Epsom Man and Van Formal Complaints Procedure

This complaints procedure explains how customers of Epsom Man and Van can raise a concern about our removal or man and van services, and how we will respond. Our aim is to resolve any issues fairly, transparently and as quickly as possible, while using your feedback to continually improve our services.

Our Commitment to You

Epsom Man and Van is committed to providing a professional, reliable and considerate service for every move, from small man and van jobs through to larger home and office removals. If something goes wrong, we want to know about it so we can put it right and prevent it from happening again. We treat all complaints seriously and handle them with respect, discretion and objectivity.

What Counts as a Complaint

A complaint is any expression of dissatisfaction about our service, whether it relates to booking, communication, punctuality, handling of goods, conduct of staff, fees or any other aspect of your removal. You can complain even if you are not sure whether we are at fault; we will investigate and clarify the situation with you.

How to Raise a Complaint

You may raise a complaint in writing, by phone or in person. We encourage you to contact us as soon as reasonably possible after the issue arises, preferably within 7 days of your move, so that we can investigate while details are still clear and any evidence is easier to collect.

When submitting your complaint, please provide the following information where possible:

Your full name and the address where the removal or man and van service took place.

The date and approximate time of the job.

A clear description of what went wrong and how it has affected you.

Any relevant supporting information, such as inventory lists, photographs, or written notes.

What outcome you are seeking, for example an explanation, apology, corrective action or compensation.

Providing these details helps us review your concern thoroughly and efficiently.

Stage One: Initial Resolution

In the first instance, we encourage you to raise your concern with the member of staff you have been dealing with or the team on duty at the time of your move. Many issues can be resolved quickly and informally through open communication and clarification.

Where possible, we will try to resolve your complaint immediately or within 2 working days. This may involve arranging a follow-up visit, reviewing paperwork, checking schedules or discussing the matter with the crew who carried out your job.

Stage Two: Formal Complaint Review

If your concern cannot be resolved informally or you remain dissatisfied with the initial response, you may request that your complaint is treated as a formal complaint. At this stage, your complaint will be reviewed by a senior member of the Epsom Man and Van team who was not directly involved in the original job where possible.

We will acknowledge receipt of your formal complaint within 5 working days. In this acknowledgement we will confirm that your complaint is being reviewed and may request further information or clarification if needed.

We will then carry out a detailed investigation, which may include:

Reviewing booking details, quotes and any written correspondence.

Checking schedules, logs and inventory records where applicable.

Speaking with the team members involved in the removal or man and van service.

Reviewing any photographs, videos or other supporting evidence you have supplied.

We aim to provide a full written response within 20 working days of acknowledging your formal complaint. If the matter is complex and more time is needed, we will let you know, explain the reasons for the delay and provide an updated timescale.

Our Response and Possible Outcomes

When our investigation is complete, we will provide a clear and reasoned written response. This will explain:

What we have understood from your complaint.

What we have found during our investigation.

Whether we uphold your complaint in full, in part, or do not uphold it.

Any actions we will take to put things right, where appropriate.

Actions may include an explanation, an apology, corrective work, a service gesture or financial settlement in line with our terms and conditions and any applicable insurance or liability limits. We will also describe any changes we intend to make to our processes or staff training as a result of your feedback.

Complaints About Loss or Damage

If your complaint relates to loss of or damage to items during a removal or man and van job, we may need you to provide photographs, proof of value or repair estimates to support your claim. Our ability to provide compensation will be guided by the terms of your contract with us, any additional cover you have arranged, and any relevant insurance policies or legal limitations.

We recommend that you report any visible damage as soon as possible after the move is completed and keep any damaged items and packaging until our investigation is finished.

Learning From Complaints

Epsom Man and Van values complaints as an important source of feedback. We record and monitor complaints to identify recurring themes, potential training needs, or areas where our removal and man and van services can be improved. This process helps us maintain and enhance the quality and reliability of our work for customers across our service area.

Confidentiality and Data Protection

All complaints are handled in confidence and only shared with those who need to know in order to investigate and resolve them. Any personal information you provide will be processed and stored in line with our data protection obligations and used solely for managing your complaint and improving our services.

Review of This Procedure

We review this complaints procedure periodically to ensure it remains clear, fair and effective for customers using our removal and man and van services. We may update it to reflect changes in our operations, legal requirements or industry best practice.

If you have any questions about how to make a complaint or how it will be handled, please contact us and we will be happy to explain this procedure in more detail.