Complaints Procedure

Complaints Procedure for Man With a Van Greenwich

Man With a Van Greenwich is committed to providing reliable, professional and friendly removal services. We recognise that, on occasion, things may not go as planned. When this happens, we want to know so we can put matters right, learn from the issue and improve our services. This complaints procedure explains how you can raise a concern, how we will handle your complaint and what you can expect from us throughout the process.

Purpose of this Complaints Procedure

The aim of this procedure is to provide a clear, fair and transparent process for dealing with complaints from customers about our man and van and removal services. We want to resolve issues as quickly and effectively as possible and to use feedback to continually improve the way we operate.

What Counts as a Complaint

A complaint is any expression of dissatisfaction, whether written or verbal, about our services, staff, vehicles, communication or the way we have handled your booking or move. Examples include concerns about punctuality, behaviour, care of possessions, charges, documentation, or any part of the service you feel did not meet your expectations.

General feedback, suggestions or routine queries are not treated as complaints under this procedure, although we still welcome them and will respond appropriately.

Who Can Make a Complaint

This complaints procedure is available to all individual customers and business clients who have used, or attempted to use, our removal or man and van services. A complaint can be made by the person who booked the service or by someone authorised to act on their behalf, such as a family member or colleague, provided they have the necessary permission.

How to Make a Complaint

You can raise a complaint in writing or verbally. While we accept complaints made in any reasonable format, we encourage you to put your concerns in writing wherever possible. This helps us understand the issue clearly and ensures there is an accurate record of what you have told us.

When making a complaint, please provide the following information to help us review the matter efficiently:

The date of your move or booking, the collection and delivery addresses, a brief description of the issue and when it occurred, any relevant reference numbers or names of staff you dealt with, and what outcome you are seeking. If you are raising concerns about damage or loss, please describe the items involved and gather any supporting information you may have, such as photographs or inventories, so that we can request them during our investigation.

Timescales for Raising a Complaint

We ask that you raise any complaint as soon as reasonably possible after the event, so that details are still fresh and evidence can be gathered easily. For issues involving damage or loss, you should notify us within a reasonable period from the date of your move or from when you first became aware of the issue.

How We Will Handle Your Complaint

We take all complaints seriously and will handle your case in a professional and respectful manner. Our process normally follows these stages:

First, we will acknowledge your complaint. Once we receive your complaint, we will send a written or verbal acknowledgement within a reasonable time, outlining the next steps and, where possible, naming the person responsible for handling your case.

Second, we will investigate the matter. We will review your complaint in detail, which may include speaking with the removal team involved, checking booking records and job sheets, reviewing photographs, and examining any relevant documentation. We may contact you for further information or clarification if needed.

Third, we will provide a response. Once our investigation is complete, we will write to you with our findings, explaining what we have concluded and the reasons behind our decision. Where we identify that something has gone wrong, we will outline what we propose to do to put things right, which may include an apology, corrective action or other appropriate steps.

Response Times

We aim to resolve most complaints within a reasonable timescale from the date we receive all necessary information. Complex cases may take longer, in which case we will keep you informed of our progress and provide updates where appropriate. Our focus is on reaching a fair and thorough outcome rather than rushing the process.

Possible Outcomes

Depending on the nature of your complaint and the outcome of our investigation, we may:

Offer an explanation and, where appropriate, an apology for any inconvenience or distress caused, take corrective action to address service issues identified and prevent a similar problem from occurring again, consider options for practical remedies where appropriate, within the scope of our terms and conditions and any applicable insurance arrangements, or provide reasons why we do not uphold your complaint if the evidence does not support it.

Escalating Your Complaint

If you are not satisfied with our initial response, you can ask for your complaint to be reviewed. Your case will then be reconsidered, where possible by a person who was not directly involved in the original handling of your complaint. We will review the evidence, reconsider the outcome and confirm our final position to you.

Your Responsibilities

During the complaints process we ask that you provide accurate and complete information, respond to our reasonable requests for clarification or evidence, and treat our staff with courtesy and respect. This helps us to investigate properly and reach a fair conclusion.

Confidentiality and Data Protection

All complaints will be handled in confidence and in line with our obligations under data protection legislation. Information about your complaint will only be shared with those who need it to investigate and resolve the matter, or where we are required to share it by law.

Continuous Improvement

We value feedback from all customers using our removal and man and van services. Complaints are reviewed periodically to identify patterns, training needs and areas where our processes, communication or service delivery can be improved. By following this complaints procedure, we aim not only to resolve individual issues but also to enhance the quality and reliability of our service overall.