Complaints Procedure for Man with Van Wealdstone

This complaints procedure explains how customers of Man with Van Wealdstone can raise concerns about our man and van and removal services, and how we will handle and resolve those concerns. Our aim is to offer a fair, transparent and timely process for dealing with any dissatisfaction about our work.

Purpose of this Complaints Procedure

The purpose of this procedure is to provide customers with a clear and straightforward route to express dissatisfaction with any aspect of our service, including bookings, communication, pricing, conduct of staff, handling of belongings and completion of moves. We want all feedback, including complaints, to help us maintain and improve the quality of our removal and transport services.

This procedure applies to all domestic and small business customers using Man with Van Wealdstone, whether for local moves, part loads, item collection and delivery, or general man and van hire.

Definition of a Complaint

A complaint is any expression of dissatisfaction, whether written or verbal, about the standard of service, the actions or lack of actions by Man with Van Wealdstone, its staff or representatives, which requires a response or resolution.

Complaints may relate to issues such as delays, missed appointments, damage or loss of items, behaviour of drivers or porters, accuracy of information provided at booking, or the way an issue has previously been handled.

How to Make a Complaint

Customers are encouraged to raise any concerns as soon as possible so we can address them quickly and effectively. You can submit a complaint in writing or verbally. Written complaints are preferred, as they help us keep a clear record and fully understand the concern.

When making a complaint, please provide the following information where possible so we can investigate thoroughly:

Date of the move or service, the collection and delivery locations, a description of the issue, names or descriptions of staff involved if known, any relevant reference numbers and what outcome you are seeking. Including supporting details, such as photographs of any alleged damage or copies of previous correspondence, will help us reach a fair decision.

Initial Handling of Your Complaint

We will acknowledge your complaint as soon as reasonably practicable. Where possible, straightforward issues may be resolved immediately by the staff member who receives the complaint, for example by explaining what happened, offering a practical solution or correcting an error.

If the complaint cannot be resolved straight away, it will be referred to a responsible person within the company for further review. We will log the complaint, record the key details and begin an investigation.

Investigation and Response Timescales

We aim to investigate complaints promptly and fairly. During the investigation we may:

Review booking details and job records, speak with any team members involved, consider any photographs or documents you have provided and, where necessary, request further information or clarification from you.

Once the investigation is complete, we will provide you with a clear written or verbal response, explaining our findings, any decision we have reached and any action we propose to take. We will seek to provide a full response within a reasonable time from acknowledging your complaint. If we need more time due to the complexity of the matter, we will let you know and explain why.

Possible Outcomes and Remedies

Depending on the nature of the complaint and the outcome of our investigation, possible resolutions may include:

A sincere apology and explanation, practical steps to put things right where possible, a review or improvement of internal procedures, and where appropriate, a gesture of goodwill or financial remedy in line with our terms and conditions and any applicable legal obligations.

Where damage or loss of items is involved, any remedy will take into account the condition and value of the items, the evidence available, and the agreed terms of service for the move.

Escalation if You Are Not Satisfied

If you are not satisfied with the initial response to your complaint, you may request that it be reviewed at a higher level within Man with Van Wealdstone. In such cases, your complaint, along with the findings of the initial investigation, will be reconsidered by a senior decision-maker who was not directly involved in the original handling of the issue.

The senior reviewer will assess whether the complaint was handled fairly, whether the outcome was reasonable and whether any additional steps are appropriate. You will receive a further response explaining the result of this review.

Recording and Using Complaints to Improve Our Service

All complaints received by Man with Van Wealdstone are recorded and monitored. We review complaint records regularly to identify any recurring issues or trends related to removals, packing, handling, punctuality or customer communication.

Where we find patterns or areas for improvement, we may introduce additional staff training, update our processes, clarify information provided at booking or make other operational changes to prevent similar issues occurring in future and to improve our overall man and van and removal services.

Confidentiality and Data Protection

All complaints will be handled with appropriate confidentiality. Information related to your complaint will only be shared with those who need it to investigate and resolve the matter, or where we are required to share it by law.

We will handle personal information in connection with your complaint in line with our responsibilities under data protection law. Information will be retained only for as long as is necessary for complaint handling, record-keeping and legal purposes.

Fair Treatment and Respect

We are committed to treating all customers fairly, respectfully and without discrimination when they raise a complaint. We expect our staff to act professionally at all times and we ask that customers interact with our team in a respectful manner while we work to resolve any issues.

By following this complaints procedure, Man with Van Wealdstone aims to ensure that any concerns about our removal and man and van services are taken seriously, investigated properly and resolved wherever possible to the satisfaction of our customers.