Complaints Procedure

Man with Van Eastham Complaints Procedure

Man with Van Eastham aims to provide a reliable, professional and friendly removals and man and van service. However, we recognise that sometimes things may not go as planned. This Complaints Procedure explains how you can raise a concern, how we will respond, and what you can expect at each stage.

Purpose of this complaints procedure

The purpose of this procedure is to ensure that any complaint about our services is handled fairly, consistently and as quickly as possible. We use feedback to improve how we plan, manage and complete moves, collections and deliveries across our service area.

This procedure applies to all customers who use Man with Van Eastham for removals, house moves, flat moves, office relocations, single-item collection and delivery, or related services.

What is a complaint

A complaint is any expression of dissatisfaction about our service, whether justified or not, that requires a response. This can include, but is not limited to:

Issues with punctuality or timekeeping on the day of your move or delivery.

Concerns about the handling, loading or unloading of your belongings.

Damage or loss of items during a job.

Behaviour, conduct or attitude of our drivers or porters.

Disagreements about pricing, quotations or additional charges.

Concerns about communication before, during or after a booking.

If you are unsure whether your concern is a complaint, you should still raise it using the steps below so that we can review and respond.

How to make a complaint

We encourage you to raise any concern as soon as possible so that we can investigate while details are still clear.

Step 1: Speak to us informally

Where possible, please raise the issue with the driver or team on the day of the move or as soon as you notice the problem. Many issues can be resolved quickly on the spot, especially if they relate to timing, access, or how items are being handled.

Step 2: Submit a formal complaint

If your concern is not resolved informally, or you prefer not to discuss it with staff on the day, you can make a formal complaint in writing. When doing so, please include:

Your full name and the address where the service was provided.

The date of your booking and, if possible, the approximate start time.

A clear description of what happened and why you are dissatisfied.

Details of any items you believe have been damaged or lost, including photographs where available.

What outcome or resolution you are seeking, if you have something specific in mind.

Providing full details helps us investigate thoroughly and respond more effectively.

Time limits for making a complaint

We ask that you submit your complaint as soon as possible and ideally within 7 days of the service being carried out. For damage or loss of items, we strongly recommend that you notify us within 48 hours wherever possible so that we can assess the situation promptly.

How we will handle your complaint

Acknowledgement

Once we receive your formal complaint, we will acknowledge it in writing. We aim to do this within 3 working days. The acknowledgement will confirm that we have received your complaint and that an investigation is underway.

Investigation

Your complaint will be reviewed by a person with appropriate authority who was not directly responsible for the issue you have raised. As part of the investigation we may:

Check booking details, notes and any photographs held on file.

Speak to the driver or team members involved in the job.

Review any messages or previous correspondence with you.

Where necessary, we may contact you to ask for further information or clarification so we can fully understand what has happened.

Response

We aim to provide a full written response within 14 working days of receiving your complaint. If we are unable to respond within this time frame, we will let you know and provide an updated timescale.

Our response will explain:

What we have understood your complaint to be.

The steps we took to investigate the matter.

Our findings and whether your complaint has been upheld in full, in part, or not upheld.

Any offer of apology, explanation, corrective action or goodwill gesture, where appropriate.

Possible outcomes

Depending on the nature of your complaint and our findings, outcomes may include:

A written or verbal apology and explanation.

Practical steps to put things right where reasonably possible.

Advice on how to prevent similar issues on any future moves.

In cases involving damage or loss of items, consideration of compensation in line with our terms and conditions and any applicable limits or exclusions of liability.

Changes to our internal procedures or staff training to help prevent a recurrence.

If you are not satisfied with our response

If you remain unhappy after receiving our written response, you may request a further review. To do this, please reply in writing explaining:

Why you do not agree with our findings or proposed resolution.

Any information you believe we have missed or misunderstood.

A senior member of our team will then review the complaint, the investigation and the response already provided. We will aim to issue a final response within 14 working days of your request for a review.

Once our final response has been issued, we may not be able to enter into further correspondence on the same matter unless new and relevant information emerges.

Our commitment to fairness and improvement

Man with Van Eastham is committed to treating all complaints seriously and respectfully. Raising a concern will not affect any future service you may wish to book with us. We use feedback from customers across our removal and man and van work to identify patterns, refine our processes and improve the overall experience.

We are committed to:

Listening carefully to your concerns.

Investigating impartially and considering all sides.

Responding within reasonable time frames and keeping you informed.

Taking responsibility where we have made a mistake.

Using each complaint as an opportunity to enhance the way we operate.

Retention of records

We keep a record of complaints received, including details of the issue, the outcome and any follow-up actions taken. These records are used to monitor service quality, inform staff training and support continuous improvement in how we provide moving and transport services.

By setting out this Complaints Procedure, we aim to offer you confidence and clarity about how we will handle any issues that may arise when you use Man with Van Eastham.