Uxbridge Man and Van Complaints Procedure

Uxbridge Man and Van aims to provide a reliable, professional removal and man and van service for all customers. We recognise that, on occasion, you may feel that our service has not met your expectations. This Complaints Procedure explains how you can tell us about any concerns, how we will handle your complaint, and what you can expect from us at each stage.

Our Commitment to You

We are committed to handling all complaints fairly, consistently and promptly. We use the information from complaints to improve our removal services, staff training and customer communication. You will not be treated unfairly or disadvantaged for raising a complaint in good faith.

What Counts as a Complaint

A complaint is any expression of dissatisfaction about our services, staff, vehicles, or the way we have handled your booking or belongings. This can include, for example:

Delays in collection or delivery of your items.

Concerns about the conduct or attitude of our team members.

Damage or loss of items during loading, transportation or unloading.

Disputes about quoted prices, final charges or additional fees.

Any other aspect of our removal or man and van service that you believe has fallen below a reasonable standard.

How to Make a Complaint

You can make a complaint in writing or by speaking to us. We encourage you to raise any issue as soon as possible so that we can investigate while details are still clear.

When making a complaint, please provide the following information where possible:

Your full name and the address for the move.

The date of your move or the date of the incident you are complaining about.

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

Names or descriptions of any staff involved, if known.

Any supporting information you have, such as booking references, photographs of damage or written communications.

If you are reporting damage or loss of items, please describe the items, their approximate value, and when and where you noticed the problem.

Speaking to Us Informally

In many cases, issues can be resolved quickly and informally by speaking to us shortly after the problem arises. If you contact us on or soon after the move date, we will try to resolve matters there and then by clarifying what has happened, correcting any misunderstanding or, where appropriate, putting things right immediately.

If you are not satisfied with the outcome of this informal discussion, or if you prefer not to speak informally, you can submit a formal complaint as described below.

Submitting a Formal Complaint

If your concern cannot be resolved informally, or if the matter is more serious, you can make a formal complaint in writing. When we receive your complaint, we will:

Acknowledge that we have received it.

Record the details in our complaints log.

Assign a member of our management team to review and investigate your case.

Please ensure your written complaint includes all relevant information and clearly states that you are making a formal complaint. This helps us to identify and prioritise your case correctly.

How We Investigate Complaints

Once your complaint has been logged, we will carry out a fair and thorough investigation. This may include:

Reviewing your booking details, job sheets and any notes recorded by our team.

Speaking with the staff involved in your move.

Examining photographs, inventory lists or other documentation you provide.

Assessing whether our service met our usual standards and your contract terms.

We may contact you during the investigation if we need further information or clarification. We ask that you respond as promptly as you can so that we can progress your case without unnecessary delay.

Timeframes for Responding

We aim to acknowledge all formal complaints within a reasonable timeframe from receipt. We will then aim to provide a full written response after our investigation is complete.

More complex cases, such as those involving multiple parties or significant damage claims, may take longer to investigate. If this happens, we will keep you updated and let you know when you can expect a further response.

Our Response and Possible Outcomes

When our investigation is complete, we will explain our findings and the reasons for our decision. Where we find that we have made a mistake or fallen short of our service standards, we will seek to put matters right. Depending on the circumstances, this may include one or more of the following:

An explanation and, where appropriate, an apology.

Correcting a mistake in our records or charges.

Offering a practical solution, such as revisiting a property to complete agreed work.

Considering compensation in line with our terms and conditions and any relevant insurance or liability limits.

If we do not uphold your complaint, we will clearly explain why, based on the evidence available.

If You Remain Dissatisfied

If you are not satisfied with our final response, you may request that a senior manager reviews your case. You should explain why you disagree with our decision and provide any further information you believe is relevant.

The senior manager will review the complaint, the investigation and the outcome, and will confirm whether the original decision stands or if any additional steps will be taken. This internal review represents the final stage of our complaints procedure.

Claims for Damage or Loss

If your complaint relates to damage or loss of items during a removal or man and van service, it is important that you notify us as soon as reasonably possible. Certain time limits may apply under our terms and conditions for reporting damage and making claims.

We may require supporting evidence such as photographs, purchase receipts or valuations, and we may ask you to retain damaged items for inspection. Any compensation offered will take into account our contractual liability, insurance cover and any relevant exclusions or limits that were explained before the service took place.

Using Complaints to Improve Our Service

All complaints, whether upheld or not, are reviewed regularly to identify patterns and areas for improvement. This may lead to additional staff training, changes to our procedures, updates to our customer information or adjustments to how we plan and carry out moves. Your feedback plays an important part in helping us maintain and improve the quality of our removal and man and van services.

Policy Review

This Complaints Procedure is reviewed periodically to ensure it remains clear, fair and effective. We may update it from time to time to reflect changes in our services, legal requirements or industry best practice. The version published on our website is the most current and will apply to any complaint raised.