Complaints Procedure

Complaints Procedure for Man With a Van North Sheen

Man With a Van North Sheen is committed to providing a reliable, professional and respectful removal and transport service. We recognise that, on occasion, things may not go as planned. When this happens, we want to hear about it so we can put things right and improve our services for future moves.

Purpose of This Complaints Procedure

This complaints procedure explains how you can raise a concern or complaint about any aspect of our man with a van or removal services, how we will deal with your complaint, and what you can expect from us at each stage. It applies to all customers using our services, from single-item transport to full household or office moves.

What We Class as a Complaint

A complaint is any expression of dissatisfaction about the standard of service you have received from Man With a Van North Sheen. Complaints may relate to, for example:

• The conduct, attitude or behaviour of our team during a move
• Punctuality, delays or missed collection or delivery slots
• Handling, loading or unloading of items, including alleged damage or loss
• Accuracy of information given before, during or after a booking
• Clarity of pricing, quotations, or additional charges
• Any other aspect of the removal or man with a van service you are unhappy with

Raising a Complaint Informally

Many concerns can be resolved quickly and informally. Where possible, please raise any issue with our driver or team leader at the time of your move. They will do their best to resolve the matter on the spot, where it is safe and practical to do so.

If the issue cannot be resolved immediately, or you prefer not to raise it during the move, you can contact our office after the job has been completed. Provide your name, the date of your move, collection and delivery locations, and a brief explanation of the problem so that we can identify your booking.

Making a Formal Complaint

If you are not satisfied with the outcome of an informal discussion, or if the matter is serious, you can make a formal complaint. To help us investigate your complaint fully and fairly, please provide:

• Your full name and any reference or booking details you have
• The date and approximate time of your move or service
• The locations involved in the collection and delivery
• A clear description of what went wrong and when
• Details of any conversations you have already had with our staff
• Any supporting information, such as photographs of alleged damage or copies of agreements

We encourage you to submit your complaint as soon as possible after the incident, and ideally within 7 days of the service being completed, particularly if it relates to damage or loss of items. This helps ensure the facts are fresh and can be properly investigated.

Our Acknowledgement and Response Times

Once we receive your formal complaint, we will:

• Acknowledge receipt of your complaint within 3 working days
• Allocate a member of our management team to review and investigate your complaint
• Aim to provide a full written response within 14 working days of acknowledging your complaint

If your complaint is complex or requires additional information, we may need more time. In such cases, we will let you know, explain the reason for the delay, and give you an updated timescale for our response.

How We Investigate Complaints

During our investigation, we may:

• Review your booking details, inventory and any written instructions
• Speak with the driver and any team members who carried out your move
• Examine photographs, delivery notes, or damage reports (if applicable)
• Assess our internal procedures to identify any errors or gaps in service

We aim to approach every complaint impartially, listening carefully to your account and comparing it with the information provided by our staff and our records.

Possible Outcomes and Remedies

When our investigation is complete, we will explain our findings and any action we propose to take. Depending on the nature of the complaint, possible outcomes may include:

• An explanation and, where appropriate, an apology
• Clarification of our policies or procedures
• Corrective action to improve our services and staff training
• Practical steps to resolve a specific problem, where this is possible
• Consideration of compensation or contribution to repair or replacement costs, in line with our terms and conditions and any applicable cover

Any offer of remedy will take into account the information available, the extent of any proven loss or inconvenience, and any relevant contractual limits or declarations agreed before the move.

If You Are Not Satisfied With the Outcome

If you remain unhappy after receiving our formal response, you may request a review of your complaint. A different member of the management team, not previously involved, will reassess the case and the steps taken. We will then provide a final response explaining whether we are able to change our decision and why.

Once our final response has been issued, our internal complaints process will be considered complete. You may at that point choose to seek independent advice about your options.

Our Commitment to Continuous Improvement

We treat all complaints as an opportunity to learn and improve. Feedback from customers helps us refine our processes for moving, loading, packing and customer communication. We regularly review complaint trends to identify training needs and strengthen our service across our operating area.

Confidentiality and Data Protection

All complaints are handled in confidence. Information you provide will be used only for the purpose of investigating and resolving your complaint, training our staff and improving our services. We will store and process any personal information you give us in line with our data protection obligations.

Availability of This Procedure

This complaints procedure is available to all customers of Man With a Van North Sheen and can be provided in writing upon request. If you have any questions about how to use this procedure, please contact us before or after your move so we can explain the process in more detail.