Man with Van Eel Pie Island Complaints Procedure

Man with Van Eel Pie Island aims to provide reliable, careful and friendly removal and man and van services. However, we recognise that issues can sometimes arise. This complaints procedure explains how you can raise a concern, how we will respond, and what you can expect at each stage.

Purpose of this Complaints Procedure

This procedure is designed to give customers a clear and fair process for raising any dissatisfaction with our services. It covers complaints about domestic and commercial removals, small moves, man and van jobs, loading and unloading, packing and handling of goods, punctuality, conduct of drivers or porters, and billing or payment concerns.

We use every complaint as an opportunity to review our performance, improve training, and deliver a more consistent service for customers moving home or business premises.

What Counts as a Complaint

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

Concerns about the care taken when handling or transporting your belongings.

Disputes regarding arrival times, delays or missed appointments.

Issues with how your booking, quotation or final charges were explained.

Concerns about the behaviour, attitude or communication of our team members.

Any situation where you feel we have not delivered the level of service promised for your move.

General feedback or minor comments that do not require a formal investigation can still be shared, but they may be handled informally rather than through this full complaints process.

How to Make a Complaint

You can raise a complaint verbally or in writing. If possible, we encourage you to raise the issue as soon as you become aware of it, ideally on the moving day or within a short period afterwards. This makes it easier for us to investigate and resolve the matter quickly.

When making a complaint, please provide the following information:

Your full name and, if relevant, the name under which the booking was made.

The date of your move or scheduled service.

The collection and delivery addresses relevant to the booking.

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

Any supporting details, such as photos of damage, inventory notes, or written agreements.

Any steps you have already taken to try to resolve the issue informally with a member of our team.

Time Limits for Raising a Complaint

We ask that complaints are raised as soon as reasonably possible and ideally within 7 days of the date of service. For claims relating to damage or loss of items, we recommend raising the complaint within 48 hours where possible, so that we can properly investigate and assess the situation.

Complaints raised after these time frames will still be considered, but may be more difficult to investigate and could limit any practical steps we are able to take.

Our Complaints Handling Stages

Stage one: Initial review

Once we receive your complaint, we will record the details and acknowledge receipt. We will usually aim to acknowledge your complaint within a few working days. At this stage we may contact you to clarify any points and to understand what outcome you are seeking, such as an explanation, an apology, corrective work, or a review of charges.

Stage two: Investigation

Your complaint will be reviewed by a person with appropriate authority who was not directly responsible for the issue, where possible. The investigation may include speaking with the crew members involved, reviewing job notes, schedules, photographs, and any relevant documentation or messages relating to your move.

Stage three: Response and outcome

Following the investigation, we will provide a written response setting out:

Our understanding of your complaint and the key points you have raised.

The steps we have taken to investigate the matter.

Our findings and any conclusions reached.

Any remedial action we are prepared to offer, such as an apology, a corrective visit, a contribution to repair or replacement, or an adjustment to charges where appropriate.

We aim to provide a final response within a reasonable timeframe. If more time is needed due to the complexity of the complaint, we will explain why and give an indication of when you can expect a full reply.

Outcomes and Remedies

Where we find that we have not met our usual standards, we will seek to put things right in a fair and proportionate way. Possible remedies may include:

A clear explanation of what happened and why.

A formal apology where we have fallen short.

Practical steps to rectify an issue, for example returning to complete agreed work.

Consideration of a goodwill gesture or partial refund where justified.

Review of our processes, training, or communication to prevent a repeat of the issue, particularly for similar removal and man and van jobs.

Where damage or loss is involved, any compensation or contribution will be assessed in line with our terms and conditions and any relevant limitations of liability that were agreed at the time of booking.

If You Are Still Unhappy

If you remain dissatisfied after receiving our final response, you may let us know the reasons you disagree with our findings. We will review any new information you provide and confirm whether our decision stands or whether any further action is appropriate. While this internal review is the final stage of our company process, you may also wish to seek independent advice if you feel it is necessary.

Confidentiality and Data Protection

All complaints are treated sensitively and handled in line with our obligations under data protection law. Information will only be shared with team members who need it to investigate and respond to your concerns. Records of complaints are kept securely and used to monitor performance and improve services across our man and van and removal operations.

Continuous Improvement

Man with Van Eel Pie Island is committed to learning from customer feedback. Complaints are reviewed periodically to identify patterns or recurring issues, so that we can adjust our training, procedures and communication. Our aim is to ensure that customers planning a move experience a reliable, efficient and respectful service from start to finish.