Complaints Procedure for Man with Van South Ruislip

Man with Van South Ruislip is committed to providing a reliable, professional and respectful 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 we can put things right and improve our service. This Complaints Procedure explains how you can raise a concern, how we will handle it, and what you can expect from us.

Our Commitment to You

We aim to deal with all complaints fairly, consistently and as quickly as possible. We will listen to your concerns, investigate the issues raised, and provide a clear response. Where we are at fault, we will apologise and take reasonable steps to correct the problem and prevent it from happening again.

What This Procedure Covers

This procedure applies to complaints about our man and van and removals services, including but not limited to:

Service quality, such as timekeeping, loading and unloading, and conduct of staff.

Care of your belongings during collection, transport and delivery.

Adherence to agreed quotations, bookings and service descriptions.

Communication and information provided before, during and after your move.

Any other aspect of our removal services that you feel has not met reasonable expectations.

Issues Not Covered

This procedure does not cover routine service queries, booking amendments or general requests for information, which should be dealt with through our standard customer service channels. It is also not intended to cover matters that are being handled by insurers, legal representatives or other formal dispute resolution bodies.

How to Make a Complaint

You can raise a complaint verbally or in writing. We encourage you to set out your concerns as clearly as possible, including the following information:

Your full name and the address where the service was carried out.

The date of your move or service.

A description of what went wrong, including times, locations and names of any staff involved if known.

Any supporting details that will help us investigate, such as photographs, item lists or written notes.

What outcome you are seeking, for example an explanation, apology, corrective action or review of charges.

Raising your concern as soon as possible after the event helps us investigate more thoroughly and resolve the matter more quickly.

Stages of the Complaints Process

Stage 1: Initial Resolution

Where possible, we will try to resolve your complaint informally and promptly at the first point of contact. This may involve clarifying information, correcting a simple mistake or arranging a practical solution, such as a revisit or adjustment to your booking.

If you are satisfied with the outcome at this stage, the complaint will be closed. If you remain unhappy, you can ask for your complaint to be reviewed formally under Stage 2.

Stage 2: Formal Investigation

At this stage, your complaint will be recorded and passed to a responsible person for investigation. They will:

Review the details you have provided and any notes from Stage 1.

Speak with any staff involved in delivering your removal service.

Consider relevant documents such as booking confirmations, inventories and service records.

We aim to acknowledge your complaint within a reasonable time and to provide a full written response once the investigation is complete. If we need more time due to the complexity of the matter, we will let you know and keep you updated on progress.

Our Response

When we have completed our investigation, we will provide you with a clear and honest response. This will usually include:

A summary of the complaint and the key issues raised.

Details of the investigation steps taken.

Our findings, including whether your complaint is upheld in full, in part or not upheld.

Any actions we will take, such as an apology, service improvement measures, staff guidance or, where appropriate, a review of charges.

If we find that we are unable to meet the outcome you requested, we will explain our reasons and any alternative options available.

Complaints Involving Loss or Damage

If your complaint relates to loss of or damage to your belongings during a removal, we will review the circumstances carefully. You may be asked to provide evidence of the damage and, where relevant, proof of value. We will consider:

The agreed terms and conditions of service.

The information provided before the move, including any declared items.

The packaging, handling and transport arrangements used.

Where liability is accepted, any remedy will be assessed in line with our terms and any applicable limitations. In some cases, you may also need to contact your own insurer.

Time Limits

To help us investigate fairly, we ask that you raise your complaint as soon as possible. While we will consider complaints raised at a later date, delays may make it more difficult to obtain accurate information, especially in relation to removals work that has already been completed and cleared.

Continuous Improvement

We use feedback from complaints to review and improve our man and van and removals services. This may include updating training, reviewing procedures, adjusting scheduling practices or improving communication with customers. Your comments and experiences are important in helping us provide a better service for future moves.

Confidentiality and Data Protection

All complaints are handled with appropriate confidentiality. Information is only shared with those who need it to investigate and respond to your concerns. Any personal data collected in the course of dealing with your complaint will be processed in accordance with our data protection responsibilities.

Fair Treatment

Raising a complaint will not affect your right to use our services in the future. We are committed to treating all customers fairly and without discrimination, regardless of the nature of their complaint. We also expect our staff to be treated with respect while they work with you to address your concerns.

This Complaints Procedure is designed to give you confidence that any issue with your man and van or removals service will be taken seriously and handled in a structured, transparent and timely way.