Complaints Procedure

Complaints Procedure for Man with Van West Heath

Man with Van West Heath aims to provide a reliable and professional removal service for every customer. We recognise that on occasion things may not go as planned. This Complaints Procedure explains how you can raise a concern, how we will respond, and what 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 customers who wish to complain about any aspect of our man and van or removal services. It is designed to:

Ensure that complaints are taken seriously and handled promptly.
Allow us to investigate concerns thoroughly and impartially.
Provide a structured approach to resolving issues and, where appropriate, putting things right.
Help us learn from feedback and improve our services.

What This Procedure Covers

This procedure applies to complaints related to our removal and man with a van services, including but not limited to:

Service quality, conduct, or professionalism of staff.
Collection, transport, or delivery of items as part of a move.
Timekeeping, scheduling, or communication about your booking.
Fees and charges where you believe you have been incorrectly charged.
Care taken with your belongings during loading, transit, or unloading.

This procedure does not cover general queries, booking changes, or requests for quotes, which should be raised through our usual customer contact channels.

Raising a Complaint

If you are unhappy with any aspect of our service, we encourage you to tell us as soon as possible so that we can try to resolve the matter quickly.

In the first instance, please raise your concern with the driver or team leader on the day of your move, if possible. They may be able to resolve the issue immediately.

If the matter cannot be resolved on the day, or if you prefer to complain after the service has been completed, you should submit a formal complaint in writing. Your complaint should include:

Your full name and the address where the service took place.
The date of your move and any reference number you were given.
A clear description of your concerns, including times and details.
Details of any loss or damage you believe occurred.
What outcome or resolution you are seeking, if you have a preference.

Time Limits for Making a Complaint

To allow us to investigate effectively, we ask that you submit your complaint as soon as reasonably possible. As a general guide:

Complaints about service quality or conduct should usually be made within 14 days of the move.
Complaints involving loss or damage to items should usually be made within 7 days of the move, or as soon as the issue is discovered.

We may still consider complaints raised outside these timeframes where there is a good reason for the delay, but investigation may be more difficult if a significant amount of time has passed.

How We Handle Your Complaint

Once we receive your complaint in writing, we will follow these stages.

1. Acknowledgement
We will acknowledge receipt of your complaint within a reasonable period of time. In our acknowledgement, we will confirm that your complaint is being reviewed and explain the next steps in the process.

2. Investigation
We will gather all relevant information about your complaint. This may include:

Speaking to the staff who carried out your move.
Reviewing booking information, job sheets, and any photographs or notes recorded.
Considering any evidence you supply, including photographs of any alleged damage.

We aim to conduct our investigation fairly and objectively, giving full consideration to your account of events.

3. Outcome and Response
After completing our investigation, we will provide you with a written response setting out:

Our understanding of your complaint.
The findings of our investigation.
Whether your complaint has been upheld in full, in part, or not upheld.
Any steps we propose to take to resolve the matter.

Where appropriate, remedies may include an apology, an explanation, corrective action on future jobs, or other reasonable resolutions. Any offers of goodwill or compensation will be assessed on a case-by-case basis and will take into account the terms and conditions of our service.

Timescales

We aim to provide a full written response to your complaint within 28 days from the date we receive all necessary information. If we are unable to meet this timescale because an investigation is still ongoing, we will inform you of the reason for the delay and provide an updated expected timescale for our response.

Escalating Your Complaint

If, after receiving our written response, you feel that your complaint has not been resolved satisfactorily, you may request that your complaint is reviewed at a higher level within the company.

When asking for an escalation, please explain why you are dissatisfied with the initial outcome and whether you have any additional information you would like us to consider. A further review will normally focus on whether the complaint was handled fairly and in line with this procedure, and whether the outcome was reasonable based on the evidence available.

Your Responsibilities

To help us deal with your complaint efficiently, we ask that you:

Provide clear, accurate, and complete information about your concerns.
Keep relevant documents, photographs, or other evidence safe and available.
Treat our staff with respect and allow reasonable time for investigation.
Refrain from making unfounded allegations or using abusive language.

Our Commitment to Continuous Improvement

We value all feedback, including complaints, as an opportunity to review and improve our removal services. Where a complaint highlights areas for improvement, we may use the findings of the investigation to:

Provide additional staff training.
Review and update our policies or working practices.
Improve our communication with customers before, during, and after moves.
Enhance the way we handle and protect items during transport.

Privacy and Confidentiality

All complaints will be handled in line with our privacy practices. Information you provide will be used only for the purpose of investigating and responding to your complaint, and will be stored securely. We will share details internally only with staff who need to know in order to resolve the matter.

Review of this Procedure

This Complaints Procedure is reviewed regularly to ensure that it remains effective, clear, and fair. Man with Van West Heath reserves the right to update or amend the procedure at any time, and the version in force at the time of your complaint will apply to how your complaint is handled.