Complaints Procedure

Uxbridge Man and Van Complaints Procedure

Uxbridge Man and Van is committed to providing a professional and reliable removals and man and van service. We recognise that, on occasion, things may go wrong. When this happens, we want to know about it so we can put matters right and improve our service. This Complaints Procedure explains how you can raise a concern, how we will handle your complaint, and what you can expect from us at each stage.

Scope of this Complaints Procedure

This procedure applies to all customers who use our removal and man and van services. It covers concerns about service quality, conduct of staff or contractors, handling of belongings, timing and reliability of collections and deliveries, and the accuracy of information provided before or during your move.

This procedure does not cover matters that are more appropriately handled as insurance claims, such as damage or loss where a separate claims process applies. In those cases, we will clearly explain which route is relevant and support you with the correct process.

Our Complaints Principles

We aim to handle every complaint in a way that is fair, consistent, and timely. Our approach is based on the following principles:

We treat every complaint seriously and with respect.

We try to resolve issues at the earliest possible stage.

We investigate complaints impartially, considering all available information.

We keep you informed about the progress and outcome of your complaint.

We use feedback from complaints to improve our removal services and customer experience.

How to Make a Complaint

If you are unhappy with any aspect of our service, you should tell us as soon as possible so that we can try to resolve the issue promptly. You can make a complaint verbally or in writing. Providing details in writing will help us clearly understand your concerns, but it is not compulsory.

When you contact us with a complaint, please provide the following information where possible:

Your full name and preferred contact details.

The date of your move or booking reference.

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

Names of any staff you dealt with, if known.

Any supporting details that may help us review the matter, such as inventories, photos, or written confirmations.

What outcome or resolution you would consider fair.

Stage One: Informal Resolution

In many cases, issues can be resolved quickly by speaking directly with the member of staff you have been dealing with, or with our office team. We encourage you to raise your concern at this stage if you feel comfortable doing so.

We will listen to your concerns, ask any necessary questions, and try to reach an agreement or solution that addresses the problem. Where the issue is straightforward, we will aim to resolve it within two working days. If we need a little more time, we will let you know when you can expect a further response.

Stage Two: Formal Complaint

If you are not satisfied with the outcome of the informal stage, or if the issue is serious, you can ask for your concern to be treated as a formal complaint. You should set out your complaint clearly, providing as much detail as possible, and explain why you are not satisfied with any earlier response.

Once we receive your formal complaint, we will:

Acknowledge receipt and confirm that your complaint is being investigated.

Assign your complaint to a manager or senior team member who was not directly involved in the original issue, where possible.

Review any relevant records, schedules, inventories, and communications relating to your move.

Contact you if we need further information or clarification.

We aim to provide a full written response within ten working days. If we are unable to meet this timescale because the matter is complex or requires additional investigation, we will keep you updated and provide an estimated timeframe.

Our Response and Possible Outcomes

After we have completed our investigation, we will explain:

What we have found during our review of your complaint.

Whether your complaint is upheld in full, in part, or not upheld.

Any steps we have already taken or will take to put things right.

Any changes we plan to make to our practices or processes as a result of your feedback.

Where an error has occurred on our part, we will consider appropriate remedies, which may include apologies, corrective actions, service adjustments, or financial remedies in line with our terms and conditions and any applicable insurance arrangements.

Escalation of Your Complaint

If you remain dissatisfied after receiving our formal response, you may request a further review. In this case, your complaint will be considered by a director or senior representative of Uxbridge Man and Van, where available.

The senior reviewer will consider the handling of your complaint to date, the evidence collected, and any further information you wish to provide. They will decide whether the original decision should be confirmed, varied, or overturned, and will provide you with a final response wherever possible.

Time Limits for Making a Complaint

We ask that complaints about our removal and man and van services are raised as soon as possible and normally within 28 days of the date of your move or the incident giving rise to the complaint. This helps ensure that information is still available and that we can investigate fully. We may decline to consider complaints raised after this period if it is no longer possible to carry out a fair and meaningful review, but we will consider any exceptional circumstances you explain to us.

Data Protection and Confidentiality

All complaints are handled in line with our obligations regarding data protection and confidentiality. Information you provide during the complaints process will be used only for the purpose of investigating and resolving your complaint, improving our services, and meeting any legal or regulatory requirements. We will share the details of your complaint only with those who need to know in order to manage and resolve the matter.

Continuous Improvement

We value all feedback, including complaints, as an important part of improving our removal and man and van services. We review complaint outcomes regularly to identify recurring issues, training needs, and opportunities to improve our processes, communication, and customer care. By following this Complaints Procedure, our aim is not only to resolve individual concerns but also to strengthen the overall quality and reliability of our service for future customers.