Complaints Procedure

Complaints Procedure for Man with Van Acton

Man with Van Acton is committed to providing a reliable and professional removals and man and van service. We aim to handle every move with care and efficiency, but 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 each stage.

Purpose of this Complaints Procedure

The purpose of this procedure is to provide a clear and fair process for customers who are dissatisfied with any aspect of our service, including home removals, office moves, packing, loading, transport, or delivery. We use every complaint as an opportunity to investigate what went wrong and improve our service for future customers.

What We Class as a Complaint

A complaint is any expression of dissatisfaction with our services, whether justified or not, where you expect a response or resolution. This may include, for example, concerns about punctuality, staff conduct, handling of goods, damage or loss of items, communication issues, or billing and charges related to a move.

We encourage you to raise issues as early as possible so that we can address them promptly and minimise any inconvenience to you.

How to Make a Complaint

You can make a complaint to Man with Van Acton in writing. Written complaints help us keep an accurate record of the issue and our response. When you contact us, please provide the following information so that we can investigate efficiently:

Your full name and the address where the service took place, the date of the removal or man and van service, a clear description of what went wrong, details of any damage, loss, delays or other concerns, any supporting information such as photographs, inventory lists or reference numbers, and what outcome or resolution you are seeking.

If you make a complaint during a removal or while our team is still on site, we will try to resolve it there and then where possible. If it cannot be resolved immediately, it will still be handled in line with this formal procedure.

Time Limits for Raising a Complaint

We ask that you raise your complaint as soon as reasonably possible after the service is completed. This allows us to gather accurate information from our team and review any relevant records.

For damage or loss of items, we recommend that you notify us as soon as you become aware of the issue. Where possible, please provide photographs and details of the items involved.

Our Complaints Handling Stages

Stage 1: Acknowledgement

Once we receive your complaint, we will send you an acknowledgement. We aim to do this within five working days. The acknowledgement will confirm that we have received your complaint and that it is being reviewed, and may request further information if anything is unclear.

Stage 2: Investigation

Your complaint will be investigated by a member of the management team who is not directly involved in the issue wherever possible. As part of the investigation we may review booking records, job sheets and any written notes, speak with the staff members involved in your move, assess any photographs or evidence you have provided, and consider our service terms and any relevant policies.

During this stage, we may contact you to clarify details or request additional information. Keeping communication open helps us reach a fair and informed decision.

Stage 3: Response and Outcome

After we have completed our investigation, we will provide you with a written response explaining our findings, whether your complaint has been upheld in full, in part, or not upheld, any steps we have taken or propose to take to resolve the issue, and any measures we will put in place to prevent similar problems in future where relevant.

We aim to provide this written response within 20 working days of acknowledging your complaint. If, for any reason, our investigation takes longer, we will let you know and provide an updated timescale.

Possible Resolutions

Where we find that service has fallen below our expected standards, we will consider appropriate remedies. These may include, where relevant, an apology and explanation, corrective action such as returning to complete an agreed service, reviewing and improving internal processes, staff training or guidance, and financial remedies where these are appropriate and in line with our terms and conditions and any applicable insurance cover.

Any financial remedy will take into account the circumstances of the move, our contractual obligations, and the extent of any proven loss or damage.

If You Are Not Satisfied with the Outcome

If you are unhappy with our written response, you may request a review. In your request, please explain why you believe the outcome is unsatisfactory or incomplete and include any additional information that you feel has not been considered.

Your complaint will then be reviewed by a senior member of the team, where available, who will consider both the original investigation and your further comments. We will provide a final written response after this review. This concludes our internal complaints procedure.

Our Commitment to Fairness and Improvement

Man with Van Acton is committed to treating all complaints seriously, dealing with them confidentially, and handling them in a way that is fair to both you and our staff. Complaints data is monitored regularly so that we can identify patterns, improve the quality of our removals services, and ensure that our processes, training, and communication meet customer expectations.

By following this procedure, we aim to resolve issues efficiently and maintain the trust of customers who rely on us for man and van and removals services.