Complaints Procedure

Man and Van Ilford Complaints Procedure

This complaints procedure explains how customers of Man and Van Ilford can raise concerns about our removal and man and van services, and how we will respond. Our aim is to handle every complaint fairly, consistently and as quickly as reasonably possible.

We understand that moving home, relocating a business or using a man and van service can be stressful, and problems may occasionally occur. When they do, we want to know so that we can put things right and improve how we work.

Scope Of This Complaints Procedure

This procedure applies to any complaint relating to services provided by Man and Van Ilford, including local and longer distance home moves, office moves, man and van hire, packing and loading, transport, deliveries and any related removal services.

You can use this procedure to complain about issues such as service quality, conduct of team members, punctuality, handling of goods, damage, loss, billing and charges, or communication. This procedure does not cover disputes that are already being handled by a court or external dispute resolution body.

What We Aim To Achieve When You Complain

Our objectives when dealing with a complaint are to:

• Listen carefully and understand what went wrong from your point of view
• Investigate the facts in a fair and balanced way
• Respond within reasonable timescales and keep you informed
• Offer a clear explanation, apology where appropriate, and a fair outcome
• Learn from the issue to improve our moving and transport services

How To Make A Complaint

You can raise a complaint in writing or verbally. We encourage written complaints where possible, as this helps us keep a clear record of what has happened and what outcome you are seeking.

When submitting a complaint, please provide as much of the following information as you can:

• Your full name and any reference you were given for your booking
• The date of your move or man and van service
• The collection and delivery locations used for the service
• A clear description of what went wrong and when it occurred
• Details of any damage, loss or delay, including photos if available
• Copies of any relevant paperwork, such as quotes, invoices or inventories
• What you would consider a reasonable resolution to the issue

If you raise a complaint by phone or in person, we may ask you to confirm the details in writing so there is a shared understanding of the issue.

Time Limits For Complaints

We ask that complaints are raised as soon as possible after the event, as this makes it easier to investigate. Where a complaint relates to damage or loss of items, you should notify us at the earliest practical opportunity once you become aware of the issue.

If significant time has passed, it may be more difficult to obtain evidence or recollections, but we will still review your concerns and do our best to reach a fair view based on the information available.

Our Complaints Handling Stages

We handle complaints in the following stages:

Stage 1: Acknowledgement
Once we receive your complaint, we will acknowledge it within a reasonable time. Where possible, we will confirm who will be dealing with your complaint and provide an estimated timescale for a full response.

Stage 2: Investigation
We will investigate the concerns you have raised. This may include reviewing booking information, job sheets, notes from drivers or removal staff, photos, inventories, and any other relevant records. We may also contact you for clarification or further information.

Stage 3: Response
When the investigation is complete, we will provide a written response setting out:

• A summary of your complaint
• The steps we took to investigate
• Our findings and conclusions
• Any offer of remedy, goodwill gesture or proposed next steps

We aim to provide this response within a reasonable period, depending on the complexity of the case and availability of information.

Stage 4: Review
If you are not satisfied with our response, you can ask for a review. We will then arrange for a different person or a more senior member of our team to consider your complaint, the investigation and the outcome. They may uphold the original decision, change it, or decide that further investigation is needed.

Possible Outcomes And Remedies

Where a complaint is upheld, possible outcomes may include:

• An explanation of what went wrong and why
• An apology for any inconvenience caused
• Practical steps to complete or correct the service
• A reduction, refund or adjustment of charges where appropriate
• A goodwill gesture, depending on the circumstances
• Changes to our processes, training or procedures to prevent recurrence

Any financial remedies will take into account the terms and conditions that applied to your removal or man and van service, including any limits on liability.

Complaints About Damage Or Loss

If your complaint concerns damage or loss of items during a removal or transport service, we may ask for additional details. This can include photographs, proof of value, evidence of the condition of items before the move, and confirmation of how they were packed.

We may also need to inspect damaged items or packaging to understand what happened. Where third parties such as storage providers or landlords are involved, we may take their information into account as part of the investigation.

Confidentiality And Data Protection

All complaints will be handled in line with our data protection responsibilities. Information about your complaint will only be shared with those who need it to investigate and respond. Records of complaints are kept securely and used to review and improve the quality of our moving services.

Using Complaints To Improve Our Service

Feedback from complaints is an important part of how we improve. We regularly review the complaints we receive relating to home moves, business relocations and man and van bookings to identify any patterns, training needs or process changes that can help prevent similar issues in future.

By following this complaints procedure, Man and Van Ilford aims to deal with concerns in a way that is open, fair and focused on resolving problems for our customers while continuously improving our removal services.