Earls Court Man and Van Complaints Procedure

Earls Court Man and Van is committed to delivering reliable, professional and courteous removal and man and van services. We recognise 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 the standards you can expect from us throughout the process.

Purpose and Scope of this Procedure

This procedure applies to all customers who use our moving, transportation and related services. A complaint is any expression of dissatisfaction about our services, staff, vehicles, communication, billing or the way a previous concern has been handled, where a response or resolution is expected.

We use every complaint as an opportunity to put things right and to improve our services for future customers booking local or longer-distance removals.

How to Make a Complaint

You can make a complaint in writing or by speaking to a member of our team. We encourage you to raise any concern as soon as possible after the issue arises so that details are fresh in everyone’s mind and we can investigate promptly.

When submitting your complaint, please provide the following information so we can deal with it efficiently:

• Your full name and, where relevant, your company name
• The date and approximate time of your move or booking
• Your booking or reference number, if available
• A clear description of what went wrong and when it happened
• The names of any staff involved, if known
• Any evidence that may help us understand the issue, such as photos or an inventory
• How you would like us to resolve the problem, where possible

If you raise a concern verbally, we may ask you to set out the details in writing so we have an accurate record.

Who Handles Your Complaint

Complaints are handled by a senior member of the Earls Court Man and Van team who is not directly involved in the event being complained about, whenever possible. This helps us maintain fairness, objectivity and transparency.

If your complaint concerns the conduct of a specific crew member or member of staff, it may be necessary to speak with them to understand their perspective. This will be done in a professional and impartial manner.

Our Complaints Process and Timescales

We aim to acknowledge all complaints promptly and to resolve them as quickly as reasonably possible. While timescales may vary depending on the complexity of the issue, our typical process is as follows:

1. Acknowledgement
We will normally acknowledge your complaint within five working days of receiving it. In our acknowledgement, we will confirm that we have received your complaint and outline the next steps.

2. Investigation
We will review the details of your complaint, which may include checking booking records, written communications, photographs, route information, loading notes and speaking with the staff involved. We may contact you if we require further information or clarification.

3. Response and Outcome
Once the investigation is complete, we will provide a written response setting out:

• Our understanding of your complaint
• The findings of our investigation
• Any steps we have already taken or will take to put things right
• Any remedy or gesture of goodwill we consider appropriate
• Any learning or service improvements we will implement as a result

We aim to provide a full written response within 28 days of acknowledging your complaint. If we are unable to meet this timescale due to the complexity of the matter, we will let you know and provide an updated timeframe.

Possible Outcomes and Remedies

Where a complaint is upheld, possible outcomes may include one or more of the following, depending on the circumstances:

• A clear explanation or apology
• Corrective action, such as amending records or invoices
• Practical steps to resolve an ongoing issue, such as revisiting a property to collect or deliver items
• A goodwill gesture where we consider it appropriate and fair
• Service improvements, such as staff training, updated procedures or checks

Where a complaint is not upheld, we will explain the reasons for our decision and the evidence we relied upon. In either case, we will treat you with respect and listen carefully to your feedback.

If You Are Not Satisfied with the Outcome

If you are unhappy with our response, you may ask us to review your complaint again. A different senior member of the team will, where possible, carry out this review. You should raise your request for a review within 14 days of receiving our written response and explain why you remain dissatisfied.

Following this review, we will provide a final written response. This will usually conclude our internal complaints process.

Your Responsibilities When Making a Complaint

To help us resolve your complaint effectively, we ask that you:

• Provide accurate, complete and timely information
• Treat our staff with courtesy and respect
• Allow us reasonable time to investigate the issues properly
• Safely retain any relevant items or evidence until the matter is concluded

We will not tolerate abusive, threatening or discriminatory behaviour towards our staff at any stage of the process.

How We Use Complaints to Improve Our Service

We record and monitor all complaints received about our removal and man and van services. This allows us to identify recurring issues, service gaps or training needs. Where appropriate, we will update our procedures, staff guidance or quality checks to reduce the likelihood of similar problems arising in the future.

By sharing your concerns with us, you help us maintain and improve the high standards of care and reliability that customers expect when arranging moves, collections and deliveries.

Confidentiality and Data Protection

All complaints are handled in confidence and information is shared only with those who need it to investigate and resolve the matter. Any personal data you provide will be processed in line with applicable data protection requirements and retained only for as long as necessary to manage your complaint and to meet legal or regulatory obligations.

This Complaints Procedure is reviewed regularly to ensure it remains clear, fair and effective for customers using Earls Court Man and Van.