Complaints Procedure

Complaints Procedure for Man With a Van Borough

Man With a Van Borough is committed to providing a reliable and professional removal service. We take all concerns and complaints seriously and use them to improve our services. This Complaints Procedure explains how you can raise a complaint, how we will handle it, and the steps you can expect from us throughout the process.

Purpose of this Complaints Procedure

The purpose of this procedure is to provide a clear and fair process for resolving complaints about our man and van and removal services. It covers issues such as collection and delivery, handling of belongings, punctuality, conduct of staff, quality of service, and billing or administration errors.

This procedure applies to all domestic and commercial customers who have used our services, including single-item moves, house moves, flat moves, and small office relocations.

What Counts as a Complaint

A complaint is any expression of dissatisfaction about our services that requires a response. Examples of complaints may include:

Items being damaged or missing after a move; delays or missed time slots without reasonable explanation; discourteous behaviour or unprofessional conduct from members of our team; concerns about how your booking, quote, or payment was handled; disagreement with charges or additional fees applied to your removal service.

We encourage you to raise any concerns as soon as possible so we can investigate while details are still clear and evidence can be gathered.

How to Make a Complaint

You can make a complaint in writing. Please ensure you include the following information so we can investigate your complaint effectively:

Your full name; the date of your move or booking; the collection and delivery addresses; a clear description of what went wrong; any relevant reference numbers or job details; details of any loss, damage, or additional costs; what outcome or resolution you are seeking if you have a preference.

If possible, include photographs of any damage and copies of any relevant documents, such as quotes, invoices, or removal inventories. The more information you provide, the more efficiently we can respond.

Timescales for Raising a Complaint

We ask that complaints relating to damage, loss, or service issues are raised within a reasonable timeframe from the date of your move or scheduled service. This helps us review vehicle logs, staff schedules, and any related records. Complaints about damage to items should ideally be raised as soon as the issue is noticed.

How We Will Handle Your Complaint

We aim to make the process transparent and straightforward.

Acknowledgement: Once we receive your complaint in writing, we will review it and acknowledge receipt. At this stage, we may ask you for further details or clarification if anything is unclear.

Investigation: We will then investigate your concerns. This may involve speaking with the staff involved in your removal, reviewing booking details and job sheets, examining any photographs or evidence you have provided, and checking our vehicle and route records where relevant.

Outcome: After the investigation, we will provide you with a written response explaining our findings. Where an issue is upheld, we will outline any proposed remedies, which could include an apology, a gesture of goodwill, practical steps to resolve the issue, or guidance on any insurance or claims options that may apply.

Response Times

We aim to respond substantively to complaints as promptly as possible. The time required may depend on the complexity of the matter, the availability of staff and records, and whether we need to inspect items or locations. If we anticipate that our investigation will take longer than usual, we will aim to keep you updated on the progress and expected timescale.

Escalating Your Complaint

If you are not satisfied with the outcome or feel that your complaint has not been handled fairly, you may request that your complaint be reviewed at a higher level within our company. In your escalation request, please explain why you are dissatisfied with the initial response and provide any further evidence or information you feel is relevant.

Following this review, we will provide you with a final response, setting out our position in relation to your complaint and any further steps that we are able to take.

Claims for Loss or Damage

In situations where you believe your belongings have been damaged or lost during a move, it is important to notify us as soon as possible. You should provide a description of the item, details of the damage or loss, and any supporting photographs. We may also ask you to provide proof of purchase or value for certain items.

Our ability to provide compensation or other remedies will depend on the circumstances of the move, the information provided at the time of booking, any limitations described in our terms and conditions, and any insurance arrangements related to your removal service.

Fair Treatment and Confidentiality

All complaints are handled in a professional and respectful manner. We aim to treat all customers fairly and without prejudice, regardless of the nature of the complaint. Information you provide as part of the complaints process will be treated as confidential and used only for the purpose of investigating and resolving your concerns, subject to any legal obligations we must meet.

Using Complaints to Improve Our Service

We view feedback and complaints as an important way to improve our man and van and removal services. Where necessary, we may use the outcome of a complaint to review our procedures, staff training, scheduling, packing and loading practices, or customer communication. Our goal is to reduce the likelihood of similar issues arising in the future and to provide a reliable and trustworthy service for all customers.

Summary

Our complaints procedure is designed to be clear, accessible, and fair. By following the steps above, you can help us understand your concerns and give us the opportunity to put things right where we can. We appreciate you taking the time to share your experience, and we are committed to handling every complaint with care and attention.