Man with Van St Margarets Complaints Procedure

This Complaints Procedure explains how customers of Man with Van St Margarets can raise concerns about our man and van and removal services, and how those concerns will be handled. Our aim is to deal with all complaints fairly, promptly and transparently, and to use feedback to continually improve our services.

Purpose and scope

This procedure applies to all customers who have used, or have booked, our man and van or removal services. It covers issues such as service quality, conduct of staff, damage to goods, punctuality, communication, and billing disputes. It does not cover employment or contractor disputes, which are handled separately.

We encourage customers to raise any concerns as soon as possible so that we have the best chance of resolving matters quickly and informally.

Our commitment to you

When you make a complaint, Man with Van St Margarets will:

1. Treat your complaint seriously and with respect.
2. Acknowledge your complaint and explain the next steps.
3. Investigate the matter in a fair and impartial way.
4. Aim to resolve the issue promptly, usually within clearly stated timescales.
5. Keep you informed of progress and outcomes.
6. Use what we learn to improve our removal and transport services.

Informal resolution where possible

Many issues can be resolved quickly by speaking directly with the driver or team leader on the day of your move or collection. If something is not right with your man and van service, please raise it with them immediately, so they have the opportunity to put things right on the spot where possible.

If the team on site is unable to resolve your concern, or if you are not satisfied with their response, you can escalate the matter using the formal complaints process below.

How to make a formal complaint

You can make a formal complaint in writing. Please provide as much detail as possible so that we can investigate thoroughly. Include:

1. Your full name.
2. The date of the service and the type of service provided, for example home removal, flat move, office move or man and van collection.
3. The address where the service took place and, if relevant, the delivery address.
4. A clear description of what went wrong, including times, locations and the people involved, if known.
5. Any relevant evidence, such as photographs of damage, inventory lists, or copies of invoices.
6. What outcome you are seeking, for example an explanation, an apology, a correction, or consideration of compensation in line with our terms and conditions.

We recommend submitting your complaint as soon as possible and ideally within 14 days of the service date. Complaints made after a long delay may be harder to investigate thoroughly, particularly in relation to removal jobs, where vehicles, routes and staff may have changed.

Acknowledgement of your complaint

Once we receive your formal complaint, we will acknowledge it and confirm that it is being reviewed. In most cases, acknowledgement will be provided within five working days. Where we need clarification, we may contact you to request additional information before progressing the investigation.

Investigation process

An appropriate member of the management team will investigate your complaint. The investigation may include:

1. Reviewing booking records, job sheets and any removal inventory relating to your service.
2. Checking route logs or journey details as appropriate to the man and van job.
3. Speaking with the staff or drivers involved to obtain their account of events.
4. Examining any photographic evidence or reports of damage or loss.
5. Considering relevant terms and conditions and any agreed service specifications.

Our goal is to complete most investigations within 20 working days of receiving a complete complaint. If for any reason we need more time, we will inform you of the revised timescale and the reason for the delay.

Outcome and response

Once the investigation is complete, we will provide a written response setting out:

1. A summary of your complaint.
2. The steps we took to investigate the matter.
3. Our findings based on the evidence available.
4. Any actions we will take to resolve the issue or improve our services.
5. Where appropriate, an apology and any goodwill gesture or compensation to be considered, in line with our contractual obligations and service terms.

If we find that there has been a shortfall in our man and van or removal service, we will explain what went wrong and how we plan to prevent it happening again.

If you are not satisfied with the outcome

If you remain unhappy after receiving our written response, you can ask for your complaint to be reviewed. A more senior member of the team, who has not been directly involved in the original investigation, will conduct this review.

During the review we may re-examine evidence, request further information, or clarify any points in dispute. Once the review is complete, we will send you a final written response. This will normally be provided within 15 working days of your request for a review.

Claims relating to damage or loss

For complaints that involve possible damage or loss of items during a move or transport job, we may require additional documentation to consider a claim. This can include proof of ownership, proof of value, and photographs taken before and after the move.

You should notify us of any suspected damage or loss as soon as possible after the completion of the service. Where practicable, please retain damaged items for inspection until the complaint has been fully resolved.

Data protection and confidentiality

All complaints are handled in confidence. Information is only shared with staff who need it to investigate and resolve the issue. Any personal data provided in the course of a complaint will be processed in line with our data protection obligations.

Continuous improvement

Man with Van St Margarets aims to provide reliable and professional man and van and removal services in the local area. We welcome feedback, both positive and negative, and regularly review complaints to identify trends, update staff training, and improve our processes. By following this Complaints Procedure, we aim to ensure that every concern is given the attention it deserves and that our customers receive a fair and consistent service.