Complaints Procedure
Complaints Procedure for Man with Van Elephant and Castle
Man with Van Elephant and Castle aims to provide a reliable and professional removal service for domestic and commercial customers. We recognise that, on occasion, things may not go as planned. This complaints procedure explains how you can raise any concerns with us, how we will respond, and what you can expect throughout the process.
Our Commitment to Handling Complaints
We are committed to dealing with all complaints in a fair, consistent and timely manner. Every complaint is treated seriously and used as an opportunity to review our services, staff training and processes. Our goals are to understand what went wrong, to put it right where possible, and to reduce the chance of similar issues arising in future moves.
What This Procedure Covers
This complaints procedure applies to all services provided by Man with Van Elephant and Castle, including home removals, office removals, man and van services, loading and unloading, and related transport and moving support before, during and after your booking. It covers concerns about service quality, communication, conduct of staff, timing, handling of goods and charges.
Who Can Make a Complaint
Any customer who has booked or received removal services from us can make a complaint. This includes private individuals, landlords, tenants, businesses and organisations that have instructed us directly. Complaints can also be made by an authorised representative acting on behalf of the customer, provided they have the customer’s permission to do so.
How to Make a Complaint
You can raise a complaint in writing. Please clearly describe what happened, when it happened and how it has affected you. The more detail you provide, the easier it will be for us to investigate and respond. Include your full name, the address for collection and delivery, the date of the move, your booking reference if available and any relevant information such as photographs or lists of damaged or missing items.
You should make your complaint as soon as possible after the issue arises. If your complaint concerns loss or damage to items, please tell us as soon as reasonably practicable so that we can review the circumstances while they are still clear and recent.
Information To Include in Your Complaint
To help us investigate thoroughly, please include the following in your complaint:
1. Your full name and contact details.
2. The date or dates of the removal service.
3. Collection and delivery addresses.
4. A clear description of the issue or incident.
5. Details of any conversations already held with our team about the problem.
6. Any supporting evidence you believe is relevant, such as photographs or inventories.
7. What outcome you are seeking, for example an explanation, an apology, corrective action or a review of charges.
How We Will Acknowledge Your Complaint
Once we receive your complaint, we will record it in our internal complaints log. We will then send you a written acknowledgement to confirm that we have received your complaint and that it is being reviewed. This acknowledgement will normally be issued within a reasonable period of time from receipt of your complaint.
Investigation and Timescales
Your complaint will be investigated by a member of management who was not directly involved in the events you are complaining about where this is reasonably possible. They may contact you to clarify details, request additional information or ask further questions about the service you received.
We aim to provide a full written response within a reasonable timescale. If, due to the complexity of the complaint or the need to gather additional information, we cannot respond within this period, we will inform you and provide an updated timescale for our reply.
Our Response and Possible Outcomes
When we have completed our investigation, we will send you a written response setting out:
1. A summary of your complaint.
2. The steps we took to investigate.
3. Our findings and any relevant explanations.
4. Any actions we will take to put things right, if appropriate.
5. Any changes we propose to make to our services or procedures as a result.
Outcomes may include an apology, an explanation, corrective action on future bookings, a review of charges, or other reasonable measures considered appropriate in the circumstances, taking into account the terms and conditions that apply to our removal services.
If You Are Not Satisfied With Our Response
If you are unhappy with our response, you may ask for your complaint to be reviewed again. In your request, please explain why you remain dissatisfied and what you would like us to reconsider. A different member of management, where practicable, will review the original investigation and the outcome, and will provide you with a further written response.
Complaints About Damage or Loss of Property
In cases where your complaint involves alleged damage to property or loss of items during a move, we may request detailed lists, photographs, proof of ownership or proof of value, where appropriate. This information allows us to review how the items were packed, loaded, transported and unloaded, and to assess any possible liability in line with our terms and conditions and any applicable limitations.
Please note that some items may be carried at the owner’s risk, particularly where they are not packed or protected in a suitable way, or where they fall into categories excluded or limited under our service terms. We will always explain clearly how our terms apply to the specific circumstances of your complaint.
Confidentiality and Data Protection
All complaints are handled with respect and confidentiality. Information you provide will be used only for the purpose of investigating and resolving your complaint, improving our services and meeting any legal or regulatory requirements. We will store complaint records securely and only for as long as necessary for these purposes, in line with our obligations under applicable data protection law.
Using Complaints to Improve Our Removal Services
We use feedback and complaints to review how our man and van and removal services are delivered. Findings from complaints may be used to update staff training, improve communication about bookings and timings, refine how we handle goods in transit and strengthen our overall customer service, whether we are helping with a small flat move or a larger office relocation.
By following this complaints procedure, we aim to ensure that every concern raised with Man with Van Elephant and Castle is treated fairly, investigated properly and used constructively to enhance the experience of future customers.
