Complaints Procedure for Man with Van Ruislip

This complaints procedure explains how customers of Man with Van Ruislip can raise concerns about our services, how those concerns will be handled, and what outcomes you can expect. It applies to all customers using our removal and man and van services for home, office, and light commercial moves.

Our Commitment to Handling Complaints

Man with Van Ruislip is committed to providing a professional, reliable and courteous removals service. We recognise that, on occasion, things may not go as planned. When that happens, we welcome the opportunity to listen, put matters right where possible, and learn from the experience to improve our service.

We treat every complaint seriously, aim to resolve issues promptly and fairly, and handle all information shared with us in confidence and in line with applicable data protection laws.

What Counts as a Complaint

A complaint is any expression of dissatisfaction from a customer about the standard of our service, our conduct on the day of the move, our communication before or after your booking, or the way we have handled an issue you have already raised informally.

Common examples include concerns about punctuality, handling of belongings, conduct of staff, billing or charges, or the accuracy of information given about our services and service areas. If you are unsure whether your concern is a complaint, you should raise it with us and we will advise you on the next steps.

Raising an Informal Concern

Where possible, we encourage customers to raise issues informally in the first instance. Often, problems that occur during a move can be resolved quickly with the driver or team leader on the day. If you feel comfortable doing so, explain the problem clearly and state what outcome you are seeking, such as an explanation, an apology, or a practical remedy.

If the matter cannot be resolved to your satisfaction on the day, or you prefer not to discuss it with the crew, you may use the formal complaints process set out below.

How to Make a Formal Complaint

If you wish to make a formal complaint, please contact us in writing. Written complaints help ensure we fully understand the issue and can investigate it properly. When submitting your complaint, please include the following where possible:

The date of your move and the pick-up and drop-off addresses, your full name, a clear description of what went wrong, the names of any staff involved if known, any supporting details such as photographs of damage or copies of paperwork, and the outcome you would like us to consider.

You should submit your complaint as soon as reasonably possible after the event, ideally within 14 days of the move. Complaints raised after a longer period may be more difficult to investigate thoroughly because records and recollections may be less complete.

What Happens After You Complain

When we receive your complaint, we will acknowledge it and begin our investigation. In most cases, we aim to acknowledge your complaint within five working days. We will review your account of events, any supporting information you have provided, our own records of the booking and the job, and any comments or reports from the crew who carried out your move.

Where necessary, we may contact you during the investigation to clarify details or to request further information. We aim to complete most investigations and provide a full response within 20 working days from acknowledgment. If we need more time, for example where a complaint is complex or involves third parties, we will inform you and explain the reasons for the delay.

Our Response and Possible Outcomes

At the end of our investigation, we will provide a clear written response. This will summarise the complaint, describe what we have found, state whether your complaint is upheld in full, in part, or not upheld, and outline any actions we will take as a result.

Depending on the circumstances, outcomes may include an apology and explanation, corrective action on future bookings, training or guidance for staff, a gesture of goodwill, or in appropriate cases, consideration of compensation in line with our terms and conditions and any applicable insurance cover. Any financial settlement will take into account the scope of our contractual responsibilities, the value of any proven loss, and relevant limits or exclusions already provided to you before the move.

Matters Involving Loss or Damage

If your complaint relates to loss of, or damage to, belongings, it is important that you tell us as soon as possible after the move and provide clear details and photographs where available. Claims for damage are subject to the conditions of carriage and any agreed inventory or packing arrangements. We may need to inspect damaged items or request independent assessment before deciding on an appropriate remedy.

For higher value or fragile items, we may ask for proof of purchase or valuation to help us assess any claim. Failure to declare particularly valuable items in advance of the move may affect the level of compensation we are able to offer.

Escalating Your Complaint

If you are not satisfied with the outcome of your complaint, you may ask for it to be reviewed. When requesting a review, please clearly explain which parts of our response you disagree with and why, and provide any additional information that you believe has not been considered.

A more senior member of our team will reassess the complaint and our initial decision. Following this review, we will provide you with a final response. This internal review is the last stage of our complaints process.

Using This Procedure

This complaints procedure applies to all customers using Man with Van Ruislip for removals and man and van services in our operating areas. By setting out our process clearly, we aim to give you confidence that any concerns you raise will be handled fairly, consistently, and with the level of care you are entitled to expect from a professional removal service.

We keep our complaints procedure under regular review to ensure it remains clear, effective and in line with industry best practice.