Complaints Process for Man with Van Chadwell Heath

Man with Van Chadwell Heath aims to provide a reliable and professional service for all removal and man and van customers. We understand that occasionally things may not go as planned. This complaints procedure explains how you can raise a concern, how we will respond, and what you can expect from us at each stage.

Our Commitment to Handling Complaints

We treat all complaints seriously and use them to improve our services. When you raise a concern about a removal, collection, delivery, packing, or transport service, we will:

1. Acknowledge your complaint promptly.
2. Investigate fairly and thoroughly.
3. Aim to resolve the issue as quickly as possible.
4. Keep you informed throughout the process.
5. Use the findings to improve how we operate.

What Counts as a Complaint

A complaint is any expression of dissatisfaction about our services, whether you feel that:

1. The quality of the moving or transport service did not meet your expectations.
2. There was damage or loss to your belongings during loading, transit, or unloading.
3. Our team did not act in a professional, polite, or respectful manner.
4. Timescales, arrival times, or agreed work were not followed.
5. Charges differed from the agreed quotation or invoice without clear explanation.

You do not need to label your concern as a complaint. If you tell us you are unhappy with any part of our service, we will treat it as a complaint and follow this procedure.

How to Make a Complaint

You can raise a complaint in writing, providing as much detail as possible about the issue. Written complaints help us gather the information we need and keep a clear record of everything that has happened.

When submitting your complaint, please include:

1. Your full name and any reference you were given for the booking.
2. The date of the service and the locations involved in the move or collection.
3. A clear description of what went wrong and when it happened.
4. Details of any damage, loss, delay, or behaviour you are unhappy with.
5. Any evidence you can provide, such as photos of items, condition reports, or written notes.
6. What outcome you would consider to be a fair resolution, for example an explanation, apology, rectification work, or financial consideration.

Timescales for Raising a Complaint

To allow us to investigate effectively, we ask that you raise any complaint as soon as possible after the service has taken place. Where the complaint relates to damage or loss of items, we recommend you notify us promptly, ideally within a short period of discovering the issue, so that we can assess the circumstances accurately.

How We Will Respond

Once we receive your complaint, we will follow these stages:

Stage 1: Acknowledgement
We will acknowledge your complaint and confirm that it is being reviewed. At this stage, we may ask you for any additional details or evidence we need to investigate properly.

Stage 2: Investigation
We will review your booking information, service notes, and any relevant photographs or records. We may speak to the team members involved in your move or transport job. Our aim is to understand what happened, why it happened, and what we can do to put things right.

Stage 3: Outcome
When the investigation is complete, we will provide you with a written response setting out our findings. Where appropriate, this may include:

1. An explanation of what occurred and why.
2. An apology where we have fallen short of our standards.
3. Details of any corrective action or service improvements we will implement.
4. Information about any proposed remedy, which may include repair, replacement, or a financial adjustment, in line with our terms and conditions.

Remedies and Limitations

Any remedy we offer will be guided by the nature of the issue, the impact on you, and our contractual terms. In the case of damage or loss, we will consider factors such as:

1. The condition of items prior to moving.
2. The packing and protection used.
3. The information provided to us at booking stage, including any special handling requirements.
4. Any existing limits on liability set out in our terms of service.

We will always seek a fair and reasonable outcome, but we cannot offer remedies that fall outside our agreed contractual responsibilities.

If You Are Still Unhappy

If you are not satisfied with the outcome of your complaint, you may request that we review the decision again. You should clearly explain why you disagree with the findings or remedy offered and provide any new information or evidence that you believe has not been considered.

We will then carry out a final review. After this stage, we will confirm our final position on the matter. This concludes our internal complaints procedure.

Using Complaints to Improve Our Service

We regularly review the complaints we receive to identify any patterns or recurring issues in our removal and man and van work. Where we see opportunities to improve, we might:

1. Update training for our team members.
2. Review packing, loading, and handling procedures.
3. Adjust our booking and quotation process to make information clearer.
4. Improve communication about timings, access requirements, and customer responsibilities.

By following this approach, we aim to reduce the chances of similar issues arising in the future and ensure a more reliable moving experience across our service area.

Keeping Records of Complaints

We keep records of all complaints, investigations, and outcomes. These records help us provide consistent responses, demonstrate how we have handled concerns, and show what actions we have taken to improve our services over time.

Review of This Complaints Procedure

This complaints procedure is reviewed regularly to ensure it remains clear, fair, and effective for customers using our removal and man and van services. Any changes will apply to complaints received after the updated procedure is published.