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. When this happens, we want to know about it so we can put things right and improve our service. This Complaints Procedure explains how you can raise a concern, what we will do, and the timescales you can expect.

Our commitment to resolving complaints

We take all complaints seriously. We aim to resolve issues fairly, promptly and in a way that is transparent to you. Our objectives are to listen, understand your experience, and provide a clear response or solution wherever possible.

We will handle every complaint with courtesy and respect. Raising a complaint will not affect any ongoing or future removals work you book with us, and we will continue to treat you fairly at all times.

What counts as a complaint

A complaint is any expression of dissatisfaction about our removals, man and van services, customer service, communication, conduct of our team, or any aspect of how your move was planned or carried out.

Examples of issues you may wish to complain about include:

Delays in collection or delivery of your items.

Concerns about how your possessions were handled, packed or transported.

Damage or loss of items during a move.

Behaviour or attitude of our staff or drivers.

Incorrect or unclear information about our charges or terms.

Poor communication before, during or after your move.

This list is not exhaustive. If you are unhappy with any aspect of our service, you are entitled to complain.

How to make a complaint

You can raise a complaint in writing or verbally. For clarity and accuracy, we encourage you to set out your concerns in writing, including as much detail as possible about your move and the issue you experienced.

When you submit your complaint, please include:

Your full name and contact details.

The date of your move or booking reference, if available.

A clear description of what went wrong and when it happened.

Details of any conversations you have already had with our team.

Any evidence that may help us investigate, such as photos of damage or copies of correspondence.

Stating what outcome you are seeking can also help us understand how best to resolve your concerns.

Stages of our complaints process

1. Initial acknowledgement

Once we receive your complaint, we will acknowledge it as soon as reasonably possible. We will confirm that we have your complaint, note the key issues you have raised, and explain the next steps in the process.

2. Investigation

Your complaint will be passed to an appropriate member of our team for investigation. This may involve:

Reviewing your booking details, inventory and any relevant paperwork.

Speaking with the driver, porters or coordinators involved in your move.

Reviewing photographs, job notes, or any tracking information where applicable.

Assessing any evidence you provide, such as images of alleged damage.

We aim to complete this investigation promptly and fairly, taking into account all sides of the situation.

3. Response and proposed resolution

Once the investigation is complete, we will send you a formal response. This will explain:

Our understanding of your complaint.

The findings of our investigation.

Any steps we have already taken or propose to take.

Any remedy or offer we are able to provide, where appropriate.

If we require further information from you to reach a conclusion, we will clearly set out what we need and why.

Timeframes

We aim to acknowledge your complaint promptly and to provide a full response within a reasonable period. The time taken may vary depending on the complexity of the issue, the need to gather evidence, and the availability of staff involved in your move.

If we are unable to provide a full response within our usual timescale, we will keep you informed of our progress and let you know when you can expect a final reply.

If you are not satisfied with our response

If you feel that your complaint has not been addressed properly, you can ask for your case to be reviewed. When requesting a review, please explain why you are dissatisfied with our response and what outcome you are seeking. We will then reconsider your complaint, which may involve an additional review of the evidence or discussion with different members of our team.

After the review, we will confirm our final position in writing. At this point, we will explain the reasons for our decision and whether any further action will be taken by us.

Claims for loss or damage

If your complaint relates to loss of or damage to your belongings, please notify us as soon as possible after the move. Timely notification helps us investigate effectively and may be required under our terms and any applicable insurance arrangements.

We may ask you to provide supporting evidence, such as:

Photographs of the damage.

Proof of purchase or approximate value of items, where relevant.

Details of how the damage was discovered.

Any offers or settlements relating to loss or damage will be made in line with our terms and any limits set out in your contract for removals or man and van services.

Using your feedback to improve

We use complaints and feedback as an opportunity to review and improve our services. This may include additional staff training, changes to procedures, or updates to our booking and communication processes so that we can provide a smoother, more reliable moving experience.

Confidentiality and data protection

All complaints will be handled in line with our privacy practices. Information you provide in the course of a complaint will only be shared with those who need it to resolve the matter or to improve our service. We will keep records of complaints and our responses for reference and to help us identify patterns or areas for improvement.

Contacting us about a complaint

If you wish to raise a concern or make a complaint about any aspect of our removals or man and van services, please contact us using the details provided on our website or in your booking confirmation. We encourage you to contact us as soon as possible so that we can work with you to address the issue.

Acton Man and Van values every customer and every move. By following this Complaints Procedure, we aim to ensure that your concerns are heard, investigated and, wherever possible, resolved to your satisfaction.