Complaints Procedure
Ilford Man and Van Complaints Procedure
Ilford Man and Van is committed to providing a professional, reliable and considerate removal service. We recognise that, on occasion, customers may feel that we have not met the standards they expect. This Complaints Procedure explains how you can raise a concern, how we will respond, and what steps we will take to resolve issues fairly and promptly.
Our Commitment to You
We aim to deliver a smooth moving experience for every customer. If you feel dissatisfied with any aspect of our removals or man and van services, we encourage you to tell us as soon as possible. Your feedback helps us put things right and improve how we operate.
We will always treat your complaint seriously, investigate it thoroughly, and handle it in a professional and respectful manner. We will aim to resolve matters informally where possible, but we also provide a clear formal process if needed.
What This Procedure Covers
This Complaints Procedure applies to all services provided by Ilford Man and Van, including but not limited to domestic moves, small office moves, packing and loading, and short-distance transport of goods. It covers concerns about service quality, conduct of staff, adherence to agreed timings, handling of items, and administration of bookings and invoices.
This procedure does not cover routine service queries, requests for quotations, or general feedback that does not express dissatisfaction. Those matters can be raised directly with our team as part of normal communication.
Raising an Informal Complaint
In many cases, issues can be resolved quickly by speaking to us informally. If something is not right on the day of your move or when a service is being carried out, please raise it with the team on site if it is safe and reasonable to do so. They will do their best to correct the issue immediately.
If the matter cannot be resolved on the day, or if you prefer not to discuss it with the on-site team, you can contact our office to explain your concerns. Please provide your name, the date of your move, and a brief description of the problem. We will review the situation and aim to offer a quick and practical solution wherever possible.
Making a Formal Complaint
If you are not satisfied with the outcome of an informal discussion, or if the issue is more serious or complex, you can make a formal complaint. A formal complaint should describe what happened, when it happened, which service it relates to, and how you would like us to resolve the matter.
To help us investigate efficiently, please include the following where possible:
Details of your booking reference or any written agreement, the date and approximate time of the move, a clear description of the issue, any relevant photographs or supporting information, and details of any conversations already held with our staff about the matter.
Time Limits for Raising Complaints
We ask that complaints are made as soon as reasonably possible after the event. For concerns relating to the conduct of a move, we recommend raising your complaint within 7 days of the service. For issues relating to loss, damage, or breakage, it is helpful if you notify us as soon as you become aware of the problem. Prompt notification helps us investigate clearly and fairly.
How We Handle Your Complaint
Once we receive your formal complaint, we will acknowledge it within a reasonable timeframe. We will then appoint a member of our team to review your concerns. Our goal is to investigate impartially, taking into account your explanation, the account of any staff involved, and any relevant records or documentation.
During the investigation, we may contact you to request further information or clarification. We ask that you respond as fully and promptly as you can, so that we can bring the matter to a fair conclusion.
We will then provide a written response setting out our findings, any actions we propose to take, and the reasons for our decision. We aim to complete this process within a reasonable period, depending on the complexity of the complaint and the availability of information.
Possible Outcomes and Remedies
Where our investigation finds that we have not met the standards we aim for, we will consider appropriate steps to put things right. Depending on the circumstances, this may include a practical remedy, a service adjustment, a goodwill gesture, or other appropriate resolution in line with our terms and conditions.
In cases where we do not uphold the complaint, we will explain the reasons clearly and provide information about any further options available to you.
Escalating a Complaint
If you are not satisfied with the outcome of our investigation, you may request that your complaint be reviewed again. In this case, your complaint will be reconsidered by a different member of our team who was not involved in the original decision, where possible. They will review the evidence, our previous response, and any additional points you wish to raise, and then issue a final response.
Respectful Behaviour and Fair Use of This Procedure
We are committed to treating all customers with courtesy and respect, and we expect the same in return. We will not tolerate abusive, threatening, or discriminatory language or behaviour towards our staff at any stage of the complaints process.
We reserve the right to limit or cease correspondence where a complaint is pursued in an unreasonable manner, is clearly repetitive, or is intended to cause disruption rather than seek a fair resolution. In such cases, we will explain our reasons clearly.
Confidentiality and Data Protection
All complaints are handled in confidence and in line with our obligations under relevant data protection laws. Information will only be shared with those who need it to investigate and resolve your complaint, or where we are legally required to disclose it. We will retain information relating to your complaint only for as long as necessary for record-keeping and to improve our services.
Continuous Improvement
We review complaints regularly to identify patterns and areas where we can improve our removal and man and van services. By telling us when something has gone wrong, you help us enhance our standards, staff training, and customer experience for future moves.
Ilford Man and Van thanks you for taking the time to share your concerns and for giving us the opportunity to address them properly through this Complaints Procedure.
