Ealing Man and Van Complaints Procedure

This Complaints Procedure explains how Ealing Man and Van handles concerns and complaints about our removal and man and van services. We aim to resolve problems quickly, fairly, and transparently so that our customers feel confident in choosing us for their move.

Our commitment to you

Ealing Man and Van is committed to providing a professional and reliable removals service. If something goes wrong, we want to know about it so we can put matters right and improve our standards. We treat all complaints seriously, whether they relate to bookings, collection, loading, transport, delivery, conduct of staff, or charges.

We will always aim to:

Listen carefully to what went wrong and what you would like us to do to resolve it.

Acknowledge your complaint promptly and clearly.

Investigate the matter in a balanced and objective way.

Respond within reasonable timescales and keep you informed of progress.

Provide a clear explanation of the outcome and any steps we will take.

What is a complaint

A complaint is any expression of dissatisfaction about our services where a response is expected. This can include issues such as delays, missed or changed collection or delivery times, damage to goods or property, staff behaviour, charges that you believe are incorrect, or miscommunication about your move.

You do not have to use specific language for your concern to be treated as a complaint. If you tell us you are unhappy with our removal service and would like us to look into it, we will record and manage it under this procedure.

How to raise a complaint

You can make a complaint in writing or by speaking directly with a member of our team. We recommend providing your complaint in writing wherever possible, as this helps ensure we understand the details clearly and can keep a clear record of what has been said.

When submitting a complaint, please include:

Your full name.

The date of your move or booking.

The collection and delivery addresses for the removal service.

A clear description of what went wrong.

Any relevant reference numbers or booking details.

What outcome you are seeking, such as an explanation, apology, corrective action, or review of charges.

We encourage you to raise complaints as soon as possible after the issue occurs. Prompt notification helps us gather accurate information while details are still recent for everyone involved.

Stage one: Frontline resolution

Most concerns can be resolved quickly by the team who arranged or carried out your move. In the first instance, we will:

Listen to your concerns and clarify any details.

Review the booking information, notes, and any relevant records.

Discuss the issue with the staff members involved where appropriate.

Try to offer a practical and fair solution without unnecessary delay.

We aim to provide an initial response as soon as reasonably possible. If the matter can be resolved at this stage, we will confirm the agreed outcome with you, which may include an apology, explanation, corrective action, or other remedy where appropriate.

Stage two: Formal investigation

If your complaint cannot be resolved informally, or you are not satisfied with the initial response, you may ask for a formal investigation under this procedure. At this stage, the complaint will be reviewed by a more senior member of staff who was not directly involved in the original issue wherever possible.

During a formal investigation we may:

Review all relevant records, including booking details, job sheets, and any correspondence.

Obtain statements from staff involved in the move.

Ask you for any additional information or evidence that may help clarify the situation.

Assess whether our terms and conditions and service standards were followed.

We will aim to provide a written response within a reasonable timescale. If the investigation is likely to take longer, we will let you know and explain the reasons for any delay.

Our response to your complaint

Once our investigation is complete, we will provide a clear response setting out:

What we understand your complaint to be about.

The steps we took to investigate the matter.

Our findings and whether your complaint has been upheld in full, in part, or not upheld.

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

Any changes or improvements we will make to our removal services or processes as a result.

If compensation or a financial adjustment is considered, this will be assessed in line with our terms and conditions and any applicable limits of liability relating to removal work, transit, and storage.

Escalation and further review

If you remain dissatisfied after receiving our formal response, you may request a further review. In doing so, please explain clearly which parts of our response you disagree with and why. We will consider whether there is any new information or whether any part of the complaint has not been addressed fully.

Where appropriate, a more senior manager may review the handling of the complaint and the outcome reached to ensure it was fair and reasonable based on the evidence available.

Time limits for complaints

We ask that any complaint regarding our removal or man and van services is raised within a reasonable period, and in any case no later than 12 months from the date of the service or from when you first became aware of the issue. Complaints raised after this period may be more difficult to investigate thoroughly, although we will always consider the circumstances of any late complaint.

Recording and learning from complaints

All complaints are recorded so that we can monitor performance, identify recurring issues and trends, and improve the way we deliver our removal services. We review complaints periodically to:

Identify areas where additional staff training may be required.

Improve our booking processes and communication.

Enhance how we plan moves and allocate resources.

Strengthen procedures for handling property and goods in transit.

By learning from complaints, we aim to reduce the likelihood of similar issues occurring in the future and continually improve the overall service provided by Ealing Man and Van.

Respect and fair treatment

We expect all complaints to be made in a respectful manner. In return, we will treat you courteously and professionally at all times. We will not tolerate abusive, threatening, or discriminatory behaviour towards any member of our team, and we reserve the right to limit communication in such circumstances while still addressing legitimate issues raised.

Updates to this procedure

Ealing Man and Van may review and update this Complaints Procedure from time to time to reflect changes in our operations, legal requirements, or industry standards for removal services. The version in force at the time you make your complaint will apply to the handling of that complaint.



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The reason why we’ve been so successful over the years and have continued to flourish in this highly competitive industry is because we know what our customers want from a removal company. The removal industry is saturated but we continue to draw in customers because we have consistently provided our customers with a first class, hassle free and affordable Ealing man and van service. So if you are thinking of hiring our team, give us a call. Every one of our services will provide you with fantastic value for money, so let us take the stress out of your removal experience.

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Contact us

Company name: Ealing Man and Van Ltd.
Opening Hours:
Monday to Sunday, 07:00-00:00

Street address: 8 Ritz Parade
Postal code: W5 3RA
City: London
Country: United Kingdom

Latitude: 51.5292200 Longitude: -0.2908460
E-mail:
[email protected]

Web:
Description: Our professional man and van company in Ealing, W5 is only too pleased to help people move fast and hassle-free. Just give us a ring next time you move!
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