Complaints Procedure

Complaints Procedure for Ilford Man and Van

Ilford Man and Van is committed to providing a reliable removals and man and van service for home and business customers. We understand that, on occasion, things may not go as planned. This Complaints Procedure explains how you can raise a concern, how we will respond, and what you can expect from us at each stage.

1. Purpose and Scope

This procedure sets out how Ilford Man and Van manages complaints about our services, including but not limited to local and long-distance moves, packing and loading, transportation, and unloading. It applies to all customers who have used our services or have a confirmed booking with us.

We treat all complaints seriously and use them to improve the quality, safety, and reliability of our moving and transport services.

2. What We Class as a Complaint

A complaint is any expression of dissatisfaction about our service that requires a response. This can include, for example:

Delays, missed timeslots, or cancellations without adequate notice. Concerns about the handling, packing, loading, or unloading of your belongings. Issues with the conduct, attitude, or professionalism of our team members. Disputes about charges, invoices, or the scope of work agreed. Concerns about communication before, during, or after your move. Any other matter where you believe the service you received fell below what was agreed or reasonably expected.

General feedback, suggestions, or minor issues that you do not wish to pursue formally are always welcome and will still be reviewed, even if they are not logged as a formal complaint.

3. How to Raise a Complaint

If you are unhappy with any aspect of our removals or man and van service, we encourage you to raise the issue as soon as possible so that we can try to resolve it quickly.

You can make a complaint verbally to a member of our team during or immediately after your move. You can also submit a complaint in writing. When sending a written complaint, please include your full name, the service date, the service address, and a clear description of the issue. Where possible, include photographs or other supporting information.

We recommend that complaints involving service quality, service failure, or possible damage to property are made in writing so that we have a clear record and can investigate thoroughly.

4. Time Limits for Making a Complaint

To help us investigate fairly and accurately, we ask that you raise any complaint about the service as soon as reasonably possible and, in any case, within 14 days of the service being completed. Issues relating to potential loss or damage to items should be reported as soon as they are discovered.

Complaints raised outside this period may be more difficult to investigate fully, particularly where evidence or records are limited. However, we will still review any concerns raised and will explain what we can and cannot do in each case.

5. Information We Need From You

To investigate your complaint efficiently, we may ask you to provide:

Your name and contact details. The date of your move or booking. The collection and delivery locations. A description of what went wrong or why you are dissatisfied. Any relevant photographs, inventories, or documents such as quotes or invoices. Any steps you have already taken to raise the issue with our staff on the day.

The more detail you can provide, the easier it is for us to understand what happened and to work towards a fair resolution.

6. How We Will Handle Your Complaint

Once we receive your complaint, we will follow a clear and structured process.

We will acknowledge your complaint and confirm that it is being reviewed. We will then allocate the complaint to an appropriate member of our management or customer care team. They will review your complaint, gather information from team members involved, and consider any relevant documents such as booking details, job sheets, and photographs.

In most cases, we aim to provide a full response within 10 working days of receiving your complaint. If the matter is complex or requires further investigation, we will let you know if we need more time and will keep you updated on progress.

7. Our Response and Possible Outcomes

When our investigation is complete, we will send you a written response setting out:

A summary of your complaint and the issues you raised. The steps we have taken to investigate. Our findings and any conclusions we have reached. Any actions we propose to take to resolve your complaint.

Depending on the circumstances, possible outcomes may include an apology and explanation, clarification of our terms and services, corrective action in relation to our staff or processes, a review of training and procedures, or other appropriate steps. Where a financial remedy is considered, this will be assessed on a case-by-case basis in line with our terms and conditions and any applicable insurance arrangements.

8. If You Are Unhappy With the Outcome

If you feel that your complaint has not been resolved satisfactorily, you may ask for a further review. In your request, please explain why you remain dissatisfied and what outcome you are seeking. A different manager or senior member of the team will review the original investigation and response, along with any new information you provide.

After this second review, we will send you a final response. At this stage, we will explain whether any further internal steps are possible.

9. Using Complaints to Improve Our Service

Ilford Man and Van uses the information gathered through complaints to identify where services can be improved. We review complaint trends, outcomes, and feedback to strengthen our training, update risk assessments, and refine the way we plan and deliver moving services. Our aim is to reduce the likelihood of similar issues arising in the future and to maintain high standards across all jobs.

10. Confidentiality and Data Protection

All complaints are handled in confidence. Information you provide will be used only for managing and investigating your complaint, training, monitoring, and improving our services, or meeting legal and regulatory requirements. We will store your information securely and in line with our data protection obligations.

By following this Complaints Procedure, Ilford Man and Van aims to treat every customer fairly, resolve issues promptly, and continue to provide dependable removals and man and van services.