Ealing Man and Van Complaints Procedure

This complaints procedure explains how Ealing Man and Van manages concerns and complaints about our removal and man and van services. We are committed to resolving issues quickly, fairly and transparently, and we use all feedback to improve our operations and customer care.

Our Commitment to You

We aim to provide a reliable, efficient and professional removal service. If something goes wrong, we want to know about it so we can put matters right where possible and learn from the experience. All complaints are treated seriously, handled respectfully and kept confidential as far as reasonably possible.

We will always aim to:

• Make it easy for you to raise a concern
• Acknowledge your complaint promptly
• Investigate the matter thoroughly and impartially
• Provide a clear response within reasonable timescales
• Offer an appropriate remedy where we are at fault
• Use feedback to improve our services and procedures

What This Procedure Covers

This complaints procedure covers any expression of dissatisfaction about the services provided by Ealing Man and Van, including collection, transport, delivery, packing, loading, unloading, scheduling, customer service, handling of belongings, and charges. It applies to complaints raised by domestic and commercial customers using our man and van or removal services.

This procedure does not cover general service enquiries, requests for quotations or booking amendments, which should be made through our usual customer contact channels.

Raising a Complaint

You should raise a complaint as soon as possible after the issue occurs. The sooner we know about it, the easier it is to investigate and resolve. Please clearly explain what went wrong and what you would like us to do to address the problem.

When submitting your complaint, please provide:

• Your full name
• Your postal address
• The date of your move or booking
• Any reference or job number, if available
• A clear description of the issue
• Details of any loss, damage or additional costs
• Any supporting information, such as photographs or receipts

We will acknowledge your complaint and give you a reference for future communication about the matter.

Stage One: Initial Review and Early Resolution

At the first stage, a member of the customer service team will review your complaint. Where possible, we will aim to resolve straightforward issues quickly through clarification, explanation, an apology where appropriate, or a practical solution agreed with you.

We generally aim to provide an initial response within five working days from the date we receive your complaint. If the matter can be resolved at this stage, we will confirm the outcome to you in writing.

Stage Two: Formal Investigation

If your complaint is complex, involves potential loss or damage, or if you are not satisfied with the outcome at Stage One, you may request a formal investigation. A manager or senior member of staff, who was not directly involved in the original work where practicable, will be assigned to review the matter in more detail.

During this stage we may:

• Review your account and booking details
• Speak with staff involved in your move
• Inspect any available photographs or evidence
• Assess our notes, logs and relevant documentation
• Clarify any points with you where needed

We aim to complete the formal investigation and respond with our findings within twenty working days of acknowledging your escalated complaint. If we need more time, we will explain why and provide an estimated timescale.

Our Response and Possible Outcomes

When we have completed our investigation, we will provide you with a clear written response setting out:

• A summary of your complaint
• The steps taken to investigate
• Our findings and decision
• Any actions we will take to put things right, if appropriate
• Any changes we will make to our services or processes

Where we are at fault, possible remedies may include an apology, corrective action, a goodwill gesture or financial redress in line with our terms and conditions and any applicable limits of liability. Remedies will be assessed fairly and proportionately to the circumstances of each case.

Time Limits for Complaints

We recommend that you raise complaints about our removal services as soon as possible and normally within seven days of the service being completed. This helps ensure that relevant information and evidence remain available, and it allows us to carry out a more effective investigation.

Complaints raised outside this timeframe may be more difficult to investigate fully, but we will still consider them and respond where reasonably possible.

Your Responsibilities

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

• Provide accurate, complete information
• Respond promptly to any requests for clarification
• Treat our staff with courtesy and respect
• Do not make false or misleading statements

We may decline or discontinue an investigation where a complaint is clearly frivolous, malicious or abusive, but this will only occur in rare and exceptional circumstances.

Confidentiality and Data Protection

All complaints are handled in line with our obligations under data protection law. Information about your complaint will be shared only with staff who need it to investigate and resolve the matter, or where we are legally required to disclose it.

Continuous Improvement

Complaints and feedback are reviewed regularly to identify recurring issues, training needs and opportunities to improve our processes. By following this procedure, Ealing Man and Van aims to maintain high standards and continually enhance the quality and reliability of our removal and man and van services.