Complaints Procedure for Man With a Van Leyton

Man With a Van Leyton is committed to providing reliable, professional and respectful removal services. We understand that, on occasion, things may not go as planned. This Complaints Procedure explains how you can raise a concern, how we will handle your complaint, and what you can expect from us at each stage of the process.

Purpose of this Complaints Procedure

The purpose of this procedure is to provide a clear and fair process for customers who are dissatisfied with any aspect of our man and van or removal services. We use feedback, including complaints, to improve our standards of care in handling belongings, timing, communication, and overall customer experience across our service area.

What Counts as a Complaint

A complaint is any expression of dissatisfaction about our services, whether justified or not, which requires a response. This may relate to:

• The conduct, attitude or professionalism of our drivers or removal staff.
• The condition in which your items or property were left after the job.
• Delays, missed time slots or cancellations.
• The quality of packing, loading, transport or unloading services.
• Charges that you believe are unclear or incorrect.
• Any other issue where you feel we have not met the service standards explained when you booked.

How to Make a Complaint

You can make a complaint in writing, by phone or in person. Please provide as much information as possible so we can investigate effectively. When submitting your complaint, include:

• Your full name and the address where the service was provided.
• The date and approximate time of the job.
• A clear description of what went wrong and how it affected you.
• Details of any staff members you dealt with, if known.
• Any evidence that may help us review the situation, such as photos of damage or copies of invoices.

We encourage you to raise concerns as soon as possible after the event, so that details are fresh in everyone’s mind and we can resolve the matter quickly.

Stage 1: Initial Complaint and Acknowledgement

Once we receive your complaint, we will record it in our internal complaints log. We aim to acknowledge your complaint within three working days. In our acknowledgement, we will confirm:

• That we have received your complaint.
• The name or role of the person responsible for handling your case.
• The expected time frame for our initial investigation and response.

At this stage, we may contact you to request further information or clarification if anything in your complaint is unclear.

Stage 2: Investigation and Response

A manager or senior member of staff will review your complaint objectively. The investigation may involve:

• Speaking to the driver or removal team involved in the job.
• Reviewing job notes, booking details and any agreed quotations.
• Examining any photographs, messages, or other evidence you have provided.
• Checking vehicle logs or route information where relevant.

We aim to provide you with a written or verbal response within ten working days of acknowledging your complaint. If the matter is more complicated and requires additional time, we will inform you of the delay and let you know when you can expect a full response.

Our response will set out:

• A summary of your complaint and the issues you raised.
• The steps we took to investigate.
• Our findings and any conclusions reached.
• Any actions we propose to put things right, where appropriate.

Possible Outcomes and Remedies

Depending on the circumstances, we may propose one or more of the following outcomes:

• A sincere apology and explanation of what went wrong.
• Practical steps to put matters right where possible, such as revisiting a property to complete agreed work.
• A review of internal procedures, staff training or scheduling processes to reduce the risk of similar issues.
• A goodwill gesture where we consider it appropriate.

Any remedy will take into account the nature of the issue, the information available, any evidence provided and the terms agreed at the time of booking.

Stage 3: Escalation and Further Review

If you are not satisfied with the outcome of Stage 2, you may request an escalation. When doing so, please explain which parts of our response you disagree with and why.

A more senior person, who was not directly involved in the original investigation, will then review:

• Your original complaint.
• The initial investigation and response.
• Any new information you have provided as part of the escalation.

We aim to provide an escalated response within ten working days. This response will represent our final internal decision on the complaint.

Your Responsibilities When Making a Complaint

We ask that all customers who raise a complaint do so in a respectful and honest manner. To help us handle your concerns as efficiently as possible, please:

• Provide accurate and complete information.
• Avoid abusive or threatening language towards our staff.
• Respond promptly if we request further details or evidence.

We reserve the right to end communication if a customer behaves in a threatening or abusive manner, but we will still record and, where possible, review the substance of the complaint.

Using Complaints to Improve Our Removal Services

We regularly review the complaints we receive to identify patterns and opportunities for improvement. This may include updating our booking process, improving guidance about preparing items for transport, reviewing how we handle delays or traffic issues, or providing additional staff training. Our aim is to ensure that customers using Man With a Van Leyton for local moves, small removals or transport enjoy a smoother and more reliable service.

Retention of Records

We keep a record of complaints and how they were resolved for a reasonable period. These records help us monitor performance, demonstrate accountability and support ongoing improvements in our services.

Changes to this Complaints Procedure

We may update this Complaints Procedure from time to time to reflect changes in our operations, in relevant regulations, or in best practice for removal and transport services. The current version will always apply to any complaint raised.

Man With a Van Leyton values every customer and treats all complaints as an opportunity to improve. If you feel we have fallen short, we encourage you to tell us so that we can address the issue and continue to raise our standards.