Complaints Procedure for Man with Van East Bedfont

This Complaints Procedure explains how Man with Van East Bedfont handles concerns and complaints about our removal and moving services. We are committed to dealing with all complaints fairly, consistently and as quickly as possible, while using feedback to improve our services for customers across our operating area.

Our Commitment to Customers

We aim to provide a professional, reliable and courteous removal service at all times. If something goes wrong, we want to know about it. We treat every complaint seriously, whether it concerns punctuality, conduct of staff, handling of goods, charges, communication, or any other aspect of our services.

Our objectives when handling a complaint are to:

Understand clearly what went wrong from your perspective.

Investigate the matter thoroughly and impartially.

Provide a clear and timely response with an explanation of our findings.

Where appropriate, offer a practical resolution.

Use the outcome to help prevent similar issues in future.

What Counts as a Complaint

A complaint is any expression of dissatisfaction about our services, whether justified or not, that requires a response. This may relate to:

Booking, quotations or changes to removal dates.

Arrival times or delays.

Behaviour, attitude or professionalism of our team members.

Care and handling of your belongings, including packing, loading, transport or unloading.

Damage, loss or missing items.

Charges, payment issues or differences between quotes and final costs.

Any other issue where you feel we have not met a reasonable standard of service.

How to Make a Complaint

You can make a complaint in writing. Providing details in writing helps ensure we fully understand your concerns and can investigate accurately. When submitting your complaint, please include:

Your full name.

The date of the removal or planned removal.

The service address or collection and delivery locations.

A clear description of what went wrong and when it happened.

Names or descriptions of any staff involved, if known.

Details of any damage, loss or inconvenience.

Any evidence you may have, such as photographs or inventory lists.

What outcome or resolution you are seeking, where applicable.

The more information you provide, the easier it is for us to review your case thoroughly and respond appropriately.

Time Limits for Submitting Complaints

We encourage customers to raise complaints as soon as possible so that events are fresh in everyone’s mind and any evidence can be gathered quickly.

For service issues not relating to damage or loss of items, complaints should usually be made within 14 days of the date of service.

For damage or loss of goods, please notify us in writing as soon as you become aware of the issue. Late notification may affect the options available for resolving the matter, particularly where insurance conditions apply.

How We Will Handle Your Complaint

Once we receive your complaint, we follow a clear process designed to be fair and transparent.

Acknowledgement: We will acknowledge your complaint in writing. In this acknowledgement we will confirm that we have received your details and outline the next steps.

Initial Review: We will review the information you have provided and may contact you if we need clarification or additional details. We may also ask for supporting evidence, such as photographs of damage.

Investigation: We will investigate the complaint by speaking with the staff involved, reviewing job sheets, inventories, scheduling records and any other relevant information. Our aim is to build a full picture of what happened.

Assessment: After gathering information, we will assess the facts and decide whether your complaint is upheld fully, upheld in part, or not upheld. We will consider the reasonableness of actions taken, the terms and conditions of our service, and any relevant industry practices.

Response: We will send you a written response explaining our findings and the reasons for our decision. Where your complaint is upheld in whole or in part, we will also set out any proposed resolution.

Timescales for Responses

We aim to resolve complaints as quickly as possible, while allowing enough time for a proper investigation.

Initial acknowledgement will normally be sent within a reasonable timeframe after receiving your complaint.

A full written response will usually be provided within 28 days of acknowledgement. If we are unable to complete our investigation within this period, we will inform you, explain why, and provide a revised timescale.

Possible Outcomes and Resolutions

Depending on the nature and circumstances of the complaint, resolutions may include one or more of the following:

An explanation or clarification about what occurred.

An apology, where we have fallen short of our standards.

Practical steps to put things right, where possible.

Consideration of compensation, particularly where loss or damage is involved and supported by evidence, subject to our terms, conditions and any applicable insurance provisions.

Changes to our internal procedures or staff training to reduce the risk of similar issues recurring.

Any compensation or remedy will be considered on a case-by-case basis, having regard to the specific facts and the contractual terms agreed at the time of booking.

Escalation of Your Complaint

If you are not satisfied with our final response, you may ask for your complaint to be reviewed by a senior member of our management. In your escalation request, please explain why you remain dissatisfied and whether you have any additional information you would like us to consider.

The senior review will focus on ensuring that the original investigation was fair, complete and in line with this Complaints Procedure and our service terms. On completion of this review, we will provide you with a further written response.

Your Responsibilities as a Customer

To help us deal with complaints fairly and efficiently, we ask that you:

Provide accurate and complete information about what happened.

Submit your complaint within the recommended timeframes.

Retain any relevant documentation, such as quotes, invoices, inventories and photographs.

Communicate with our team in a courteous and respectful manner.

Respond promptly to any requests for further information during our investigation.

Using Feedback to Improve Our Service

All complaints and serious service concerns are recorded and reviewed regularly. We use this information to identify patterns, address recurring problems and improve our removal services and customer care across the areas we serve. This can include additional training for staff, adjustments to procedures, and clearer communication with customers at the booking and moving stages.

Policy Review

This Complaints Procedure is reviewed periodically to ensure it remains clear, effective and aligned with our commitment to high service standards in the removal and man and van sector. Any updates will apply to complaints received after the date of change, unless otherwise stated.