Complaints Procedure
Acton Man and Van Complaints Procedure
Acton Man and Van is committed to providing a reliable and professional removals and man and van service. We recognise that, on occasion, things may not go as planned. This Complaints Procedure explains how you can raise a concern, how we will respond, and the standards you can expect from us throughout the process.
Purpose of This Complaints Procedure
The purpose of this procedure is to give customers a clear and fair route to express dissatisfaction with any part of our service, including bookings, moves, packing, handling of goods, timings, or conduct of staff. We use all complaints as an opportunity to review and improve our services and working practices.
What We Class as a Complaint
A complaint is any expression of dissatisfaction about our removals or man and van services where a response is expected. This can include, but is not limited to:
Concerns about the standard of moving or packing work carried out. Issues relating to punctuality or missed appointments. Problems with communication before, during, or after a job. Concerns about the attitude or behaviour of staff or subcontractors. Disputes regarding charges, invoices, or quoted prices. Damage to property or belongings allegedly caused during a move.
If you are unsure whether your issue counts as a complaint, you are encouraged to raise it with us so that we can advise you and, if appropriate, treat it under this procedure.
How to Raise a Complaint
You can raise a complaint using any reasonable method of communication. Please provide as much detail as possible to allow us to investigate thoroughly. When making a complaint, please include:
Your full name and, where relevant, the name on the booking. The date of your move or the date of the incident. A clear description of what went wrong and when it happened. Any relevant addresses connected with the move. Details of any immediate steps already taken or discussed with members of our team. Any supporting information you wish to share, such as photographs of damage or copies of documents.
We encourage customers to raise issues as soon as possible after the event so that details are fresh and evidence is easier to obtain.
Time Limits for Raising a Complaint
To help us investigate effectively, complaints should usually be raised within a reasonable period. Where a complaint relates to alleged damage or loss of items during a move, you should notify us as soon as you become aware of the issue. While we will always try to be flexible, raising concerns promptly improves the chances of a fair and accurate outcome.
Our Complaints Handling Stages
We aim to resolve complaints in a structured and transparent way. Our procedure has three main stages.
Stage 1: Initial Response
Once we receive your complaint, we will acknowledge it. In this initial response, we will confirm that we have received your concerns and, where possible, outline the next steps. We may request further information if anything is unclear or if more detail is needed to carry out a fair investigation.
Stage 2: Investigation
An appropriate member of our team will investigate your complaint. This may involve:
Reviewing your booking details and service notes. Speaking with the staff or subcontractors involved. Reviewing any photographs, documents, or other evidence. Considering our internal policies, terms and conditions, and industry standards.
We aim to complete investigations within a reasonable time frame, reflecting the complexity and nature of the issue. If we anticipate a delay, we will explain why and let you know when you can expect a further update.
Stage 3: Outcome and Resolution
After the investigation, we will provide you with a clear written outcome. This will usually include:
A summary of the complaint and our understanding of the issue. The findings of our investigation. Any actions we propose to take.
Where we uphold a complaint, possible resolutions may include an apology, practical steps to put things right where possible, or other remedies that we consider fair and proportionate in the circumstances. Where a complaint is not upheld, we will explain the reasons for our decision with reference to the information and evidence available.
Your Responsibilities During the Process
We ask that all customers engaging with this Complaints Procedure do so respectfully and in good faith. To help us reach a fair outcome, please:
Provide accurate and complete information. Respond to reasonable requests for clarification or evidence. Allow us sufficient time to investigate properly. Refrain from offensive, abusive, or threatening language.
If we are unable to progress a complaint because key information is not provided, we will inform you of this and explain what is required to move forward.
Confidentiality and Data Protection
All complaints are handled in line with our data protection obligations. Information you share with us in connection with a complaint will be used solely for managing and resolving that complaint, improving our services, and meeting our legal responsibilities. We will only share information internally on a need-to-know basis and will retain complaint records for an appropriate period to evidence our handling and support service improvements.
Using Complaints to Improve Our Service
Feedback from customers, including complaints, is an important part of how Acton Man and Van maintains and improves the quality of its removals and man and van services. We regularly review complaint outcomes and trends to identify training needs, develop better procedures, and improve communication with customers at every stage of the moving process.
Policy Review
This Complaints Procedure is reviewed periodically to ensure it remains clear, effective, and appropriate for the services we provide. Any updates will apply to future complaints and, where reasonable, to ongoing matters that have not yet been resolved.
If you have any questions about this Complaints Procedure or how it applies to your situation, you may contact us to request further clarification before or after submitting a formal complaint.
