Complaints Procedure for Man With a Van New Addington

Man With a Van New Addington is committed to providing reliable, efficient and professional removals and man and van services. We recognise that, on occasion, things may not go as planned. When this happens, we want to know about it so we can put things right and continually improve our service.

This Complaints Procedure explains how you can raise a concern, how we will handle your complaint, and what you can expect from us at each stage of the process.

1. Purpose of This Complaints Procedure

The purpose of this procedure is to provide a clear, fair and transparent process for dealing with complaints about our man and van and removal services. It applies to all customers who have booked or used our services, including home moves, office moves, single-item collections, and deliveries.

We aim to:

Respond to complaints promptly and courteously.

Investigate issues thoroughly and impartially.

Offer a clear explanation or remedy where appropriate.

Use feedback to improve our services and prevent issues from recurring.

2. What We Class as a Complaint

A complaint is any expression of dissatisfaction about our services, whether justified or not, where you expect a response or resolution. This may include, for example:

Concerns about the conduct, attitude or professionalism of our drivers or porters.

Issues relating to punctuality, cancellations, or changes to agreed times.

Concerns about how your belongings were handled, loaded, transported, or unloaded.

Disputes about charges, quotes, or payment terms.

Concerns about how your enquiry or booking was managed.

General feedback that does not require a response is always welcome, but it is not treated as a formal complaint unless you ask us to address it as one.

3. How to Make a Complaint

You can raise a complaint verbally or in writing. Wherever possible, we encourage you to contact us in writing, as this helps us to record the details clearly and investigate more efficiently.

When submitting your complaint, please include:

Your full name and the address relating to the booking.

The date of your move or service.

A clear description of what went wrong and when it occurred.

Any relevant supporting information, such as photos, job references, or written notes.

What outcome or resolution you are seeking, if you have a preference.

4. Time Limits for Making a Complaint

To allow us to investigate effectively, we ask that you submit your complaint as soon as possible after the issue arises.

For service quality concerns, such as conduct or punctuality, we recommend raising these within 7 days of your move or service.

For concerns relating to damage or loss of items, please notify us as soon as you become aware of the issue, providing details and any supporting evidence.

While we will always do our best to help, delays in reporting a problem may affect the options available for resolving it.

5. Our Complaints Handling Stages

Stage 1: Initial Review and Acknowledgement

Once we receive your complaint, we will record it and carry out an initial review. We will acknowledge your complaint as soon as reasonably practicable. In this acknowledgement, we will confirm that we have received your concerns and, where necessary, may request any further information we need to investigate properly.

Stage 2: Investigation

A member of our team will investigate your complaint fairly and objectively. This may include:

Reviewing your booking details, job notes and any written communication.

Speaking with the driver or team members involved.

Examining any photographs, invoices, or other relevant documents you have provided.

We will aim to complete our investigation and provide a response within a reasonable timeframe. If the matter is complex and we need more time, we will let you know and keep you updated on progress.

Stage 3: Response and Outcome

After we have investigated your complaint, we will provide a clear written response setting out:

Our understanding of your complaint.

The steps we took to investigate the matter.

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

Any proposed resolution, remedy, or explanation.

Possible outcomes may include an apology, an explanation, corrective action, a goodwill gesture, or other appropriate steps depending on the circumstances.

6. If You Are Not Satisfied With the Outcome

If you are not satisfied with our response, you may ask for your complaint to be reviewed again. In doing so, please explain why you remain dissatisfied and identify any information you believe has not been taken into account.

We will arrange for a further review, where possible by someone who was not directly involved in the original investigation. Following this review, we will provide a final response explaining our position.

7. Our Commitment to Fairness and Respect

We take all complaints seriously and aim to handle them in a way that is fair, respectful and free from discrimination. We expect our staff to act courteously at all times, and we ask that customers treat our team with the same consideration.

We may decline to engage with complaints that are abusive, threatening, or clearly frivolous, but this will only occur in exceptional circumstances and will not prevent us from addressing valid concerns raised in a reasonable manner.

8. Using Complaints to Improve Our Service

Complaints and feedback are an important part of how we improve our removal and man and van services. We regularly review the issues raised to identify patterns, training needs and opportunities for improvement. This may include refining our booking process, updating staff training, revising procedures, or improving communication with customers before, during and after their move.

9. Confidentiality and Data Protection

All complaints are handled in confidence and in line with our data protection responsibilities. Information relating to your complaint will only be shared with those who need it in order to investigate and resolve the matter. We store complaint records securely and retain them only for as long as necessary for legitimate business and legal purposes.

10. Policy Review

This Complaints Procedure is reviewed regularly to ensure it remains clear, effective and appropriate for our customers and the services we provide. By continually reviewing and updating our approach, we aim to give every customer confidence that their concerns will be taken seriously and handled professionally.

If you have any questions about this Complaints Procedure, or if you would like assistance in making a complaint, please contact us and we will be happy to help you through the process.