Complaints Procedure For Man with Van Morden
Man with Van Morden is committed to providing a reliable and professional removal service. We recognise that, on occasion, 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 at each stage. Our aim is to resolve issues quickly, fairly, and transparently.
Scope of this complaints procedure
This procedure covers complaints relating to our man and van and removal services, including local moves, longer distance transport, packing, loading, unloading, handling of goods, timing of services, conduct of staff and pricing or invoicing issues. It is intended for private and business customers who have booked or received services from Man with Van Morden.
This procedure does not cover general enquiries, requests for quotes or feedback that is not about a specific problem. However, we still welcome all comments about our service as they help us improve.
Our complaints principles
When you raise a complaint with Man with Van Morden, we will:
Listen carefully to your concerns and treat you with respect and courtesy.
Take every complaint seriously, regardless of the value of the job.
Investigate what happened in a fair and objective way.
Respond within reasonable timeframes and keep you informed of progress.
Offer an explanation, apology where appropriate, and a suitable resolution.
Use the outcome of complaints to improve our removal and transport services.
How to make a complaint
You can make a complaint as soon as you become aware of a problem. It is helpful if you raise it as close as possible to the date of the service so that we can investigate thoroughly.
When making a complaint, please provide the following information so we can deal with it efficiently:
Your full name and the name under which the booking was made.
The date of your move or man and van service.
The collection and delivery locations.
A clear description of what went wrong, including times and any relevant details.
Any evidence that may help us investigate, such as photographs of damage, inventory lists or driver names if known.
You may raise a complaint in writing or verbally. If you complain verbally, we may ask you to confirm key details in writing to ensure accuracy.
Time limits for raising a complaint
To allow a proper investigation, we recommend that complaints are raised within seven days of completion of the job. Concerns about damage to goods should be reported as soon as reasonably possible after you become aware of the issue. While we will consider complaints raised later, the passage of time may limit the evidence available and affect what we can do.
Stage one: Initial review and response
Once we receive your complaint, we will acknowledge it as soon as practicable. At this first stage we will:
Record your complaint in our internal system.
Check the details of your booking and the services provided.
Where possible, speak with the driver or crew involved.
Review any documents, photos or other information you have supplied.
We aim to provide an initial response within ten working days. In many cases we are able to resolve the issue at this stage by offering an explanation, clarification, corrective action or an appropriate form of redress.
Stage two: Further investigation
If you are not satisfied with the outcome of stage one, you can ask for your complaint to be reviewed at stage two. When doing so, please explain why you are unhappy with the initial response and what outcome you are seeking.
At stage two, a different member of our team, not directly involved in the service, will review the complaint. They may:
Reassess all the evidence and information gathered.
Request additional details from you or from staff involved.
Consider relevant terms and conditions that applied to your booking.
Discuss possible resolutions with you.
We aim to provide a stage two outcome within a further ten working days, although complex cases may take longer. If an extension is required, we will let you know and explain why.
Possible outcomes and resolutions
The outcome of your complaint will depend on the nature of the issue and the findings of our investigation. Potential resolutions may include:
A detailed explanation of what happened and why.
A written apology where we have fallen short of our standards.
Corrective action, such as revisiting the property or adjusting an invoice where appropriate.
Consideration of goodwill gestures in suitable cases, in line with our terms and any applicable limitations.
Where loss or damage to goods is involved, our liability will be assessed in line with the terms agreed at the time of booking, including any declared values, exclusions and limits.
Your responsibilities
To help us resolve your complaint effectively, we ask that you:
Provide accurate and complete information about what happened.
Retain relevant evidence, such as photographs of any claimed damage.
Communicate with our team in a respectful and constructive way.
Allow us reasonable time to investigate and respond.
Cooperate with any reasonable requests for further information.
Confidentiality and data protection
All complaints are handled in confidence. Information you provide will only be shared with those who need it in order to investigate and respond to your complaint. We will handle your personal information in line with our obligations under data protection law and our internal policies.
Continuous improvement
Feedback and complaints are an important part of our commitment to improve our removals and man and van services. We regularly review complaints received, identify any patterns or recurring issues and, where necessary, update our working practices, staff training and operational procedures to reduce the likelihood of similar problems in future.
Review of this procedure
Man with Van Morden may review and update this complaints procedure from time to time to reflect changes in the law, industry standards or our internal processes. The version in force at the time you submit your complaint will apply to the way it is handled.
If you have concerns about any part of this complaints procedure, you may raise them with us so that we can clarify or improve it where appropriate.
