Complaints Procedure for Man With a Van Eastcotе

Man With a Van Eastcotе aims to provide a dependable and professional moving and delivery service for all customers. We recognise that, on occasion, 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 every stage.

Purpose of this Complaints Procedure

The purpose of this procedure is to give customers a clear and fair route to raise issues about any aspect of our man and van or removal services, including local and longer-distance moves, packing assistance, collection and delivery, or storage-related handling. It also helps us learn from feedback and make improvements to our services.

This procedure applies to all customers who have used, or attempted to use, our services, whether for domestic or small business removals.

What We Class as a Complaint

A complaint is any expression of dissatisfaction, whether justified or not, about the standard of service you have received or the way our staff or representatives have handled your booking, move, or enquiry. Examples include, but are not limited to:

Delays or missed arrival times for your move or collection.
Concerns about the care taken in handling, loading, or unloading your belongings.
Damage to property or items during the moving process.
Disputes about quoted prices, additional charges, or invoicing details.
Concerns about staff conduct, communication, or attitude.
Any aspect of our processes or policies that you feel has not been followed or explained properly.

Raising an Informal Complaint

Where possible, we encourage customers to raise concerns informally in the first instance. Many issues can be resolved quickly by discussing them directly with the driver or team leader on the day of the move, or with the office contact who handled your booking.

If you feel comfortable to do so, please explain clearly what has gone wrong and what outcome you are seeking. We will do our best to address the issue promptly, which may include clarifying information, offering a practical solution on the day, or arranging follow-up from our office.

Making a Formal Complaint

If your concern cannot be resolved informally, or you prefer to raise it formally, you may submit a formal complaint. When making a formal complaint, please include the following information so that we can investigate effectively:

Your full name and the address where the service was carried out.
The date of your move or booking and any reference number you were given.
A clear description of what happened, including times and names of staff where known.
Details of any damage, loss, delay, or other issue you are complaining about.
Copies of any relevant documents that support your case, such as quotes, invoices, or photographs of damage.
Your preferred outcome or how you would like the matter to be resolved.

We recommend making your complaint as soon as possible after the issue occurs, and no later than 28 days from the date the service was provided, so that we can access accurate information and records.

Acknowledging Your Complaint

Once we receive your formal complaint, we will acknowledge it within a reasonable time frame. Our acknowledgement will confirm that we have received your complaint and will give you an indication of the expected timescale for a full response.

In some situations, we may contact you to request further information or clarification before we can begin our investigation. Providing clear and detailed information at the outset will help to speed up this process.

How We Investigate Complaints

We will investigate your complaint fairly and objectively. Our investigation may involve:

Reviewing your booking details, quote, and any written communications.
Speaking with the driver or moving team involved in your job.
Examining photographs, notes, or other records relevant to the service provided.
Assessing whether our policies, terms and conditions, and agreed scope of work were followed.

We aim to complete our investigation and provide a written response within a reasonable period from acknowledging your complaint. If the matter is complex or requires more time, we will keep you informed of progress and let you know when you can expect a final response.

Our Response and Possible Outcomes

When our investigation is complete, we will provide a clear response outlining:

What we have understood your complaint to be.
What we have investigated and the evidence considered.
Our findings on whether your complaint is upheld in full, in part, or not upheld.
Any steps we have already taken or will take to put things right, where appropriate.
Any changes we intend to make to our services or procedures as a result of your feedback.

Where we accept that something has gone wrong, possible remedies may include an apology, an explanation, practical steps to correct the issue, or other forms of redress, in line with our terms and conditions and any applicable legal obligations.

If You Remain Dissatisfied

If you are not satisfied with our final response, you may contact us again to explain why you remain unhappy. If there is new or additional information, we will review it and consider whether any further investigation is necessary.

We will make every reasonable effort to resolve your complaint directly and amicably. This procedure does not affect any rights you may have under consumer law.

Recording and Using Complaints to Improve Our Service

All formal complaints are recorded internally. We review complaints on a regular basis to identify patterns, recurring issues, or areas where our removals service, customer communication, or staff training can be improved.

By following this complaints procedure and carefully analysing the feedback we receive, we aim to enhance reliability, protect customers belongings more effectively, and provide a smoother moving experience across our full service area.

Confidentiality and Data Protection

All complaints will be handled sensitively and in confidence. Information will be shared only with those who need it to investigate and resolve your complaint. Any personal data you provide will be processed in line with applicable data protection requirements and our internal policies.

This complaints procedure is intended to be clear, fair, and accessible, helping to ensure that every customer of Man With a Van Eastcotе is heard and treated with respect when raising a concern about our services.