Complaints Procedure

Ruislip Man and Van Complaints Procedure

Ruislip Man and Van is committed to providing a reliable, professional and courteous removals and man and van service. We recognise that, on occasion, things may not go as planned. When this happens, we want to know about it and put things right as quickly as possible. This complaints procedure explains how to raise a concern, how we will handle your complaint, and what you can expect from us at each stage.

Our Approach to Complaints

We treat every complaint seriously and view feedback as an opportunity to improve our moving and transport services. Our aims are to resolve issues promptly, to be fair and transparent in our investigations, and to keep you informed throughout the process. We will always handle your personal information confidentially and in line with our data protection obligations.

What Counts as a Complaint

A complaint is any expression of dissatisfaction about any aspect of our removal or man and van services, whether it relates to bookings, communication, punctuality, handling of belongings, conduct of staff, charges, or after-service support. You do not have to use specific wording for it to be treated as a complaint; if you tell us you are unhappy and want us to respond, it will be managed under this procedure.

Raising a Complaint Informally

Many concerns can be resolved quickly and informally. If you are unhappy during a move or shortly afterwards, please raise the issue with the team leader or the office contact you usually deal with. We will do our best to resolve the matter immediately, for example by clarifying arrangements, adjusting how the work is carried out, or correcting an obvious error on a quotation or invoice.

If your concern cannot be resolved informally, or you remain dissatisfied with the outcome, you can make a formal complaint using the process set out below.

How to Make a Formal Complaint

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

• Your full name and contact details
• The date of your move or service and any booking reference you have
• A clear description of what went wrong and when it happened
• Details of any staff you dealt with, if known
• Any evidence you can provide, such as photographs, inventory notes, or written communication
• What outcome you are seeking, for example an explanation, apology, correction of work, or review of charges

You can submit your complaint in writing or verbally. Written complaints help reduce misunderstandings and allow us to keep an accurate record, so we may ask you to confirm a verbal complaint in writing if possible.

Acknowledgement and Timeframes

Once we receive your formal complaint, we will:

• Acknowledge receipt as soon as reasonably practical
• Provide you with a reference for your complaint
• Confirm who will be handling the investigation

We aim to provide a full written response within 14 days of acknowledging your complaint. If the issue is complex or requires additional information, we may need more time. In that case, we will explain the reason for the delay and give you an updated timescale for our response.

How We Investigate Your Complaint

We investigate complaints impartially and with an open mind. Depending on the nature of your concern, our investigation may include:

• Reviewing your booking details, quotes and invoices
• Examining job sheets, inventory lists and delivery notes
• Speaking with the staff members involved in your removal or transport
• Reviewing any photographs, messages or other evidence provided by you
• Inspecting any alleged damage where practical and appropriate

We will compare what happened with our standard procedures for packing, loading, transport, unloading and storage, and consider whether our service met those standards.

Our Response and Possible Outcomes

When the investigation is complete, we will write to you with our findings. Our response will include:

• A summary of your complaint and the issues you raised
• The steps we took to investigate
• Our decision on whether your complaint is upheld in full, in part, or not upheld
• Any actions we propose to take to resolve the matter
• Information on how to escalate your complaint if you remain dissatisfied

Depending on the circumstances, our proposed resolution may include an explanation, an apology, practical steps to correct a problem, a review of how future work is carried out, or, where appropriate, a financial adjustment in line with our terms and conditions.

Escalation of Your Complaint

If you are not satisfied with our initial response, you may ask for your complaint to be reviewed. When you request an escalation, please explain which parts of our decision you disagree with and why, and provide any additional information you feel is relevant.

A more senior member of our team will then carry out a review. This may include re-examining the evidence, seeking further clarification from those involved, or obtaining additional information from you. Following this review, we will send you a final response setting out the outcome and our reasons.

Complaints Involving Loss or Damage

Where your complaint relates to alleged loss or damage to your belongings during a removal or transport service, we may ask for further supporting information, such as photographs, replacement estimates, or proof of value. All such complaints will be handled in line with our service terms, conditions and any applicable insurance arrangements.

We encourage you to check items promptly on delivery and notify us of any concerns as soon as possible, so that we can investigate while events are still fresh and any evidence is more easily available.

Unreasonable or Persistent Complaints

We are committed to treating all customers fairly and respectfully and expect the same in return. While we will always seek to help, we may restrict communication channels if behaviour becomes abusive, threatening or unreasonably persistent. Any such decision will be taken carefully and only after other options have been considered.

Continuous Improvement

We regularly review complaints received to identify patterns, recurring issues and opportunities to improve our services. This may lead to updates in staff training, refinements to our booking and communication processes, or revisions to how we plan and carry out moves. By sharing your concerns with us, you help us provide a better and more reliable man and van and removal service for all customers.

If you have any questions about this complaints procedure or how it applies to your specific situation, please contact us and we will be happy to explain it in more detail.