Complaints Procedure for Man with Van North Sheen

Man with Van North Sheen is committed to providing a reliable and professional removal service. We recognise that, on occasion, issues may arise and customers may feel dissatisfied with some aspect of our service. This Complaints Procedure explains how you can raise a concern, how we will respond, and what you can expect from us at each stage of the process.

Purpose of this Complaints Procedure

The purpose of this procedure is to provide a clear and fair method for resolving complaints relating to our man and van and removals services. We aim to address complaints promptly, courteously and in a way that is transparent to you. All complaints are taken seriously and are used to help improve our service to customers who rely on us for local and regional moves, collections and deliveries.

What This Procedure Covers

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

Service quality on the day of your move or booking, including punctuality, handling of goods and conduct of staff. Communication before, during or after your booking, including clarity of information about pricing, timing and service scope. Issues relating to property or belongings, such as damage or loss. Concerns about how your booking has been scheduled or managed. Billing, quotations and any disputes about charges where you believe they do not match the agreed service.

This procedure does not cover matters that are being or have been dealt with by a court, or matters that fall outside the services we provide.

Our Complaints Principles

We follow these principles when handling complaints about our removal services:

Accessibility: It should be simple and straightforward for you to make a complaint. Fairness: Your complaint will be treated respectfully and considered impartially. Confidentiality: Information you provide will be handled with appropriate privacy and only shared with those who need it to respond. Timeliness: We aim to resolve issues as quickly as possible while still carrying out a proper review. Improvement: We use feedback and complaints to identify areas where our man and van and removals operations can be improved.

How to Make a Complaint

You can raise a complaint in writing. When you contact us, please include the following information so we can investigate effectively:

Your full name. The date and location of the service. A clear description of what went wrong. Details of any conversations you have already had with our team about the issue. Any supporting information relevant to your complaint, such as photographs or inventory lists, if applicable.

We encourage you to raise your concern as soon as possible after the service, so that details remain clear and we can put things right quickly where appropriate.

Acknowledgement of Your Complaint

Once we receive your complaint, we will acknowledge it in writing. In our acknowledgement, we will confirm that we have received your complaint and outline the next steps in the process. We will also provide an estimated timescale for our investigation and response, based on the nature and complexity of the issue.

Investigation Process

After acknowledging your complaint, we will conduct a careful review. This may include:

Checking your booking details, quotation and any written agreements for the removal or man and van service. Speaking with the staff members involved in your job, including drivers and porters. Reviewing any notes, photographs or other records taken before, during or after your move. Considering any evidence you have supplied, including photographs or lists of damaged or missing items.

Our aim is to understand what happened, why it happened and what can be done to resolve the matter fairly.

Our Response and Possible Outcomes

Once our investigation is complete, we will respond to you in writing. Our response will explain:

The outcome of our investigation and our understanding of the events. Whether your complaint has been upheld in full, in part or not upheld. Any actions we propose to take to resolve the issue.

Depending on the nature of your complaint and the findings of our investigation, possible outcomes may include:

An explanation or clarification where there has been a misunderstanding. An apology where the service has fallen below the standards we aim to provide. Practical steps to put things right, where this is possible and appropriate. A review of internal processes or staff training to prevent similar issues in future.

Timescales

We aim to provide a full response to complaints within a reasonable period after acknowledging them. More complex matters, for example those involving multiple vehicles, several properties or detailed claims about items, may take longer to investigate. If we are unable to meet the original timescale we indicated, we will let you know and provide an updated estimate.

If You Are Not Satisfied With the Outcome

If you are unhappy with the response you receive, you may ask for your complaint to be reviewed again. When requesting a review, please explain why you remain dissatisfied and what you would like us to reconsider. A further review will be carried out by a person who was not directly involved in the original investigation, where possible, to ensure a fresh and objective perspective.

Customer Responsibilities

While we will always aim to resolve complaints fairly, we ask customers to assist the process by:

Providing accurate information about the move and any concerns. Supplying evidence such as photographs in a timely manner, especially in cases of alleged damage or loss. Communicating in a respectful way with our staff, both on the day of the move and during the complaints process. Allowing us a fair opportunity to investigate and respond.

Using Feedback to Improve Our Service

Complaints and feedback are an important part of how we monitor the quality of our man and van and removals operations. We regularly review complaints data to identify patterns or recurring issues. Where appropriate, we may update our training, vehicle loading practices, packing advice or customer communication to reduce the likelihood of similar issues occurring in future.

Policy Review

This Complaints Procedure is reviewed periodically to ensure that it remains effective, clear and in line with our commitment to providing a dependable and professional removal service. Any changes will apply to all future complaints from the date the revised procedure comes into effect.

We value the trust customers place in Man with Van North Sheen when choosing us to handle moves, deliveries and collections. If something has not gone as expected, this procedure is designed to ensure your concerns are heard and addressed in a fair and constructive manner.