Complaints Procedure

Man with Van Elephant and Castle Complaints Procedure

This complaints procedure explains how customers of Man with Van Elephant and Castle can raise concerns about our removal and man with a van services, and how we will handle and resolve those concerns. We aim to provide a professional and reliable service for home moves, office moves and transport jobs across our operating area. When something goes wrong, we want to know so we can put it right and improve for the future.

Our Commitment to You

We are committed to dealing with all complaints fairly, consistently and promptly. Every complaint is taken seriously, whether it relates to punctuality, customer service, handling of belongings, charges, or any other aspect of your experience with Man with Van Elephant and Castle.

We will always aim to:

Listen carefully to what you tell us, treat you with respect and courtesy, investigate what has happened, explain our findings clearly, and, where appropriate, offer a practical and fair resolution.

What Counts as a Complaint

A complaint is any expression of dissatisfaction about our services, whether justified or not. You can complain about any part of the service we provide, including but not limited to booking and communication, arrival times and schedule, conduct of drivers or porters, loading and unloading of items, handling of fragile or high value goods, damage or loss of belongings, fees and charges, and after-service support.

If you are unsure whether your concern counts as a complaint, raise it with us and we will treat it appropriately.

How to Make a Complaint

You can make a complaint in writing using the contact details shown on our website or booking documents. We encourage written complaints so that the details are clear and can be properly recorded and investigated.

When you contact us, please provide:

Your full name, your job reference or booking details, the date and approximate time of the service, a clear description of what went wrong, details of any damage or loss, including photographs if available, and how you would like us to resolve the matter.

Providing as much information as possible at the start helps us investigate more quickly and effectively.

Time Limits for Complaints

To help us investigate fairly, we ask that you raise any complaint as soon as reasonably possible after the issue occurs. Where your complaint involves damage or loss to items moved by Man with Van Elephant and Castle, you should notify us as soon as you become aware of the problem. Delays in reporting may affect our ability to confirm what happened and to offer a suitable remedy.

How We Will Handle Your Complaint

We follow a clear process to ensure your complaint is handled consistently.

First, we acknowledge receipt of your complaint. We will confirm that we have received your complaint and, where possible, give you an estimated timescale for our investigation and response.

Next, we review the details. We will review your description of events, any photographs or evidence you provide, and any notes, job sheets or records held by Man with Van Elephant and Castle.

We may contact you if we need more details, for example to clarify times, locations, specific items, or anything else that helps us understand your concern.

We will then investigate the matter. This may include speaking to the driver or team members involved, reviewing route information and timings, checking vehicle loading notes, and comparing your account with our internal records.

Once our investigation is complete, we will send you a written response explaining our findings, our decision, and any steps we propose to take.

Response Times

We aim to give an initial acknowledgement of your complaint within a reasonable period of receiving it. After that, we will aim to provide a full written response once our investigation is completed.

Where a complaint is complex, or where we need additional information from third parties, it may take longer. In such cases we will keep you updated on progress and explain any delays.

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 we are at fault, corrective action to improve our procedures and prevent similar issues, and where appropriate and in line with our terms and conditions, a financial remedy or contribution towards repair or replacement.

Any offer of compensation will be considered in line with the terms agreed at the time of booking, including any limitations of liability for man with a van and removal services and any optional cover you may have taken out independently.

If You Are Not Satisfied with Our Response

If you are unhappy with our final response, you may reply in writing, explaining why you disagree with our findings or proposed resolution. We will review your comments and check whether any information has been overlooked or misunderstood.

Where appropriate, your complaint may be escalated for a further internal review. Following this, we will confirm our final position in writing.

Using This Procedure

This complaints procedure applies to all customers of Man with Van Elephant and Castle using our man with a van, removals, and related transport services across our service area. It forms part of our wider commitment to delivering a safe, reliable and professional moving experience for households, students, businesses and other customers who rely on us for local and regional transport.

By setting out clearly how to raise concerns and how we will respond, we aim to resolve issues fairly and quickly and to keep improving the quality of our service.