Complaints Procedure

Man with Van Enfield Complaints Procedure

This complaints procedure explains how customers can raise concerns about the services provided by Man with Van Enfield, and how those concerns will be handled. We aim to deliver a professional, reliable removals and man and van service and we take all complaints seriously as an opportunity to review and improve our work.

Scope of this Complaints Procedure

This procedure covers complaints relating to our man and van and removal services, including local moves, item collection and delivery, packing assistance, loading and unloading, and other related transport services. It applies to issues arising before, during or after a booking, such as service quality, conduct of staff, handling of goods, timekeeping, or the accuracy of information provided.

This procedure does not cover disputes with third parties who are not directly employed or contracted by Man with Van Enfield, or matters that fall solely under the responsibility of another company, such as external storage providers or other independent tradespeople.

Our Complaints Principles

We aim to handle every complaint in line with the following principles:

We will treat you with respect and courtesy at all times. We will listen carefully to your account of what has happened. We will investigate your complaint fairly and impartially. We will keep your information private and only share details with staff involved in resolving the issue. We will aim to put things right where something has gone wrong, and learn from the outcome to improve our services.

How to Make a Complaint

You can raise a concern informally or make a formal complaint. In many cases, we can resolve an issue quickly if you tell the driver or team leader on the day of your move. They may be able to correct a problem immediately, for example by adjusting how items are handled or clarifying what has been agreed.

If the issue cannot be resolved on the day, or if you prefer not to raise it with staff at the time, you can submit a formal complaint. When doing so, please provide the following information so we can investigate effectively:

Your full name and the address where the service took place. The date and approximate time of the service. A clear description of what went wrong, including any relevant timings or events. Details of any damage, loss or inconvenience you believe has occurred. Any reference number or booking details you have. Copies of any supporting information you wish us to consider, such as photographs or written notes.

Please submit your complaint in writing, using your preferred written communication method, so that there is a clear record of your concerns and our responses.

Time Limits for Making a Complaint

We ask that complaints are raised as soon as reasonably possible after the issue occurs. This helps us to obtain accurate information while events are still recent in the minds of everyone involved.

If your complaint relates to service quality or staff conduct, we recommend raising it within 14 days of the service. If your complaint involves alleged damage or loss of goods, we recommend notifying us as soon as you become aware of the issue. Waiting longer may make it harder to investigate or to assess the condition of the items involved.

How We Will Handle Your Complaint

When we receive your complaint, we will first acknowledge that we have received it. We will then review the information you have provided together with our own records for your booking, such as job notes, timings and any internal reports.

Where necessary, we may contact you for further information to clarify details. We may also speak to staff who were present during the service. Our investigation will focus on understanding what happened, whether our standards were met, and whether anything could or should have been done differently.

We aim to provide a full written response once our investigation is complete. In most cases, this will be within 14 working days of receiving your complaint. If the issue is complex or requires more detailed investigation, it may take longer. If this happens, we will aim to let you know that more time is needed and when you can expect a final response.

Outcomes and Remedies

Following our investigation, we will provide you with a clear explanation of our findings. Where we identify that we have fallen short of our standards, we will consider appropriate remedies. These may include one or more of the following, depending on the circumstances:

An explanation of what went wrong and why. An apology where our service has not met the expected standard. Practical steps to put things right where this is possible. Review of our procedures or additional staff guidance or training to prevent similar issues in future. Other proportionate actions we consider reasonable in the circumstances.

Where your complaint is not upheld, we will explain why we have reached that conclusion and what information we have relied upon.

Customer Responsibilities

To help us handle your complaint fairly and efficiently, we ask that you provide accurate and complete information, respond to any reasonable requests for further details, and treat our staff with courtesy throughout the process. Aggressive, abusive or threatening behaviour will not be tolerated and may lead to the communication being managed in writing only.

Continuous Improvement

Man with Van Enfield uses complaints and feedback to monitor the quality of our removals and man and van services. We periodically review trends in complaints to identify areas where we can improve, such as changes to how we schedule work, load and secure items, communicate with customers or manage specific types of moves.

By following this complaints procedure, we aim to make sure that any concerns are treated seriously, investigated carefully and used to maintain and enhance the standards of service we provide.