Complaints Procedure

Complaints Procedure for Man with Van Elephant and Castle

This Complaints Procedure explains how customers of Man with Van Elephant and Castle can raise concerns about our services and how those concerns will be handled. It applies to all work we carry out, including man and van moves, home and office removals, packing and transport services.

Our Commitment to You

We aim to provide a reliable, professional and courteous removal service at all times. If something goes wrong, we want to know about it so we can put things right and improve our service. We treat all complaints seriously, handle them fairly and aim to resolve issues as quickly as possible.

What Counts as a Complaint

A complaint is any expression of dissatisfaction about the service you have received from Man with Van Elephant and Castle. This may include issues such as:

Problems with punctuality or attendance of our team
Concerns about the handling, loading or unloading of your belongings
Damage to items or property that you believe resulted from our work
Disagreements about quoted prices, final charges or additional costs
Quality of communication before, during or after your move
Conduct or behaviour of our drivers, movers or support staff

You do not need to use special wording or legal terms to make a complaint. If you tell us that you are unhappy with our service and would like us to look into it, it will be treated as a complaint.

How to Make a Complaint

You can raise a complaint in writing. Providing your complaint in writing helps us clearly understand the issue, investigate it properly and keep an accurate record of what has been discussed.

When making a complaint, please include the following information where possible:

Your full name and the address where the service was carried out
The date and approximate time of your move or booking
A clear description of what went wrong and when it happened
Details of any items or property that were affected
Copies of any relevant documents, such as quotes or invoices
What outcome you would like, for example an explanation, apology, correction or compensation

If you need help setting out your complaint in writing, you may ask a friend, family member or adviser to assist you. We will still treat it as your complaint even if someone writes it on your behalf.

Timescales for Raising a Complaint

We encourage you to raise any concerns as soon as possible so we can investigate while the details are still fresh and any evidence is more easily available.

For issues involving possible damage to items or property, please report this to us as soon as you become aware of it and, wherever possible, within seven days of the service being completed. Providing clear photographs and descriptions of the damage will help us review your complaint more effectively.

How We Will Handle Your Complaint

We aim to respond to complaints in a structured and transparent way. Once we receive your complaint, we will follow these steps:

1. Acknowledgement: We will confirm that we have received your complaint and that it is being reviewed.
2. Initial Review: We will look at the details you have provided, check any relevant booking notes, job sheets and other records, and identify any further information we may require from you.
3. Investigation: Where necessary, we may speak with the team members involved, review any photographs or documents supplied and consider any relevant policies or terms and conditions.
4. Response: After completing our investigation, we will send you a written response explaining our findings, any conclusions we have reached and any steps we propose to take.

We aim to provide a full response within 14 days of receiving your complaint. If we need more time, for example because the matter is complex or further information is required, we will let you know and give you an indication of when you can expect a final response.

Possible Outcomes

Depending on the nature and findings of our investigation, we may offer one or more of the following outcomes:

A clear explanation of what happened and why
An apology where we accept that we have fallen short of our standards
Corrective action, such as updating internal procedures or staff training
A goodwill gesture, where appropriate
Consideration of compensation, in line with our terms, conditions and any applicable limits of liability

Any offer of compensation will take into account factors such as the scope of work originally agreed, the evidence available, the condition and value of any items involved and any relevant contractual terms.

Escalating Your Complaint

If you are not satisfied with our initial response, you may ask for your complaint to be reviewed again. When requesting an escalation, please set out why you are unhappy with the initial outcome and identify any points you feel have not been addressed.

We will then carry out a further review, which may include re-checking the evidence, obtaining additional information or seeking a second opinion within the company. After this review, we will provide a final written response setting out our position.

Your Responsibilities During the Process

To help us handle your complaint fairly and efficiently, we ask that you:

Provide accurate and complete information about the issue
Share any supporting documents, photographs or evidence you have
Respond to our requests for additional details in a timely manner
Treat our staff with respect throughout all communications

We reserve the right to bring the complaints process to an end where communication becomes abusive, threatening or clearly unreasonable. However, this will not affect any legal rights you may have.

Data Protection and Confidentiality

Any personal information you provide in connection with a complaint will be handled in accordance with our data protection responsibilities. We will use your information only for the purposes of investigating and responding to your complaint, managing our services and meeting any legal or regulatory obligations. Information will be shared internally only with those who need it to handle the matter effectively.

Continuous Improvement

We regularly review complaints to identify any patterns, recurring issues or areas where our man and van and removal services can be improved. Feedback from customers is an important part of maintaining high standards and ensuring that moves and deliveries in our service area are carried out safely, efficiently and with care.

By following this Complaints Procedure, we aim to ensure that every concern is heard, investigated and dealt with in a fair and consistent way.