Complaints Procedure

Man with Van Colney Hatch Complaints Procedure

Man with Van Colney Hatch is committed to delivering professional and reliable removal and man and van services. We aim to handle your belongings with care and to provide a smooth, stress-free experience for all customers. However, we recognise that from time to time things may not go as planned. This Complaints Procedure explains how you can raise concerns, how we will respond, and what you can expect from us at each stage.

Our Commitment to You

We take all complaints seriously and use them as an opportunity to review and improve our services. Whether your complaint relates to packing, loading, transport, delivery timings, conduct of staff, or any other aspect of our man and van or removal services, we will handle your concerns fairly, promptly and respectfully.

Our goals when handling a complaint are to:

Understand clearly what has gone wrong from your point of view.

Investigate the matter thoroughly and impartially.

Explain our findings and any decisions in plain language.

Offer a suitable resolution where appropriate.

Use your feedback to improve how we operate in the future.

What We Class as a Complaint

A complaint is any expression of dissatisfaction about our service, whether it is justified or not. This can include, but is not limited to:

Concerns about how your items were handled, packed, loaded, transported or unloaded.

Disputes about the quality of service, including punctuality and communication.

Issues regarding agreed pricing or unexpected charges.

Concerns about the attitude, behaviour, or professionalism of our team members.

Problems arising from scheduling, route planning, or access arrangements during your move.

You can make a complaint during or after your move. We encourage you to raise any issues as soon as possible so that we can address them quickly.

How to Make a Complaint

You can raise a complaint in the way that is most convenient for you. You may choose to do so verbally to a member of our team at the time of service, or in writing afterwards. Written complaints should clearly set out the following details so that we can investigate effectively:

Your full name and, if relevant, company name.

The date of your move or service and the collection and delivery locations.

A clear description of what went wrong and when it happened.

Any relevant reference numbers or booking details.

Details of any damage, loss, delay, or other problem you experienced.

What outcome or resolution you are seeking, if you have a preference.

If you are unable to provide all of this information, please still contact us. We will work with you to gather any further details required.

Stage One: Initial Review and Response

Once we receive your complaint, we will acknowledge it within a reasonable timeframe. Where possible, we will do this within five working days. At this stage, we will:

Log your complaint in our internal system.

Confirm that we have received your complaint and outline the next steps.

Identify the most appropriate person to handle the investigation.

We may need to contact you to clarify details, request photographs, or ask further questions about the incident. This helps ensure that our understanding of the situation is accurate before we reach any conclusions.

Stage Two: Investigation and Outcome

After the initial acknowledgement, we will investigate your complaint. This may include:

Reviewing your booking information, inventory, and any agreed instructions.

Speaking to the team members involved in your move.

Reviewing any internal notes or reports relating to your job.

Considering any relevant policies, terms and conditions, or service standards.

We aim to provide a full written response within 20 working days of acknowledging your complaint. If the matter is more complex and we require additional time, we will let you know and provide an estimated timeframe for our full response.

Our written outcome will explain:

What we have understood your complaint to be about.

What investigation we carried out.

Our decision and the reasons for it.

Any offer of remedy, such as an apology, corrective action, or other resolution where appropriate.

Stage Three: Further Review

If you are not satisfied with our initial outcome, you may request a further review. In this case, where possible, your complaint will be reviewed by a more senior member of the team who was not involved in the original decision.

For the further review, we will:

Reconsider the details of your complaint and our first response.

Review any new information or evidence you provide.

Check that our procedures were followed correctly.

We will aim to provide a final response to this further review within 20 working days, or inform you if more time is needed. This response will be our final position on the complaint.

Complaints Involving Damage or Loss

If your complaint relates to damage or loss of belongings, it is important that you notify us as soon as possible. In such cases we may ask you for:

Clear photographs of any damage.

Details of the items affected, including make, model, and approximate age.

Any supporting documents that may assist, such as receipts or valuations where relevant.

We will review each case individually, taking into account the condition of items before the move, any pre-existing damage, and the circumstances of the service. Any offer of remedy will be made in line with our terms and conditions and any applicable limitations of liability.

Fair Treatment and Confidentiality

You will always be treated with respect when raising a complaint, and you will not be disadvantaged for doing so. We expect our staff to be courteous and professional throughout the process. We also expect customers to communicate with our team in a respectful manner.

All complaints will be handled in confidence, and information will only be shared internally where necessary for investigation and resolution. We will store complaint records securely and retain them for an appropriate period to help us monitor performance and improve our services.

Using Feedback to Improve Our Service

Every complaint, whether upheld or not, is reviewed to identify any patterns, training needs, or procedural changes that could help us improve. We regularly assess feedback about our man and van and removal services to ensure that lessons are learned and standards continue to rise.

By clearly setting out this Complaints Procedure, Man with Van Colney Hatch aims to give you confidence that your concerns will be taken seriously and handled properly. We value your feedback and appreciate the opportunity to put things right if problems occur.