of all sizes, from small man and van bookings to full household or office removals. Every complaint is taken seriously and reviewed by a senior member of our team.

What Counts as a Complaint

A complaint is any expression of dissatisfaction about our services, whether you booked a local move, a single item transport, or a larger removal. This may include concerns about:

• The conduct, attitude or appearance of our staff or drivers
• Punctuality, delays or missed appointments
• The way your belongings were handled or protected
• Damage or loss of items during loading, transport or unloading
• The accuracy of quotes, pricing or invoicing
• Communication before, during or after your move

If you are unhappy with any aspect of our removal or man and van service, we encourage you to let us know as soon as possible so that we can put things right.

How to Make a Complaint

You can raise a complaint in the following ways:

• Speak directly to a member of staff on the day of your move, if you feel comfortable doing so.
• Contact our office and clearly state that you wish to make a complaint.
• Write to us, providing full details of your experience.

When making a complaint, please include:

• Your full name
• The date and time of your move or booking
• The collection and delivery locations
• A clear description of what happened
• Details of any items you believe have been damaged or lost
• Any evidence that may help us, such as photographs or reference numbers

Timescales for Raising a Complaint

To help us investigate effectively, we ask that you raise any concerns about service quality, delays or staff conduct within 7 days of your move. For claims relating to damage or loss of items, please contact us as soon as you discover the issue and within a maximum of 14 days of your move.

Complaints raised after these periods may be more difficult to investigate fully, but we will always review the information you provide and respond as fairly as possible.

How We Handle Your Complaint

Our complaints handling process is designed to be clear and straightforward:

1. Acknowledgement
Once we receive your complaint, we will record it in our internal system. We aim to acknowledge your complaint within 3 working days. At this stage, we may ask you for further details or clarification to help our investigation.

2. Investigation
A senior member of our team will review your complaint. This may involve speaking to the driver or removal team involved, checking booking records and schedules, and examining any photos or documents you have supplied.

3. Response
We aim to provide a full written response within 14 working days of acknowledging your complaint. If the investigation is likely to take longer, we will let you know and provide an estimated timescale for our final response.

4. Resolution
Where we find that we have not met our service standards, we will explain what went wrong and what steps we will take to address it. Depending on the circumstances, this may include an apology, an explanation, corrective action, or other appropriate remedies in line with our terms and conditions and any applicable insurance cover.

Outcomes and Remedies

Each complaint is assessed on its own facts, including the nature of the move, the level of service agreed, and any relevant limitations stated in our terms. Possible outcomes may include:

• An explanation and, where appropriate, an apology
• Re-training or guidance for team members
• Practical steps to recover or locate missing items where possible
• Consideration of a goodwill gesture, where justified and proportionate
• Guidance on making an insurance claim if cover applies to your situation

Any financial or practical remedy will be considered in line with our service agreement and any relevant insurance or liability limits.

If You Are Not Satisfied with Our Response

If you do not agree with our response, you can ask for your complaint to be reviewed again by a more senior member of staff, who will reassess the information and any new details you provide. We will then issue a final response, normally within 10 working days of your request for a review.

Using Your Feedback to Improve Our Service

We regularly review complaints and feedback to identify patterns and areas where our removal and man and van services can be improved. This may include updating staff training, improving communication, adjusting scheduling, and reviewing the materials and techniques we use to protect your belongings.

By following this procedure and sharing your concerns with us, you help us maintain high standards of care and service for all customers planning moves in our service area.

Contacting Us About a Complaint

If you wish to raise a complaint or ask a question about this procedure, please contact our office and state that your enquiry relates to a complaint. We will ensure that it is directed to the appropriate person for prompt attention.

This complaints procedure is intended to be clear and accessible. If there is any part of the process you do not understand, please let us know and we will explain it in more detail.