Complaints Procedure for Man With a Van Harlington

Man With a Van Harlington is committed to providing a reliable and professional removals and man and van service. We recognise that, on occasion, things may not go as planned. When this happens, we want to know so that we can put matters right promptly and fairly, and use your feedback to improve our moving services.

Purpose of this Complaints Procedure

This complaints procedure explains how you can raise a concern or complaint about our services, what information we need from you, how we will handle your complaint, and the timescales you can expect. It applies to all customers who use our man and van and removal services, including home moves, office moves, and collection or delivery jobs.

What We Class as a Complaint

A complaint is any expression of dissatisfaction about the standard of our service, the conduct of our staff or subcontractors, how we have carried out a removal or delivery, or how we have applied our terms and conditions. This may include, for example, concerns about punctuality, handling of goods, communication, invoicing, or adherence to agreed arrangements.

We encourage you to raise issues as soon as they arise so that we have the best chance of resolving them quickly and informally.

How to Raise a Complaint

You can raise a complaint verbally or in writing. While we are happy to discuss concerns by phone or in person, we recommend putting your complaint in writing wherever possible. This helps to avoid misunderstandings and allows us to review the details carefully.

When you make a complaint, please provide:

The date of your move or service, the address where the work took place, a clear description of what went wrong and when it happened, the names of any staff involved if known, and any relevant supporting information such as inventory notes, photographs, or reference numbers. The more information you can provide at the outset, the easier it will be for us to investigate and respond.

Timescales for Submitting a Complaint

To help us investigate effectively, we ask that you notify us of any complaint as soon as possible and, in any event, within a reasonable time after the service has been completed. Issues relating to loss or damage to items should be reported as soon as they are discovered.

Our Complaints Handling Stages

Stage 1: Initial Review and Acknowledgement

Once we receive your complaint, we will log it and arrange for an initial review by a responsible member of our team. If your complaint is made in writing, we will acknowledge receipt and confirm that we are looking into the matter.

At this stage, we may contact you to clarify any points or request further information. Our aim is to understand exactly what has happened from your perspective and what outcome you are seeking.

Stage 2: Investigation

We will then carry out an investigation into your complaint. This may include reviewing job records, speaking to the staff involved, examining photographs or documents, and checking vehicle logs or schedules related to your move or delivery.

We aim to complete our investigation and provide a full response within a reasonable timeframe. If, for any reason, the investigation is likely to take longer, we will let you know and provide an updated timescale.

Stage 3: Response and Outcome

Once our investigation is complete, we will provide you with a clear written response. This will outline the issues you raised, the steps we have taken to investigate, our findings, and any actions we propose to take to resolve the matter.

Depending on the nature of the complaint and the outcome of our investigation, possible resolutions may include an explanation or apology, corrective action on future bookings, or other remedies in line with our terms and conditions and any applicable policies.

Stage 4: Escalation

If you are not satisfied with the outcome of your complaint at Stage 3, you may ask for it to be reviewed at a higher level within the business. When requesting an escalation, please explain why you remain dissatisfied and what you believe would be a fair resolution.

The escalated review will consider both your original complaint and the way in which it was handled. Following this review, we will provide a final response, setting out our position and any further actions we will take.

Fairness and Confidentiality

We aim to handle all complaints fairly, consistently, and without bias. Your complaint will be treated seriously, and we will make every reasonable effort to be objective and transparent throughout the process.

All information you provide will be kept confidential and will only be shared with those who need it in order to investigate and resolve your complaint. We will handle your personal data in line with our data protection obligations.

Customer Responsibilities

We ask that customers raising complaints do so in a factual, respectful, and honest manner. Providing accurate information, responding to our requests for clarification, and allowing us a reasonable amount of time to investigate will help us to reach a fair outcome.

Abusive, threatening, or discriminatory language or behaviour towards our staff is not acceptable and may result in communication being limited to specific channels.

Using Complaints to Improve Our Service

We value feedback from customers and view complaints as an important opportunity to review and improve our man and van and removal services. Where our investigation highlights areas for improvement, we may provide additional training to staff, review working practices, update documentation, or make other changes aimed at preventing similar issues in future.

Summary

Our aim is to deliver a smooth, dependable moving and transport service for every customer. When concerns arise, this complaints procedure is designed to ensure they are handled promptly, fairly, and professionally. By following these steps, we can work together to resolve problems and continue to improve the service offered by Man With a Van Harlington.