Man With a Van Epsom Complaints Procedure

Man With a Van Epsom is committed to delivering reliable, efficient and careful removal services for household and business customers. We recognise that, on rare occasions, 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 from us at each stage.

1. Our Commitment to Customers

We take all complaints seriously and view them as an opportunity to improve our removal services. Whether your concern relates to punctuality, handling of goods, conduct of staff, the quality of the move, or our administration and paperwork, we will investigate it fairly and promptly.

We aim to:

Respond to every complaint in a timely and respectful manner, keep you informed throughout the process, reach a fair and reasonable outcome based on the information and evidence available, and use the feedback to review and improve our man and van and removal operations.

2. What Counts as a Complaint

A complaint is any expression of dissatisfaction about our services where you would like a response or resolution. This can include issues such as delays or missed arrival times, behaviour or attitude of team members, damage to property or belongings, unexpected charges or queries about pricing, and failures to follow agreed instructions for the move.

We encourage you to raise any concerns as soon as possible so that we can address them while details are still fresh and, where possible, while the work is ongoing.

3. How to Make a Complaint

You can make a complaint through any written method that is convenient for you. Please provide as much detail as you can, including: your full name, the address where the service was carried out, the date and approximate time of the job, a clear description of what happened, and any evidence you feel is relevant, such as photos or inventory notes.

Including this information at the start helps us identify your booking quickly, understand the situation, and begin our investigation without unnecessary delays.

4. First Stage: Initial Review

Once we receive your complaint, we will acknowledge it and begin an initial review. At this stage we will check our records, such as booking details, job sheets, removal notes, and relevant photographs or signed documents. We may also speak with the team members who carried out the job to understand events from all perspectives.

Our aim at this stage is to clarify the facts, confirm what occurred during the move, and determine whether there has been any shortfall in the service we agreed to provide.

5. Investigation and Timeframes

We strive to complete our investigation within a reasonable period, depending on the complexity of the issue. Straightforward complaints, such as minor delays or communication issues, are usually resolved more quickly. Matters involving potential damage to belongings, property access issues, or disagreements about the scope of work may take longer while we gather and review all necessary information.

If, during the process, it becomes clear that more time is required, we will keep you updated and explain the reason for any delay, along with a revised timescale for our response.

6. Our Response and Possible Outcomes

After our investigation, we will provide you with a written response setting out: a summary of your complaint, the steps we have taken to investigate, our findings based on the evidence available, and our decision and any proposed resolution.

Depending on the circumstances, possible outcomes may include: an explanation or clarification, an apology where standards have not been met, practical steps to put things right where possible, a goodwill gesture where appropriate, or a review of our internal procedures or staff training to prevent similar issues arising again.

7. If You Are Not Satisfied with the Outcome

If you are unhappy with our response, you may ask for your complaint to be reviewed again. In doing so, please explain which parts of our decision you disagree with and provide any additional information you believe we should consider. We will arrange for a further review, which may involve another member of our team examining the matter.

We will then send you a final written response setting out the result of this review. This will conclude our internal complaints process.

8. Damage and Loss Concerns

If your complaint relates to damage or loss, please raise it as soon as possible and provide any evidence that supports your concern. This may include photos taken before and after the move, details of the items affected, and any relevant receipts or valuations where available.

We will consider the condition and packaging of items, the agreed scope of work, any limitations set out in our terms and conditions, and the information provided by our team who carried out the service. Our aim is to reach a fair view of what has happened and to respond accordingly.

9. Behaviour and Safety Issues

We expect all staff representing Man With a Van Epsom to act professionally, respectfully and safely at all times. If your complaint involves conduct, language, or behaviour that you feel was unacceptable, we will treat it with particular care.

In these cases, our investigation may involve reviewing team assignments, shift records and, where available, any supporting statements. If standards have not been met, we will take appropriate internal action and will let you know, in general terms, what steps are being taken to address the matter.

10. Continuous Improvement

We regularly review complaints and customer feedback to identify patterns and areas where our removal services can be strengthened. This may involve updates to our booking processes, communication methods, vehicle scheduling, packing and handling practices, or staff training.

By following this structured complaints procedure, Man With a Van Epsom aims to give every customer a clear route to raise concerns and the confidence that issues will be handled seriously, fairly and with respect.