Complaints Procedure for Man and a Van Elephant and Castle
This complaints procedure explains how customers can raise concerns about our man and van and removal services, and how we will respond. Our aim is to deal with every complaint fairly, promptly and in a way that is easy to understand. Using this procedure does not affect your statutory rights.
Our Commitment to Handling Complaints
We are committed to delivering reliable and careful moving services. If something goes wrong, we want to know about it so we can put matters right where possible and improve our service. Every complaint is treated seriously, whether it relates to local moves, longer-distance removals, packing, loading, unloading or customer service.
We will always try to:
Listen to your concerns and understand what has happened from your point of view, acknowledge your complaint quickly, investigate thoroughly and objectively, explain our findings clearly, and offer a suitable resolution where we are at fault.
Who Can Make a Complaint
A complaint can be made by any customer who has booked or used our services, including domestic and small business moves. A complaint can also be made by someone acting with the customer’s clear permission, such as a family member, colleague or representative.
How to Make a Complaint
To help us investigate properly, please provide as much detail as you can, including your full name, details of the move or service, dates and times where relevant, a clear description of what went wrong, and what outcome you are seeking.
You may raise a complaint in writing or verbally. Written complaints are generally easier for us to review thoroughly, as they provide a clear record of the issues you wish to raise.
Information We May Request
During our investigation we may ask you for additional information where this is necessary to understand the complaint. This may include photographs of any alleged damage, copies of any relevant documents such as inventories or job sheets, and clarification of any points that are unclear or incomplete.
Providing this information promptly will help us reach a conclusion as quickly as possible and ensure that our response is based on a full understanding of the circumstances.
Timescales for Acknowledgement and Response
We will normally acknowledge receipt of your complaint within a reasonable period of time. In our acknowledgement, we will confirm that we have received your complaint and explain the next steps in the process.
We aim to issue a full written response once our investigation is complete. In many cases, especially for straightforward issues, we will respond sooner. If the matter is complex or requires further enquiries, we will keep you informed of progress and let you know if additional time is needed.
How We Investigate Complaints
Each complaint is reviewed by a person with appropriate knowledge and authority who was not directly responsible for the issue wherever possible. Our investigation may include reviewing booking details, service notes and any related documentation, discussing the matter with the staff involved, and considering any photographs, descriptions or evidence provided by you.
We will evaluate both our actions and any external factors, such as access restrictions, customer instructions or third-party involvement, before reaching a conclusion.
Our Decision and Possible Outcomes
When we have completed our investigation, we will explain our findings and decision clearly. Where we identify that we are at fault, we will consider appropriate remedies, which may include an apology and explanation, corrective action to put things right where reasonably possible, and reviewing internal procedures or staff training to reduce the risk of similar issues occurring in future.
If we do not uphold your complaint, we will explain the reasons for our decision and the evidence we relied upon. We will also explain any partial findings where some elements are upheld and others are not.
Escalating Your Complaint
If you are not satisfied with our initial response, you may ask for your complaint to be reviewed again. When you request an escalation, please explain which parts of the response you disagree with and why, and provide any further information or evidence that you feel has not been considered.
A more senior member of the team will then review the complaint, the original investigation and our response. They may contact you for clarification or additional details. After this review, we will provide a final response setting out our position.
Complaints About Loss or Damage
If your complaint relates to loss of or damage to items during loading, transport or unloading, please inform us as soon as you become aware of the issue. Prompt notification helps us to investigate while details are still clear and relevant information is readily available.
We may request photographs of the damage, details of the condition of items before the move, and information on any existing defects or special vulnerabilities. Any assessment will take into account the terms and conditions that applied to your booking and any limitations set out there.
Unreasonable or Abusive Behaviour
We understand that moving can be stressful and that problems can be frustrating. Our staff will always aim to treat you with courtesy and respect, and we ask the same in return. We will not tolerate abusive, threatening or discriminatory language or behaviour towards our team.
Where behaviour is unreasonable or abusive, we may restrict the way we communicate with you or, in extreme cases, decline to continue engaging on the matter, while still fulfilling any legal or contractual obligations we may have.
Using Feedback to Improve Our Service
We value all feedback, including complaints, as an important part of improving our man and van and removal services. Information gained from complaints may be used to review procedures, update staff training, and adjust how we plan and carry out moves.
Our aim is that every move, whether small local transport or a more complex relocation, is handled with care, efficiency and professionalism. This complaints procedure forms part of our wider commitment to maintaining and improving our standards of service.
