Complaints Procedure for Man with Van Stroud Green
Man with Van Stroud Green is committed to providing reliable and professional removal services to all customers. We recognise that, on rare occasions, things may not go as planned. This Complaints Procedure explains how you can raise concerns about our man and van or removal services and how we will manage, investigate, and resolve your complaint in a fair and timely manner.
1. Purpose and Scope of This Complaints Procedure
This procedure is designed to give customers a clear route to express dissatisfaction about any aspect of our service, including but not limited to bookings, handling of belongings, punctuality, staff behaviour, charges, or communication. It applies to all domestic and small business customers who have used our services or have a confirmed booking with us.
We use the information from complaints to review our working practices and improve the quality and reliability of our removals and man and van operations across our service area.
2. What We Class as a Complaint
A complaint is any expression of dissatisfaction about our service, whether justified or not, where you are seeking a response or resolution. Examples include:
Delays in arrival or completion of a removal job.
Concerns about the handling, loading, or unloading of items.
Disputes about fees, charges, or quoted prices.
Perceived unprofessional behaviour or conduct of staff or drivers.
Issues with communication before, during, or after the move.
This procedure does not cover general service queries or requests for quotations, which should be handled through our usual enquiries process.
3. How to Make a Complaint
You can make a complaint in writing or verbally. We encourage customers to raise issues as soon as possible so that we can address them promptly. When submitting a complaint, please provide the following information where possible:
Your full name and the address where the service was provided.
The date and approximate time of the job or booking.
A clear description of the issue and how it affected you.
Details of any relevant conversations with our staff or driver.
Any supporting information that may help us understand the situation, such as job references or inventory details.
If you make a complaint verbally, we may ask you to confirm key details in writing so that we can maintain an accurate record.
4. Time Limits for Raising a Complaint
We ask that complaints are raised within 14 days of the service being provided or the issue becoming apparent. This helps us to investigate while events are still recent and information is readily available. We may still review complaints submitted after this period, but our ability to investigate thoroughly could be limited.
5. Our Complaint Handling Stages
Stage 1: Initial Review
Once we receive your complaint, we will record it in our internal system. We aim to acknowledge receipt within five working days. The acknowledgement will confirm that we have received your complaint and explain the next steps.
Stage 2: Investigation
Your complaint will be reviewed by a responsible person who was not directly involved in the issue whenever possible. They may:
Review booking details, job records, and any relevant notes.
Speak with staff or drivers involved in the move.
Consider any photographs, item lists, or other supporting information you have provided.
During the investigation, we may contact you if we need clarification or additional information.
Stage 3: Response and Outcome
We aim to provide a full written response within 20 working days of acknowledging your complaint. If more time is required for a thorough investigation, we will let you know and provide an updated timescale.
Our response will normally include:
A summary of your complaint and the issues raised.
Details of how we conducted the investigation.
Our findings and any conclusions we have reached.
Any actions we propose to resolve your complaint.
Possible resolutions may include an explanation, an apology, corrective action, service improvements, or, where appropriate and at our discretion, a goodwill gesture.
6. If You Are Not Satisfied With the Outcome
If you are not satisfied with our Stage 3 response, you may ask for your complaint to be reviewed again. In your request, please explain which parts of our response you disagree with and why. We will arrange for a more senior member of our team to conduct a further review where practicable.
Following this review, we will provide a final response setting out our position. This represents the conclusion of our internal complaints process.
7. Claims for Loss or Damage
If your complaint relates to alleged loss of or damage to property during a removal or man and van service, please raise this with us as soon as you become aware of it. To help us assess your claim, we may ask for:
Photographs of the damaged items and any packaging.
A description of the items, including age and approximate value.
Information about the condition of the items before the move.
Any relevant receipts or proof of purchase if available.
All claims will be handled in line with our terms and conditions and any applicable limitations or exclusions agreed at the time of booking.
8. Our Commitment to Fairness and Confidentiality
We treat all complaints seriously and aim to handle them impartially, courteously, and with respect for your privacy. Information you provide in connection with a complaint will be used solely for the purposes of investigating and resolving your concerns and for improving our services. We will retain complaint records in line with our data retention practices and any legal or regulatory requirements.
9. Using Feedback to Improve Our Services
Feedback from complaints is an important part of how we improve our removals and man and van services. We regularly review complaint trends to identify recurring issues, training needs, and opportunities to enhance our reliability, communication, and customer care across the areas we serve.
By following this Complaints Procedure, Man with Van Stroud Green aims to ensure that any concerns are dealt with professionally and that customers feel heard, respected, and supported throughout the process.
