Romford Man and Van Complaints Procedure

Romford Man and Van is committed to providing a reliable, professional and friendly removal service. However, we recognise that sometimes things may not go to plan. This complaints procedure explains how you can raise a concern, how we will respond, and what you can expect from us at every stage.

1. Purpose of this complaints procedure

The purpose of this procedure is to give customers a clear and fair process for raising complaints about our man and van or removal services. It sets out how we receive, record, investigate and resolve complaints and how we use feedback to improve our services across our operating areas.

2. What is a complaint

A complaint is any expression of dissatisfaction about our services, staff, communication or the way we have handled a previous enquiry. This can include issues such as:

Delays or missed appointments
Damage to property or belongings
Concerns about conduct or attitude of staff
Disagreement about charges or quotations
Poor communication before, during or after a move
Any other situation where you feel our service has fallen below your reasonable expectations

3. Who can make a complaint

Any customer who has used, or attempted to use, Romford Man and Van services may make a complaint. Complaints can also be made by someone acting with the customer’s consent, for example a family member or representative, as long as they provide enough information for us to identify the job and verify the details.

4. How to make a complaint

To help us investigate your complaint thoroughly and efficiently, please provide the following information when you contact us:

Your full name
Job reference or booking date and collection address
Details of the service you booked, for example house move, office move, single item or multi-drop
A clear description of what went wrong and when it happened
Any relevant evidence, such as photos of damage or copies of written communication
What outcome or resolution you are seeking, if you have a preference

You can raise a complaint in writing or by speaking with a member of our team. Written complaints are preferred for clarity and to ensure we have an accurate record of your concerns, especially for matters involving alleged damage, loss or disputed charges.

5. Time limits for submitting a complaint

We ask that complaints are raised as soon as possible and within a reasonable timeframe so that we can investigate effectively. For complaints relating to damage or loss of items, we strongly recommend that you notify us within 48 hours of the service being carried out. For other complaints, please contact us within 14 days of the date of the service or the date when you first became aware of the issue.

6. How we will handle your complaint

Once we receive your complaint, we will follow the steps below:

1. Acknowledgement: We will acknowledge receipt of your complaint and confirm that we are looking into the matter. Where possible, we will provide the name or role of the person handling your case.
2. Initial review: We will review the details you have provided, check our records, and, where relevant, speak to any members of staff involved and assess any photographs or supporting documents.
3. Investigation: For more complex or serious issues, we may carry out a more detailed investigation. This may include verifying timelines, reviewing job sheets, and considering whether our usual procedures were followed correctly.
4. Response: Once we have completed our review, we will send you a written response setting out our findings, any action we propose to take and the reasons for our decision.

7. Timeframes for responses

We aim to resolve complaints as quickly as possible. In most cases, we will provide a full response within 10 working days from the date we receive your complaint. If we need more time, for example because the issue is complex or further information is required, we will let you know and provide an estimated timescale for our final response.

8. Possible outcomes and remedies

Depending on the nature of your complaint and our findings, possible outcomes may include:

An explanation or clarification of what happened
An apology where our service has fallen short
Corrective action, such as updating records, improving communication or retraining staff
A review of our internal processes to reduce the chance of similar issues reoccurring
Where appropriate and at our discretion, a goodwill gesture or contribution towards reasonable costs

Any remedy or offer we make will be based on the evidence available and the terms and conditions under which your removal or man and van service was provided.

9. Escalating your complaint

If you are not satisfied with our initial response, you may ask for your complaint to be reviewed again. When escalating, please explain why you are unhappy with the outcome and include any additional information that you feel has not been considered.

We will carry out a further review, which may involve a different member of the management team, and we will provide a final written decision. This final response will explain our position in detail and outline any further steps we are prepared to take.

10. Our commitment to fairness and improvement

Romford Man and Van aims to treat all complaints fairly, consistently and with respect. We will not treat you differently or disadvantage you for raising a concern. Your feedback is valuable and helps us to improve our removal services, from local single-item moves to full house and office relocations.

We regularly review complaints data to identify patterns and areas where our processes, communication or staff training can be strengthened. By following this complaints procedure, we aim to resolve issues promptly and maintain the confidence of customers who trust us with their moves.

11. Confidentiality and data protection

All complaints are handled in line with our obligations under data protection legislation. Information relating to your complaint will be kept secure and will only be shared with those who need it in order to investigate and resolve the issue. We retain records of complaints for an appropriate period so that we can monitor performance and improve our services.

12. Review of this complaints procedure

This complaints procedure is reviewed periodically to ensure it remains clear, effective and appropriate for the range of man and van and removal services we provide. We may update it from time to time to reflect changes in our operations, customer feedback or legal requirements.

If you have any questions about this complaints procedure or require assistance in making a complaint, please contact our team and we will be happy to help.