Complaints Procedure for Man with Van Enfield Customers

This Complaints Procedure explains how customers of Man with Van Enfield can raise concerns, how we will respond, and the steps we take to resolve issues fairly and promptly. It applies to all services we provide, including man and van moves, home removals, small office relocations and related transport services.

Our Commitment to Handling Complaints

We aim to deliver a reliable and professional service on every move. However, we recognise that problems can sometimes occur. When that happens, we are committed to:

Listening carefully to your concerns

Investigating what has happened

Keeping you informed throughout the process

Providing a clear and fair outcome

Using feedback to improve our removal and transport services

What Counts as a Complaint

A complaint is any expression of dissatisfaction about our service, whether it relates to booking, communication, conduct of staff, timing, charges, handling of belongings, or any other aspect of your move. You do not need to use the word complaint for it to be treated as one. If you are unhappy and want us to respond, we will treat your concern as a complaint.

How to Raise a Complaint

You may raise a complaint as soon as you become aware of a problem. We encourage you to do this as soon as possible so that we can address the matter quickly and, if appropriate, while the service is still in progress.

You can submit a complaint by providing the following details in writing:

Your full name

Date of the service and collection and delivery locations

A clear description of what went wrong

Any relevant supporting information, such as photographs or inventory notes

Your preferred outcome or what you would like us to do

Complaints should be made by the person who made the booking or an authorised representative. Where possible, please raise the issue via the same channel you used to make the booking so that we can locate your details and booking record more easily.

Timescales for Making a Complaint

We recommend raising complaints within seven days of the service being completed. For damage to items or property, you should notify us as soon as practicable after discovering the issue so that we can assess the circumstances and available evidence. While we may still review complaints made after this period, delays can make it more difficult to investigate fully.

How We Will Handle Your Complaint

When we receive your complaint, we follow a structured approach to ensure it is handled consistently and fairly.

Acknowledgement

We will acknowledge your complaint as soon as reasonably possible. At this stage, we may ask for further information or clarification to help us understand the situation clearly.

Investigation

We will review the details of your complaint alongside relevant records, which may include the booking information, any written correspondence, driver notes, photographs, and inventory or condition reports where applicable. We may contact you or members of our team who attended the job to gather more information.

Response

Once we have completed our investigation, we will provide you with a written response. This will normally include:

A summary of your complaint

Details of what we have found

Any factors that affected the outcome

Our decision and any proposed resolution

We aim to send a full written response within 14 days of receiving all relevant information. If the matter is complex or requires more time, we will explain the reason for the delay and give you an updated timeframe.

Possible Outcomes and Resolutions

Where we find that we are responsible for an issue, we will consider the most appropriate form of resolution. This may include, depending on the circumstances and our terms of service:

An explanation and, where appropriate, an apology

Taking corrective action to address the issue in our processes

Offering a partial or full refund where justified

Offering a goodwill gesture where appropriate

We will always aim to reach a fair outcome that reflects what happened, any evidence available, and the terms under which the service was provided.

If You Are Not Satisfied With Our Response

If you are unhappy with the outcome of your complaint, you may request a review. In your request, please explain why you disagree with the decision and provide any additional information you would like us to consider.

A different member of the management team will, where possible, review the complaint and the original decision. Following this review, we will provide a final response outlining our position.

Complaints About Damage or Loss

Where your complaint relates to alleged damage or loss of items or property during a move, we may ask for supporting evidence, such as photographs, purchase information or condition reports, where available. We also recommend inspecting items as soon as possible after delivery to help ensure that any concerns are raised promptly.

Our liability for damage or loss is subject to our terms and conditions, including any exclusions or limitations that apply to particular items or circumstances. These may cover issues such as pre existing damage, insufficient packing by the customer, or restrictions on moving certain items.

Unreasonable or Abusive Behaviour

We understand that moving can be stressful, especially when something goes wrong. We will always treat customers with respect and courtesy and expect the same in return. If behaviour becomes abusive, threatening or discriminatory, we may limit or restrict communication. This does not remove your right to have a complaint investigated, but we may decide how best to manage further contact.

Using Feedback to Improve Our Service

Every complaint is an opportunity for us to improve how we deliver removals and man and van services. We regularly review the complaints we receive to identify patterns, training needs and changes that may be needed to our procedures, equipment or communication. Our aim is to reduce the likelihood of similar issues arising in the future and to maintain a reliable local moving service.

Changes to This Complaints Procedure

We may update this Complaints Procedure from time to time to reflect changes in our services, legal requirements or best practice in complaints handling. The version published on our website will always be the most current. We encourage customers to review this information before raising a complaint so they understand the process and what to expect.