Complaints Procedure

Man with Van Leyton Complaints Procedure

This complaints procedure sets out how Man with Van Leyton handles concerns and complaints about our man and van and removal services. Our aim is to provide a clear, fair and timely process for resolving any issues that may arise before, during or after your move.

Our Commitment to Customers

We work hard to deliver reliable and professional moving services for households and businesses. If something goes wrong, we want to know about it so we can put it right and improve our service. We treat every complaint seriously and handle all information sensitively and in line with our privacy practices.

Making a complaint will never affect your right to use our services in the future or to be treated fairly and respectfully by our team.

What Counts as a Complaint

A complaint is any expression of dissatisfaction with our services or conduct, whether justified or not, which requires a response. This may include, for example:

Concerns about punctuality of collection or delivery, handling of your belongings, conduct or attitude of our staff or contractors, accuracy of information provided before the move, clarity of pricing and charges, quality of packing or loading, or how we handled a previous query or issue.

We also welcome feedback that is not a formal complaint. Comments, suggestions and compliments help us monitor and improve our removal services across our operating area.

How to Make a Complaint

You can raise a complaint in the way that is most convenient for you. You may speak to a member of our team in person on the day of your move or by contacting our office. Where possible, we encourage you to raise any issues as soon as you become aware of them, so that we have an opportunity to resolve matters quickly.

For a formal complaint, we recommend putting the details in writing so we can understand the situation clearly and investigate thoroughly. Please include the following information where possible:

Your full name, the date of your move or booking, the address where the service took place, a clear description of what happened, when and where it occurred, the names of any staff members involved if known, any impact on you or your belongings, and what outcome or resolution you are seeking.

If you have photographs, inventories, or other evidence that helps explain the issue, you may refer to this when making your complaint.

Timescales for Making a Complaint

We ask that you raise complaints within a reasonable time of the event taking place. This helps us investigate while details are still fresh and relevant records are readily accessible.

For issues relating to damage or loss of items, you should inform us as soon as reasonably possible after becoming aware of the problem. Delays in reporting may affect our ability to verify and resolve the matter effectively.

How We Will Handle Your Complaint

Once we receive your complaint, we will log it in our internal records. We aim to acknowledge receipt promptly and to begin reviewing the details without unnecessary delay.

We will then investigate the complaint. This may include speaking to the staff who carried out your move, reviewing any booking details, job sheets, photographs, or other documentation related to the service. Where necessary, we may contact you to request further information or clarification.

Our goal is to provide a clear and reasoned written response within a reasonable timescale. If the matter is particularly complex or requires additional investigation, we will keep you informed about our progress and let you know when you can expect an outcome.

Possible Outcomes and Remedies

After investigating your complaint, we may reach one of several outcomes. These may include:

Offering an apology and explanation where service has fallen below the standards we aim to provide, taking corrective action to complete or rectify part of the service where possible, reviewing or adjusting charges where appropriate, considering a goodwill gesture where justified by the circumstances, or explaining why we do not consider the complaint to be upheld, together with our reasons.

Any remedies offered will take into account the nature of the issue, the terms agreed for the service, and any relevant evidence provided by you and our team.

If You Are Not Satisfied With the Outcome

If you are unhappy with our initial response, you can ask for your complaint to be reviewed. When doing so, please explain why you do not accept the outcome and provide any further information that you believe is relevant.

We will then arrange for a further review, which may be carried out by a different person or by a more senior member of our team. We will again aim to respond within a reasonable timeframe and to provide a clear explanation of our final position.

Fair Treatment and Confidentiality

We will treat you with respect throughout the complaints process and expect the same courtesy in return for our staff. Complaints are handled in a professional manner, and details are only shared internally with those who need the information to investigate and resolve the issue.

Information related to your complaint may also be used, in an anonymised form where possible, to help us train our staff and improve processes across our man and van and removal services.

Using This Procedure

This complaints procedure applies to all customers of Man with Van Leyton using our moving, transport, and related services. By setting out a clear pathway for raising concerns, we aim to make it easy for you to tell us when something has gone wrong and to give us a fair opportunity to resolve it.

If you have any concerns about how your complaint is being handled, you can raise this with us at any time during the process. We welcome constructive feedback and remain committed to improving our service for all customers.