Man with Van Childs Hill Complaints Procedure
This complaints procedure explains how Man with Van Childs Hill handles concerns and complaints about our removal and transport services. Our aim is to resolve issues fairly, promptly and transparently, and to use all feedback to improve how we operate.
Our Commitment to Customers
We understand that moving items, whether for a home or small business, can be stressful. If something goes wrong, we want to know about it and to put matters right where we reasonably can. We are committed to:
Listening carefully to what you tell us
Investigating concerns in a fair and unbiased way
Responding within clear timeframes
Explaining our decisions and the reasons behind them
Learning from complaints to improve our removal services
What This Procedure Covers
This procedure applies to complaints about any aspect of our man and van and removal services, including:
Booking, scheduling and arrival times
Conduct, attitude or behaviour of our staff
Handling, loading, unloading or transportation of goods
Charges, quotations, payments and invoices
Service quality, communication or service delivery
Loss of or damage to items during a move
Raising an Informal Concern
Many issues can be resolved quickly if raised at the time they occur. If you are unhappy with any part of our service on the day of your move, please speak to the driver or team leader first. They will do their best to resolve the issue immediately, where it is safe and reasonable to do so.
If the team on site cannot resolve your concern, or if you prefer not to raise the issue directly with them, you can ask for your concern to be escalated as a formal complaint following the steps below.
How to Make a Formal Complaint
To help us investigate properly, please make your complaint in writing wherever possible. When submitting your complaint, include the following information:
Your full name
The date and location of the service
Your booking or reference details, if available
A clear description of what happened
Details of any conversations already held with our staff
Any evidence that may assist, such as photographs of damage or copies of documents
Please make your complaint as soon as possible after the event, so that we can investigate while details are still clear and records are easily accessible.
Stage One: Acknowledgement and Initial Review
Once we receive your written complaint, we will:
Acknowledge receipt of your complaint within five working days
Assign a person with appropriate responsibility to review your case
Check that we have enough information to start an investigation
If more information is needed, we may contact you to clarify details before we can proceed. This helps ensure that we understand the full circumstances of your complaint.
Stage Two: Investigation of Your Complaint
The person handling your complaint will carry out a fair investigation. This may include:
Reviewing your booking details and service records
Speaking with the staff involved in your move
Reviewing any photographs, messages, or other evidence
Considering our terms and conditions and relevant procedures
We aim to complete this investigation and provide a written response within 20 working days of acknowledging your complaint. If the matter is complex and more time is needed, we will let you know and provide an updated timescale.
Stage Three: Our Response and Outcome
When our investigation is complete, we will send you a written response that will include:
A summary of your complaint
Details of what we have investigated
Our findings and conclusions
Any actions we propose to take
Where appropriate, this may include an apology, an explanation of what went wrong, corrective action, or another form of resolution in line with our terms and conditions.
If You Are Unhappy with the Outcome
If you are not satisfied with the outcome of your complaint, you may request a further review. In your request, please explain why you remain dissatisfied, and identify any points you believe have not been addressed.
A more senior member of our team will then review the handling of your complaint and our decision. This review is aimed at confirming whether the process was fair and complete. Once this review is finished, we will confirm our final position in writing.
Time Limits and Evidence
We recommend raising complaints as soon as reasonably possible, ideally within 14 days of the service being provided. Complaints made significantly later may be more difficult to investigate, as records and recollections may not be as clear.
For complaints involving alleged loss or damage, it is helpful if you document the issue promptly. Photographs, inventories and any relevant paperwork can assist us in reaching a fair decision.
Standards of Behaviour
We expect our staff to treat all customers with courtesy and respect throughout the complaints process, and we expect the same from customers. We will not tolerate abusive, threatening or discriminatory behaviour towards our staff. Where necessary, we may end communication if such behaviour occurs, after explaining why we are doing so.
Use of Feedback
All complaints, whether upheld or not, are recorded and monitored. We regularly review this information to identify any trends or areas where our removal services can be improved. This may include additional staff training, updated procedures, or changes to how we communicate with customers before, during and after a move.
Changes to This Complaints Procedure
Man with Van Childs Hill may update this complaints procedure from time to time to reflect changes in our services, internal processes, or relevant guidance. The version in force at the time you make your complaint will be the one applied to your case.
Contacting Us
If you wish to make a complaint or ask any questions about this procedure, please contact us using your usual method of communication with our office or booking team. We will guide you through the next steps and explain how this complaints process applies to your situation.
