Complaints Procedure
Man with Van Carshalton Complaints Procedure
Man with Van Carshalton aims to provide a reliable and professional removal and man and van service. We recognise that, on occasion, things may go wrong or fall short of your expectations. This Complaints Procedure explains how you can raise a concern, how we will handle it, and the standards you can expect from us throughout the process.
Purpose of This Complaints Procedure
The purpose of this procedure is to give customers a clear and fair route for raising issues about our services, including home moves, office moves, small removals, collections, deliveries, and related transport work. It is designed to ensure that complaints are:
Dealt with promptly and politely.
Handled consistently and fairly.
Investigated thoroughly and objectively.
Used to improve our services wherever possible.
What Counts as a Complaint
You may wish to make a complaint if you believe that:
The service you received did not match what was agreed or advertised.
Our staff or drivers acted in an unprofessional or discourteous manner.
Your belongings were damaged or lost during a move or transport job.
There were unreasonable delays, missed appointments, or poor communication.
Our terms and conditions were not followed correctly.
This procedure is not for routine queries, booking questions, or requests for quotations. Those should be raised through our normal customer service channels.
How to Make a Complaint
We encourage you to let us know about any problem as soon as possible, so that we can address it quickly. You can raise a complaint in writing or verbally.
When you contact us, please provide the following details so that we can handle your complaint efficiently:
Your full name.
The date of the move or service.
The pickup and delivery addresses for the job.
A clear description of what went wrong, including times, locations, and names of any staff involved if known.
Photographs or other evidence, if your complaint relates to damage or loss.
Any steps you would like us to consider in order to resolve the matter.
Stages of the Complaints Process
Stage One: Initial Review
Once we receive your complaint, we will register it and carry out an initial review. We aim to acknowledge your complaint promptly and to provide an initial response within a reasonable time frame. During this stage we may contact you to clarify details or request additional information, particularly where the complaint concerns damage, timing issues, or conduct of staff.
Stage Two: Investigation
After the initial review, we will investigate the circumstances of your complaint. This may include:
Speaking with the driver or removal team involved.
Reviewing booking information, job sheets, and any notes made on the day.
Examining any photographs or evidence you have supplied.
Considering our terms and conditions and the scope of the work agreed.
We aim to complete our investigation and provide you with a written outcome as soon as is practicable, taking into account the complexity of the complaint and the availability of relevant information.
Stage Three: Outcome and Resolution
Once the investigation is complete, we will explain:
Our understanding of what happened.
Whether we uphold your complaint in full, in part, or not at all.
Any steps we will take to put matters right where appropriate.
Where a complaint is upheld, possible resolutions may include an apology, a gesture of goodwill, a review of internal processes, staff training, or other remedial action considered appropriate to the circumstances and subject to our terms and conditions.
Escalation of Your Complaint
If you are dissatisfied with the outcome at Stage Three, you may request that your complaint is reviewed again. In doing so, please clearly explain why you disagree with the initial decision and if you have any new information that you believe should be considered.
On escalation, a more senior member of our team will reassess the complaint, the investigation carried out, and the decision reached. They may contact you to discuss the matter further. After this review, we will provide a final response setting out our position.
Time Limits for Complaints
To help us investigate fairly, we ask that you raise any complaint as soon as possible and, in any event, within a reasonable period of the move or service taking place. Claims for loss or damage should normally be reported promptly once discovered, in line with any applicable terms and conditions. Delays in reporting may make it more difficult to verify events or assess responsibility.
Your Responsibilities as a Customer
We ask that you:
Provide accurate and complete information about your booking and the issue you have experienced.
Treat our staff with courtesy at all times.
Allow us a fair opportunity to investigate and respond.
Keep records, photographs, or other evidence where you believe loss or damage has occurred.
How We Use Complaints to Improve
Complaints are an important source of feedback and help us maintain and improve our removal and transport services. We review complaints regularly to identify any patterns or recurring issues. Where needed, we may:
Update internal procedures for booking, loading, transport, or delivery.
Provide additional staff training.
Review and refine our customer communication.
Confidentiality and Data Protection
All complaints are handled in confidence. Information you provide will be used only for the purposes of investigating and resolving your complaint, improving our services, and meeting any legal or regulatory obligations. We will store and manage your information in line with our data protection responsibilities.
Review of This Procedure
This Complaints Procedure is reviewed periodically to ensure that it remains fair, clear, and effective for our customers and for the services provided by Man with Van Carshalton. We may update the procedure from time to time to reflect changes in our operations or relevant legal requirements.
