Complaints Procedure for Man with Van Isleworth
This complaints procedure explains how customers of Man with Van Isleworth can raise concerns about any aspect of our moving or removal services, and how we will respond. Our aim is to resolve issues fairly, efficiently and transparently, while using feedback to continually improve our service across our operating area.
Our Commitment to Handling Complaints
We take all complaints seriously, whether they relate to a one-off man and van booking, a larger house move or ongoing removal services. We are committed to:
Listening carefully to your concerns and understanding what has gone wrong from your perspective.
Treating you with respect and courtesy at all times.
Investigating issues thoroughly and objectively.
Providing clear, timely responses with reasons for any decisions made.
Offering fair solutions where we are at fault, in line with our terms and conditions.
What This Procedure Covers
This procedure applies to complaints about:
The quality of our removal or transport services.
Conduct, attitude or behaviour of our drivers, porters or office staff.
Arrival times, delays or missed appointments.
Handling of items during loading, transport or unloading.
Billing, quotations, charges and payment disputes.
Any other aspect of our man and van or removal services within our service area.
For insurance claims or matters involving third parties, additional specific processes and terms may apply, which will be explained to you as needed.
How to Make a Complaint
You can raise a complaint verbally or in writing. To help us investigate the matter promptly, please provide:
Your full name and, if relevant, the name under which the booking was made.
The date and approximate time of the move or service.
The collection and delivery locations used during the job.
A clear description of what went wrong, including key times, events and any staff members involved.
Details of any damage, loss or inconvenience suffered.
What you would consider to be a reasonable outcome or resolution.
Where possible, please notify us of your concern as soon as you become aware of the issue. Timely reporting allows us to preserve information, check schedules, speak to staff and review any relevant documentation more effectively.
Initial Informal Resolution
Many concerns can be resolved quickly and informally. In the first instance, you may raise the matter with the driver or team leader on the day of the move. They will do their best to address straightforward issues immediately, such as clarifying timings, explaining the service provided or resolving minor misunderstandings.
If the issue cannot be resolved on the day, or if you prefer to deal with someone not directly involved in your move, you may raise the matter with our office. We encourage you to do this within a reasonable time after the service, so that information is fresh and easier to verify.
Formal Complaint Stage
If your concern is not resolved informally, or if the matter is more serious, you may make a formal complaint. When we receive a formal complaint, we will:
Acknowledge receipt, confirming that your complaint has been logged for investigation.
Review your description of the events and any evidence or photographs you provide.
Check internal records such as booking details, schedules and relevant notes.
Speak to any staff involved in providing your removal service.
Consider whether our service met the standards set out in our terms and conditions.
We aim to provide a full written response within a reasonable timescale. If the matter is complex or requires more detailed investigation, we will explain this and keep you updated on progress.
Our Investigation and Outcomes
When investigating, we look at whether:
Our staff followed our established procedures and instructions.
The service provided matched the quotation and agreed scope of work.
Any delays or problems were within our control, or caused by external factors.
There is evidence of poor service, damage, loss or inappropriate behaviour.
After completing the investigation, we may:
Offer an apology and explanation.
Provide corrective action, such as adjusting an invoice where appropriate.
Propose compensation in line with our terms and conditions and any applicable limits of liability.
Explain why we do not believe we are at fault, if that is the outcome, together with our reasoning.
All outcomes will be communicated clearly and respectfully.
Escalation of Your Complaint
If you are not satisfied with our response at the formal complaint stage, you may request that the decision is reviewed. When asking for a review, please explain why you believe the outcome is incorrect or unfair, and include any additional information that may not have been considered previously.
On escalation, your complaint will be reassessed, taking into account your comments and any new evidence. The review may uphold the original decision, alter part of it or propose an alternative resolution. You will be informed of the review outcome and the reasons for it.
Time Limits and Evidence
To ensure we can investigate effectively, complaints about a completed move should be made as soon as reasonably possible. For physical loss or damage to items, you may be required to provide photographs, descriptions of the affected items and any supporting documents that help to establish the condition of the items before and after the move.
Where external insurers are involved, specific reporting timescales may apply. We will let you know if any additional time limits are relevant to your case.
Use of Feedback and Continuous Improvement
All complaints are recorded and monitored to identify patterns and areas for improvement within our man and van and removal services. We use this information to review staff training, update procedures, improve communication and refine our booking and scheduling processes.
By following this complaints procedure, our aim is to provide every customer with a clear route to raise concerns and to ensure that any issues are handled in a fair, consistent and timely manner.
