Complaints Procedure

Earls Court Man and Van Complaints Procedure

Earls Court Man and Van is committed to providing a reliable, professional and courteous removals and man and van service. We recognise that, on occasion, things may go wrong or fall below your expectations. When this happens, we want to hear from you so that we can put matters right and improve our services for the future. This Complaints Procedure explains how you can raise a concern, how we handle it, and what you can expect from us at each stage.

Our Commitment to You

We take all complaints seriously and aim to resolve them fairly, efficiently and promptly. Our key commitments are to:

Listen carefully to your concerns and treat you with respect and courtesy at all times.

Investigate complaints thoroughly and objectively, considering all available information.

Provide clear explanations and, where appropriate, offer practical solutions or remedies.

Use feedback and complaint outcomes to improve the quality and reliability of our man and van and removal services.

What Counts as a Complaint

A complaint is any expression of dissatisfaction about our service, whether it relates to home or office moves, packing, loading and unloading, handling of goods, punctuality, conduct of staff, communication, or any other aspect of our removals operations.

You do not need to use the word complaint for us to treat your concern as one. If you are unhappy and want us to review or put something right, it will be handled under this procedure.

How to Make a Complaint

You can raise a complaint in the way that is most convenient to you. Please provide as much detail as possible so that we can investigate thoroughly. Helpful information includes:

Your full name and the address where the service was carried out.

The date and approximate time of the booking and removal service.

A clear description of what went wrong and how it has affected you.

Names or descriptions of any staff involved, if known.

Any supporting information you wish us to consider, such as photographs or documentation relating to your move.

Stage One: Informal Resolution

In many cases, issues can be resolved quickly and informally by speaking directly with the driver, porter or coordinator responsible for your booking. If you feel comfortable doing so, please raise the matter as soon as possible after it occurs. We will always try to put things right immediately where we reasonably can, particularly during ongoing moves or same day man and van work.

If the issue cannot be resolved on the spot, or you remain dissatisfied, you may progress to the formal complaints stage.

Stage Two: Formal Complaint

When making a formal complaint, please make it clear that you wish your concern to be treated under the Complaints Procedure. Once received, the complaint will be logged and assigned to a member of our management team who has not been directly involved in the original incident wherever possible.

Acknowledgement

We will acknowledge your complaint as soon as reasonably possible. In the acknowledgement, we will confirm that we have received your concern and outline the next steps in the process.

Investigation

The manager assigned to your complaint will carry out a fact finding investigation. This may include:

Reviewing booking details, job sheets and any relevant documentation.

Speaking to the staff members involved in your removal or man and van booking.

Reviewing photographs, inventory lists or other evidence where provided.

Assessing whether our usual procedures and service standards were followed.

We may contact you during this stage if further information or clarification is needed.

Response

Once the investigation is complete, we will provide you with a written response setting out:

A summary of your complaint and the issues considered.

The findings of our investigation and our decision.

Any actions we will take to resolve the matter or prevent a recurrence.

Information on how to escalate your complaint if you are not satisfied with the outcome.

Stage Three: Escalation and Review

If you are unhappy with the outcome of the formal complaint, you may request a further review. In your request, please explain why you are dissatisfied with the decision, and if there is any additional information you would like us to consider.

A senior member of our team will then review the complaint, the investigation and the decision made at Stage Two. They may re examine the evidence, seek further clarification, or conduct a fresh investigation if appropriate.

Following this review, we will provide a final written response explaining our conclusions and any further actions we consider appropriate.

Timescales

We aim to handle complaints as efficiently as possible, while ensuring a thorough and fair review. Response times may vary depending on the complexity of the issue and the availability of information, particularly for larger house moves or multi vehicle removal bookings. If we anticipate any delay, we will keep you informed and provide an updated timescale.

Remedies and Outcomes

Where a complaint is upheld, we will consider a range of possible remedies depending on the circumstances. These may include:

A sincere apology and explanation.

Corrective actions to complete or improve the service.

Practical steps to address specific issues identified in the complaint.

Improvements to our procedures, staff training or communication methods.

Any remedy will be proportionate to the issue and in line with our terms and conditions and applicable laws relating to removal and transport services.

Your Responsibilities

To help us deal with your complaint effectively, we ask that you:

Raise concerns as soon as possible after the issue occurs.

Provide clear, accurate information and any evidence you wish us to consider.

Treat our staff with courtesy and respect while the complaint is being handled.

Allow us a reasonable opportunity to investigate and respond.

Using Feedback to Improve Our Services

Every complaint is an opportunity for Earls Court Man and Van to review how we operate, whether we are moving single items, flats, houses or offices. We regularly monitor complaint trends to identify any recurring issues and to make changes where necessary. This might include updating policies, enhancing staff training, refining our booking processes or improving communication before, during and after each move.

By following this Complaints Procedure, we aim to ensure that any concerns about our man and van and removal services are handled fairly, transparently and professionally, with the ultimate goal of maintaining your confidence in choosing us for your future moves.