Complaints Procedure
Complaints Procedure for Man with Van Acton
Man with Van Acton aims to provide reliable, professional and efficient removal services for all customers. We recognise that, on occasion, things may not go as planned. 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.
1. Purpose of this Complaints Procedure
The purpose of this procedure is to set out a clear and fair process for dealing with complaints relating to our man and van and removal services. It applies to all customers who have booked transport, loading, unloading, packing assistance or related services with us. Our aim is to resolve complaints quickly, efficiently and in a way that is transparent for all parties.
2. What We Class as a Complaint
A complaint is any expression of dissatisfaction about our services, staff, vehicles, communication or the way we have handled a booking or job. This can include, for example:
Issues with punctuality, collection or delivery times.
Concerns about the handling, loading or unloading of your items.
Damage or loss of items during a move.
Concerns about staff conduct, behaviour or communication.
Disputes about charges, invoices or agreed services.
Any other matter where you believe we have not met our stated service standards.
3. Raising a Complaint Informally
In many cases, an issue can be resolved quickly by speaking to a member of our team as soon as the problem arises. If you are comfortable doing so, please raise your concerns with the driver or team leader on the day of your move. They will do their best to address the issue immediately where this is possible and safe to do so.
If the issue cannot be resolved on the spot, or if you remain unhappy with the explanation or outcome, you can proceed with a formal complaint as outlined below.
4. Making a Formal Complaint
You can make a formal complaint in writing. Written complaints help us keep a clear record of the issue and ensure that we fully understand what has happened.
When submitting your complaint, please include the following information where possible:
Your full name and the date of your removal or man and van service.
Any booking or reference number you were given.
The address for collection and delivery.
A clear description of what went wrong and when it occurred.
Details of any damage, loss or additional costs you believe you have incurred.
Copies of any supporting documents, such as photographs, inventory lists or receipts.
What outcome or resolution you are seeking.
Providing full details at the start will help us investigate your complaint thoroughly and respond more quickly.
5. Acknowledgement of Your Complaint
Once we receive your written complaint, we will acknowledge it within a reasonable time frame. The acknowledgement will confirm that we have received your complaint and that an investigation is underway. We will also provide an estimated timescale for our full response, depending on the complexity of the issues raised.
6. Investigation Process
We will investigate your complaint fairly and objectively. This may include:
Reviewing your booking details, inventory and any notes taken by our staff.
Speaking with the driver or team members involved in your move.
Reviewing photographs, condition reports or other evidence provided by you or our staff.
Assessing whether our usual procedures were followed correctly.
We may contact you during the investigation if we need further information or clarification. Our aim is to reach a balanced view of events and to understand both the facts and the impact on you.
7. Our Response and Possible Outcomes
Once the investigation is complete, we will provide you with a written response. This response will set out:
The details of your complaint as we understand them.
The steps we have taken to investigate the matter.
Our findings and any conclusions reached.
Any proposed remedies or actions we will take.
Possible outcomes may include an explanation or apology, service improvements, a review of internal procedures, or where appropriate and in line with our terms and conditions, financial compensation or a contribution towards repair or replacement costs.
8. Time Limits for Complaints
We ask that complaints relating to our man and van or removal services are raised as soon as reasonably possible. Prompt notification helps us investigate more effectively, particularly in relation to alleged damage or loss. Where damage to items is discovered, we recommend that you notify us in writing within a reasonable period after your move so that we can assess the situation accurately.
9. Escalating Your Complaint
If you are not satisfied with the outcome of your complaint, you may request that your case is reviewed again. In your escalation request, please explain why you are unhappy with the initial decision and provide any additional information that you believe has not been considered.
A further review will then be carried out, where possible by someone who was not directly involved in the original investigation. We will then provide you with a final response setting out our position.
10. Our Commitment to Continuous Improvement
We take all complaints seriously and use them as an opportunity to improve the quality and reliability of our removal and man and van services. Feedback and complaints help us identify areas where staff training, communication, planning or handling procedures can be strengthened. Where patterns or recurring issues are identified, we will review our practices and make changes where appropriate.
11. Privacy and Data Protection
All complaints are handled in line with our data protection obligations. Information you provide will be used only for the purpose of investigating and resolving your complaint, training staff and improving our services. We keep complaint records securely and only share information internally on a need-to-know basis.
12. Review of This Procedure
This Complaints Procedure is reviewed periodically to ensure it remains clear, fair and effective for customers using our removal and man and van services. We may update it from time to time to reflect changes in our operations, legal requirements or best practice in customer service.
