Complaints Procedure

Complaints Procedure for Man with Van Stamford Hill

This Complaints Procedure explains how you can raise a concern about our man and van and removal services, how we will handle your complaint, and the standards you can expect from us throughout the process. We aim to resolve any issues fairly, promptly, and transparently, while continually improving our services across our local and regional service areas.

Our Commitment to You

We are committed to providing reliable, professional removal and transport services. However, we recognise that sometimes things may not go as planned. When this happens, we encourage you to tell us so that we can put things right and use your feedback to improve our operations. We treat all complaints seriously and handle them with respect, confidentiality, and impartiality.

What This Procedure Covers

This procedure applies to complaints about our man and van and removal services, including but not limited to collection and delivery, handling of goods, timing, conduct of staff, and communication before, during, and after your move. It covers services provided to private individuals and business customers within our usual operating areas.

This procedure does not cover general enquiries, booking requests, or informal feedback that does not require a formal investigation. However, we still welcome comments and suggestions, and we will respond to them where appropriate.

Raising an Informal Concern

Where possible, we encourage you to raise any concerns informally first. Many issues can be resolved quickly by discussing them directly with the driver or the person you booked the service with, either at the time of the move or shortly afterwards. An informal discussion often allows us to correct minor issues immediately, such as clarifying charges, resolving misunderstandings, or agreeing practical solutions.

If your concern is not resolved informally, or if you prefer not to raise it in this way, you may use the formal complaints process set out below.

How to Make a Formal Complaint

If you wish to make a formal complaint about our man and van or removal services, please provide the following information so that we can investigate thoroughly:

1. Your full name and the name used on the booking.
2. The date and approximate time of the service.
3. The pickup and delivery locations used for the job.
4. A clear description of what went wrong and how it affected you.
5. Details of any conversations you have already had with our staff about the issue.
6. What outcome you are seeking, for example an explanation, apology, or review of charges.

You may submit your complaint in writing to us using your preferred contact method. Please ensure that your complaint is made as soon as reasonably possible after the event, as this helps us to access accurate information, speak to the staff involved while the details are fresh, and review any relevant records.

Acknowledging Your Complaint

Once we receive your formal complaint, we will acknowledge it as soon as practicable. In our acknowledgement, we will confirm that we have received your complaint, outline the next steps, and, where possible, provide an estimated timeframe for our investigation and response.

How We Investigate Complaints

We aim to conduct all investigations in a fair, objective, and timely manner. Depending on the nature of the complaint, the investigation may include:

1. Reviewing booking details, job sheets, and any written notes made by staff.
2. Speaking with the driver and any team members involved in the move.
3. Reviewing any correspondence relating to your booking and the day of the move.
4. Assessing whether our service met our usual standards and agreed terms.

We will consider both your account of events and the information provided by our staff. Where there is a dispute about what occurred, we will review all available evidence and make a balanced assessment. Our aim is to reach a fair conclusion and, where appropriate, identify any steps required to remedy the situation.

Our Response and Possible Outcomes

After we have completed our investigation, we will provide you with a clear written response. This response will normally include:

1. A summary of the complaint and the issues we have investigated.
2. The findings of our investigation and our conclusions.
3. Any actions we will take to resolve the matter or prevent a similar issue in future.

Depending on the circumstances, possible outcomes may include an apology, an explanation, clarification of our terms, operational changes, staff training, or a review of charges where appropriate. Any remedies offered will be in line with our contractual terms and applicable law.

Timescales

We aim to resolve complaints as quickly as reasonably possible. The time needed will depend on the complexity of the issues and the availability of information and staff. If we are unable to provide a final response within a reasonable period, we will let you know, explain the reasons for the delay, and provide an updated expected timeframe.

If You Are Not Satisfied

If you are not satisfied with our response, you may ask for your complaint to be reviewed. When requesting a review, please explain why you are unhappy with the initial outcome and what you believe has not been properly addressed. We will then arrange for a further review, where reasonably possible by a person not directly involved in the original investigation.

Following this review, we will provide a final response. This will set out whether our original decision stands or whether we are taking any additional steps. This internal review process represents the final stage of our complaints procedure.

Use of Complaint Information

We value all feedback, including complaints, as an important tool for improving our man and van and removal services. Information from complaints may be used to refine our procedures, enhance staff training, and improve service reliability and customer communication across the areas we serve. We process and store complaint information securely and only for as long as is necessary for the purposes of handling the complaint and meeting our legal and regulatory obligations.

Review of This Complaints Procedure

We may update this Complaints Procedure from time to time to reflect changes in our services, business practices, or applicable law. Any updated version will apply to complaints raised after the date of publication.