Complaints Procedure for Man with Van Enfield Wash

This Complaints Procedure explains how customers can raise concerns about services provided by Man with Van Enfield Wash, how those concerns will be handled, and the standards you can expect from us. It applies to all removal, man and van, and related transport services we provide to domestic and business customers.

Our Commitment to Resolving Complaints

We aim to provide a reliable, careful and professional removal service. If something goes wrong, we want to hear from you so we can put matters right where possible, learn from any mistakes, and improve future service. We treat all complaints seriously, fairly and with respect, and we aim to resolve issues as quickly as we reasonably can.

What Counts as a Complaint

A complaint is any expression of dissatisfaction about our service where a response is expected. This may include, for example:

Concerns about punctuality of collections or deliveries.

Issues with the handling, loading or unloading of your belongings.

Disputes over charges, quotations or invoices.

Concerns about staff conduct or communication.

Issues with how we have handled an earlier enquiry or concern.

If you are unsure whether your issue is a complaint or a general query, please raise it with us. If needed, we will treat it as a formal complaint under this procedure.

How to Make a Complaint

You can make a complaint in writing or verbally. While we accept complaints by phone or in person, we encourage you to set out your concerns in writing wherever possible. This helps ensure we clearly understand the details and can investigate thoroughly.

When making a complaint, please include:

Your full name and any relevant job reference or booking details.

The date of the service and the collection and delivery locations.

A clear description of what went wrong and when it happened.

Details of any damage, loss or delay, including photographs where available.

What outcome you are seeking, for example an apology, explanation or compensation.

We ask that you raise your complaint as soon as reasonably possible after the issue arises, and no later than a reasonable time after the service has been completed, so that we can properly investigate.

Complaint Handling Stages

Stage 1: Initial Review

Once we receive your complaint, we will record it and arrange for an appropriate member of our team to review it. We will normally acknowledge your complaint within a reasonable period, confirming that we have received it and explaining the next steps.

Stage 2: Investigation

We will investigate the issues you have raised. This may include checking booking records, route logs, staff notes, photographs and any relevant messages. We may contact you to clarify details or request further information. We aim to complete the investigation without unnecessary delay, taking into account the complexity and nature of the complaint.

Stage 3: Response

Following our investigation, we will send you a response explaining our findings. Where your complaint is upheld in full or in part, we will also explain what we propose to do to put things right. This may include an apology, correction of an error, a service remedy where possible, or a financial settlement in line with our terms and conditions and any applicable insurance arrangements.

Timeframes

We aim to acknowledge complaints promptly and to issue a full response within a reasonable timeframe. Complex matters, such as those involving alleged loss or damage to goods, may take longer to investigate. In such cases we will keep you informed of progress and provide an estimated timescale for our final response.

Information and Evidence

To help us reach a fair decision, we may ask you for additional information or evidence, for example:

Photographs of alleged damage to items or property.

Copies of any relevant documents, such as inventory lists or receipts.

Details of any previous discussions you have had with our team.

Please provide any requested information as soon as you can. If we cannot obtain sufficient information to verify your claim, this may affect the outcome.

Outcomes and Remedies

Where a complaint is upheld, we will consider appropriate remedies. These will depend on the circumstances and may include:

A clear explanation of what happened and why.

A sincere apology where our service has fallen below expected standards.

Practical steps to correct an error or complete an agreed service.

Financial compensation where this is due under our contractual terms or relevant insurance. Any compensation will be assessed in line with our terms and conditions, any declared value of goods, and any applicable limits on liability that formed part of your booking.

When You Are Not Satisfied with the Outcome

If you remain unhappy after receiving our response, you may request that your complaint is reviewed again. You should explain why you are dissatisfied and what you believe has not been properly considered. We will arrange for a further review wherever appropriate and will provide a final response setting out our position.

Where applicable, you may also have the option of pursuing independent advice, mediation, or legal routes. The availability of external options may depend on the nature of the issue, any insurance policy involved, and general consumer rights.

Fairness and Confidentiality

We will handle all complaints in a fair and impartial way. No customer will be treated less favourably for making or pursuing a complaint. We will keep your complaint and any personal information you provide confidential within our business, sharing it only with staff and advisers who need to see it in order to investigate and respond. We store complaint records in line with our data protection and retention practices.

Using This Procedure

This procedure applies to all services provided by Man with Van Enfield Wash, including local and longer-distance moves, single-item transport and multi-vehicle jobs. Our goal is to make the complaints process straightforward and transparent, and to resolve matters in a way that is reasonable for both you and our business. By following the steps set out above, we can work together to address any problems that arise before, during or after your move.