Complaints Procedure
Complaints Procedure for Man with Van Coulsdon
Man with Van Coulsdon is committed to providing a professional, reliable and friendly removal service. 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 at every stage of the process.
Purpose of this Complaints Procedure
The purpose of this procedure is to ensure that all complaints are handled fairly, consistently and in a timely manner. It applies to all customers using our man and van, house removals, flat moves, office moves and related services. By following this procedure, we aim to:
Provide clear steps for raising a complaint.
Investigate issues thoroughly and impartially.
Offer a fair resolution wherever possible.
Use feedback to improve our services across the areas we cover.
What We Class as a Complaint
A complaint is any expression of dissatisfaction about our services, whether reasonable or not, that requires a response. This can include, but is not limited to:
Concerns about the standard of our removal or delivery service.
Issues arising on moving day, such as punctuality, handling of items or staff conduct.
Disputes regarding charges, quotes or additional fees.
Dissatisfaction with how we have previously handled a query or concern.
If you are unsure whether your concern is a complaint, please raise it with us and we will treat it appropriately.
How to Make a Complaint
You can make a complaint in writing or verbally. We encourage customers to put complaints in writing wherever possible, as this helps ensure we have a clear record of the issues raised and the outcome you are seeking.
When making a complaint, please provide the following information:
Your full name and the address where the service was carried out.
The date of your move or booking.
A clear description of what went wrong and when it happened.
Details of any loss or damage, including photos where available.
How you would like us to resolve the matter, where you have a preferred outcome.
Timescales for Raising a Complaint
To help us investigate effectively, we ask that you raise any complaint as soon as possible after the issue occurs. For complaints regarding damage or loss of property, we recommend that you contact us within a reasonable period after the move, once you have had an opportunity to inspect your items.
We may not be able to fully investigate complaints raised a long time after the event, but we will always review the information provided and do our best to offer a fair response.
How We Handle Your Complaint
Once we receive your complaint, the process is as follows:
1. Acknowledgement: We will acknowledge receipt of your complaint within a reasonable time. If further information is needed to understand the issue, we will ask you for clarification.
2. Investigation: A member of our team will review your complaint, including any booking records, job sheets, photographs and staff reports. We may contact you to discuss the matter further and obtain more details.
3. Assessment: We will consider whether our service fell below the standards we aim to maintain and assess any responsibility for damage, delay or inconvenience.
4. Response: We will provide you with a clear written or verbal response setting out our findings, any factors taken into account and our proposed resolution.
Response Times
We aim to provide a full response to most complaints within a reasonable period. Complex matters, such as those involving multiple properties, third-party access issues or insurance assessments, may take longer. If we anticipate a delay, we will keep you informed of our progress and provide an updated timescale.
Possible Outcomes and Resolutions
Depending on the nature of your complaint and the outcome of our investigation, we may offer one or more of the following:
An explanation of what went wrong and why.
An apology where our service has fallen short.
Practical steps to put things right where possible, such as arranging a revisit or additional assistance.
Consideration of compensation or contribution towards loss or damage, in line with our terms and conditions and any applicable insurance cover.
Details of changes we will make to our processes or staff training to prevent a similar issue in future.
Escalating Your Complaint
If you are not satisfied with our initial response, you may ask for your complaint to be reviewed at a higher level within the business. When doing so, please explain why you remain dissatisfied and what further outcome you are seeking.
The review will consider:
Whether the original investigation was carried out fairly and thoroughly.
Whether the decision reached was reasonable in light of the evidence.
Whether any new information has come to light that should change the outcome.
Following this review, we will provide you with our final position on the complaint and the reasons for our decision.
Damage, Loss and Insurance
Where a complaint relates to damage or loss of items during a move, we will assess the claim in line with our terms and conditions and any insurance arrangements that apply to your booking. You may be asked to provide evidence of the condition and value of the items affected. We will always handle such matters sensitively and aim to reach a fair and proportionate outcome.
Confidentiality and Data Protection
All complaints are handled in confidence. Information will be shared only with team members who need it to investigate and resolve your complaint. Any personal data you provide as part of the complaints process will be processed in accordance with data protection requirements.
Using Feedback to Improve Our Service
We use complaints and customer feedback to review and improve how we operate. This may include updating staff training, revising our procedures for packing and loading, or adjusting how we plan routes and timings in our service areas. Your feedback helps us provide a better, more reliable man and van and removal service for future customers.
Further Questions About This Procedure
If you have any questions about this complaints procedure, or if you need assistance in making a complaint, please contact us. We are committed to treating all customers fairly and to resolving concerns in a professional and transparent manner.
