Man with Van Slade Green Complaints Procedure

This Complaints Procedure explains how customers of Man with Van Slade Green can raise concerns about our removal and transport services and how those concerns will be handled. Our aim is to resolve issues fairly, consistently and as quickly as possible, while using feedback to improve our services across our operating area.

Our Commitment to Handling Complaints

We are committed to providing a reliable, professional and respectful man and van service for household moves, small removals and deliveries. If we fall short of your expectations, we want to know. We will treat every complaint seriously, keep you informed of progress, and seek a fair outcome based on the facts available.

We aim to:

Respond promptly to all complaints, investigate them thoroughly, explain our findings clearly, and offer appropriate remedies where a complaint is upheld.

What This Procedure Covers

This procedure applies to complaints relating to our man and van and removal services, including:

Booking and scheduling issues, conduct and behaviour of staff and drivers, delays or missed appointments, lost, damaged or missing items, quality of packing or loading, charges, quotes and invoices, and communication before, during or after your move.

It does not cover matters that are already the subject of legal proceedings or insurance claims handled directly by an insurer, although we will always cooperate with any investigation as required.

Raising an Informal Concern

If you experience a problem during or immediately after your move, you are encouraged to raise it informally with the driver or member of staff present, or with the person who handled your booking. Many issues can be resolved quickly on the day, for example clarifying an arrangement, rectifying a small error, or agreeing a practical solution on site.

If your concern cannot be resolved informally to your satisfaction, or you prefer not to discuss it directly with staff at the time, you may raise a formal complaint as set out below.

How to Make a Formal Complaint

Please submit your complaint in writing so that we can keep an accurate record. Written complaints should include:

Your full name, the date of your move or service, the pick-up and drop-off locations, a clear description of what went wrong, any relevant photographs or supporting information, and the outcome you are seeking, such as an explanation, apology, or review of charges.

Written complaints can be submitted using any of the normal contact methods you use to reach us for bookings and enquiries. Clearly mark your message as a complaint so it is directed to the appropriate person for review.

Time Limits for Making a Complaint

To allow a fair and accurate investigation, we ask that you raise your complaint as soon as possible after the service. Ideally, complaints relating to service quality, timekeeping or conduct should be raised within 7 days of your move. Complaints relating to damage or loss of items should be raised as soon as you become aware of the issue, and where practicable within 48 hours of the service.

We may still consider complaints raised after these timescales, but our ability to investigate may be limited if evidence or recollection has faded.

Our Complaints Handling Stages

Stage 1: Acknowledgement

Once we receive your written complaint, we will acknowledge it within a reasonable timeframe. In most cases, this will be within three to five working days. The acknowledgement will confirm that we have received your complaint and outline the next steps.

Stage 2: Investigation

Your complaint will be reviewed by a person with appropriate responsibility who was not directly involved in the issue where possible. We may:

Check booking records, job sheets and any photographs or notes taken on the day, speak with the driver or team members involved, review any messages or correspondence related to the booking, and ask you for further information or clarification if needed.

Stage 3: Response

After the investigation, we will send you a written response. This will normally include a summary of your complaint, the findings of our investigation, any factors we have taken into account, our decision on whether the complaint is upheld in full, in part, or not upheld, and any remedial action or goodwill gesture we consider appropriate.

We aim to provide a full written response within 20 working days of acknowledging your complaint. If the investigation is more complex and we need more time, we will let you know and give you an updated timescale.

Possible Outcomes and Remedies

Where your complaint is upheld, possible outcomes may include:

A clear explanation or apology, steps taken to correct an error where possible, review or adjustment of charges where appropriate, advice on how to pursue an insurance claim in cases of damage or loss, and internal training or process changes to reduce the risk of similar issues occurring again.

Any remedy offered will be proportionate to the issue and based on the evidence available.

If You Are Unhappy with the Outcome

If you are dissatisfied with our response, you may request a further review. When doing so, please explain why you disagree with our findings or outcome and include any additional information you believe is relevant. We will conduct a secondary review, where possible by a different person, and provide a final written response.

If you still remain unhappy after our final response, you may wish to seek independent advice regarding your consumer rights or any further options that may be open to you.

Data Protection and Confidentiality

All complaints will be handled in confidence and in line with applicable data protection requirements. Information will only be shared internally where necessary to investigate and respond to your complaint. We will retain records of complaints and their outcomes for an appropriate period so that we can monitor trends and improve our services.

Using Feedback to Improve Our Services

We value all feedback, whether positive or negative. Complaints are an important source of information about how our man and van and removal services are performing across our service area. We regularly review complaint data to identify recurring issues, training needs and opportunities to improve our booking processes, communication and service standards.

By following this Complaints Procedure, we aim to provide a fair, transparent and accessible way for customers to raise concerns and for us to put things right wherever we reasonably can.