Complaints Procedure

Complaints Procedure for Man with Van Leytonstone

Man with Van Leytonstone is committed to delivering a reliable and professional moving and transport service for customers using our man and van and removal solutions. 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 the steps we take to put matters right where we are at fault.

Purpose of This Complaints Procedure

The purpose of this complaints procedure is to provide a clear, fair and transparent process for dealing with any dissatisfaction relating to our services. This includes home moves, office moves, collection and delivery work, and any related removal activities carried out by Man with Van Leytonstone. Our aim is to resolve issues quickly, learn from any mistakes, and improve our service for all customers.

What Counts as a Complaint

A complaint is any expression of dissatisfaction about our service, whether justified or not, that requires a response. This may include, for example:

Delays in collection or delivery of items during your move.

Damage, loss or incorrect handling of your belongings.

Concerns about the conduct, attitude or appearance of our drivers or porters.

Disputes about charges, quotes, or payment terms for our removal services.

Any failure to follow agreed instructions or booking details.

If you are unsure whether your issue is a complaint, please raise it with us and we will treat it appropriately.

How to Make a Complaint

You can make a complaint to Man with Van Leytonstone in writing or verbally. We recommend putting your complaint in writing so that all details are clearly recorded. When submitting your complaint, please provide the following information where possible:

Your full name and the address relevant to the booking.

The date and approximate time of the service.

A description of the service booked, for example, house move or single-item collection.

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

Any evidence you may have, such as photos of damage or copies of documents.

Details of how you would like us to resolve the issue, where applicable.

We encourage customers to raise any concerns as soon as possible after the service has taken place so that we can investigate efficiently and accurately.

Acknowledgement of Your Complaint

Once we receive your complaint, we will acknowledge it within a reasonable time frame. In our acknowledgement, we will confirm that we have received your complaint and outline the next steps in the process. We may request further information or clarification to ensure we fully understand the matter before starting our investigation.

How We Investigate Complaints

Man with Van Leytonstone aims to investigate all complaints thoroughly, objectively and without unnecessary delay. Our investigation may include:

Reviewing the original booking details and any written agreements.

Speaking with the driver or team members involved in your job.

Reviewing photographs, inventory lists, or job notes taken at the time of service.

Assessing whether our terms and conditions were followed appropriately.

Considering any relevant industry standards for removal and transport services.

We will handle all information sensitively and in accordance with our privacy practices.

Our Response and Resolution

After we complete our investigation, we will provide you with a clear response explaining our findings and any action we will take. This response will usually include:

A summary of your complaint as we understand it.

Details of the investigation steps we have taken.

Our decision and the reasons for that decision.

Any remedy or resolution we are able to offer, where appropriate.

Possible resolutions may include an apology, a practical remedy such as a corrective visit, or a financial gesture where justified. Any offer of compensation will take into account the circumstances of the case, the evidence available, and our terms and conditions.

Timescales

We strive to resolve complaints as quickly as reasonably possible. The time needed will depend on the complexity of the case and the availability of information. We will keep you informed if we require additional time to complete our investigation and will provide updates where appropriate.

Escalating Your Complaint

If you are not satisfied with the outcome of your complaint, you may request an internal review. In this case, a more senior member of our team, who was not directly involved in the original decision wherever possible, will re-examine the complaint, the evidence, and the initial outcome.

During this review, we may ask for any further information you wish to provide and will reassess the case in full. Following the review, we will provide you with a final response setting out our position.

Fairness and Respect

Our team will treat all complainants with respect and courtesy and expects the same in return. Aggressive, abusive or threatening behaviour towards staff may result in communication being limited to written correspondence only. This does not affect your right to have your concerns considered.

Using Feedback to Improve Our Service

Man with Van Leytonstone values feedback from customers across our moving and transport work. We review complaints regularly to identify any recurring issues, training needs or ways to improve how we provide our man and van and removal services. Where changes are needed, we will take steps to implement them so that future customers benefit from a better experience.

Updates to This Complaints Procedure

We may update this complaints procedure from time to time to reflect changes in our services, relevant regulations, or best practice in the removals industry. The latest version will apply to all complaints raised after the date of publication.