Complaints Procedure for Man with Van Enfield Lock

This complaints procedure explains how customers can raise concerns about our man and van and removal services, and how we will respond. Our aim is to handle every complaint promptly, fairly and consistently so that any issues are resolved as quickly as possible.

Our Commitment to Resolving Complaints

We want every customer to be satisfied with the service they receive. If you are unhappy with any aspect of our removals or transport work, we encourage you to tell us. We treat complaints as an opportunity to put things right, review how we operate and improve the services we provide.

All complaints are handled confidentially and with respect. Raising a complaint will not affect your rights or any ongoing work we are completing for you.

What Counts as a Complaint

A complaint is any expression of dissatisfaction about our services, staff, vehicles, charges, communication or the way we have handled your booking or belongings. This can include, but is not limited to:

Concerns about the care taken with your items during loading, transport or unloading. Dissatisfaction with timekeeping, reliability or adherence to an agreed schedule. Issues with the conduct, attitude or professionalism of team members. Disputes about prices, quotes, additional charges or payment terms. Concerns about how previous concerns or enquiries have been handled.

If you are unsure whether your issue is a complaint, you may still raise it with us and we will advise you on the most appropriate way forward.

How to Raise a Complaint

You can raise a complaint verbally or in writing. While we will accept complaints in any reasonable form, we encourage written complaints where possible, as this helps us to understand the issue clearly and to keep a proper record.

When making a complaint, please provide the following information so that we can investigate effectively:

Your full name and any reference or booking details we provided. The date and approximate time of the service in question. A clear description of what went wrong and how it has affected you. The location of the job and the type of service you booked, for example, home removal, office move or single item transport. Any evidence that may help, such as photos, inventories or copies of written agreements. Details of any conversations you have already had with our team about this matter. What outcome you are seeking, for example, an explanation, an apology, a correction or compensation.

Please raise your complaint as soon as reasonably possible after the event so that information is still recent and easier to verify.

Initial Complaint Handling

In many cases, complaints can be resolved quickly and informally. If you raise your concern during or immediately after a job, you should first speak to the driver or team leader on site. They will listen to your concerns and attempt to resolve the matter straight away where they are able to do so.

If the team on site cannot resolve your complaint to your satisfaction, or if you prefer not to discuss it with them, you may ask for the complaint to be escalated for a formal review.

Formal Complaint Review

Once a complaint has been logged for formal review, we will:

Acknowledge your complaint within a reasonable time frame, normally within five working days. Record the details of your complaint in our internal complaint log. Review all relevant information, including booking records, job sheets, photos, communication records and staff statements. Contact you if we need more information or clarification about the issue. Aim to provide a full written response within 28 days, or explain why more time may be needed if the matter is particularly complex.

Our written response will explain our findings, any steps we have already taken, and any further action we propose to take to resolve the matter.

Possible Outcomes and Remedies

Depending on the outcome of our investigation, we may offer one or more of the following remedies where appropriate:

A clear explanation of what happened and why. A sincere apology where we have fallen short of the standards we set for our removal services. Practical steps to correct an error or service failing, where this is possible. A goodwill gesture or compensation where appropriate and proportionate in the circumstances. Changes to our internal procedures, staff training or working practices to reduce the chance of similar issues occurring again.

Any remedy offered will be based on the evidence available and the terms and conditions that applied to your booking.

Escalating Your Complaint

If you are not satisfied with our response to your formal complaint, you may request a further review. In doing so, please explain why you disagree with our findings or the proposed resolution, and provide any additional information or evidence that you believe has not been considered.

A more senior member of our team will then carry out a final review of your complaint, taking into account all available information. We will provide a final response setting out our position and the reasons for our decision.

Time Limits for Complaints

To give us the best chance of investigating fairly, we ask that complaints are raised as soon as possible and normally within three months of the event or service date. Complaints raised after this time may be more difficult to investigate fully, but we will still consider them where it is reasonable and practical to do so.

Recording and Using Complaint Information

We keep a record of complaints and how they are resolved. This information is used to monitor our performance, identify recurring issues and improve the quality of our man and van and removal services across our operating areas.

Personal information provided as part of a complaint is handled in line with our privacy commitments and used only for the purposes of investigating and resolving your complaint, unless we are required by law to share it.

Review of This Complaints Procedure

This complaints procedure is reviewed periodically to ensure it remains clear, effective and appropriate for the services we provide. We may update it from time to time to reflect changes in our business operations, customer expectations or relevant guidance.

By setting out this complaints procedure, we aim to reassure our customers that any concerns about our removal or transport services will be taken seriously, investigated carefully and used to help us provide a better service in the future.