Complaints Procedure for Man and Van Removal Services
This complaints procedure explains how you can raise concerns about our man and van removal services and how we will respond. We are committed to providing professional, reliable removal services and to resolving any issues fairly and promptly.
Our Commitment to You
We aim to deliver a smooth, stress-free moving experience for every customer. If something goes wrong, we want to know about it. Your feedback helps us improve our home and business removal services across our operating area.
We will always aim to:
• Treat every complaint seriously and with respect.
• Acknowledge your complaint promptly.
• Investigate what has happened in a fair and balanced way.
• Provide a clear, written response and explanation.
• Where appropriate, put things right and learn from the outcome.
What This Procedure Covers
This procedure applies to all aspects of our man and van and removal services, including but not limited to:
• Local and longer-distance removals.
• Packing, loading, transport, and unloading of goods.
• Punctuality and conduct of our removal teams.
• Handling and care of your belongings.
• Customer service and communication before, during, and after your move.
• Billing and charges related to our services.
How to Make a Complaint
If you are unhappy with any part of our service, please let us know as soon as possible. This allows us to resolve most issues quickly and informally.
Step 1: Raise the Issue Informally
Where possible, speak to a member of the team on the day of your move. Many concerns can be resolved on the spot by the driver, removal staff, or the office contact who arranged your booking.
When raising an issue, please provide:
• Your full name and the address where the service was provided.
• The date of the move and any booking or reference details you have.
• A clear description of what went wrong and when it happened.
• Details of any immediate impact or loss.
Step 2: Make a Formal Complaint
If your concern cannot be resolved informally, or you remain dissatisfied, you may make a formal complaint in writing. Written complaints allow us to log, track, and review your case properly.
In your written complaint, please include:
• Your full name and postal address.
• The date the service took place and details of the service booked.
• A detailed description of the issues you experienced.
• Any supporting information, such as photographs of damage or copies of documents.
• What outcome you are seeking, for example an explanation, apology, or review of charges.
Timeframes for Complaints
We recommend submitting your complaint as soon as possible after the service, and within 14 days where practical. This helps us investigate effectively while details are still fresh and evidence such as schedules or notes are easily accessible.
We understand that some issues, such as damage discovered later, may not be noticed immediately. In these cases, please contact us as soon as you become aware of the problem.
How We Handle Your Complaint
Once we receive your formal complaint, we will follow a clear process to ensure fairness and transparency.
Acknowledgement
We will acknowledge receipt of your complaint and confirm that it is being reviewed. In our acknowledgement, we will explain the next steps and provide an estimated timescale for our response.
Investigation
We will review all relevant information, which may include:
• Your original booking details and service agreement.
• Notes from our team, including drivers and removal staff.
• Any photographs, videos, or other evidence you provide.
• Timings of arrival and departure and records of any delays or incidents.
We may contact you for further information or clarification while we carry out our investigation.
Response and Outcome
Once our investigation is complete, we will provide a clear written response. This will set out:
• Our understanding of your complaint.
• The findings of our investigation.
• Any conclusions we have reached.
• Any steps we will take to resolve the matter or prevent a recurrence.
Where appropriate, possible outcomes may include an explanation, apology, corrective action on future bookings, or a review of charges in line with our terms and conditions.
If You Are Not Satisfied
If you are not satisfied with the outcome of your complaint, you may ask for your case to be reviewed. In this review, a different member of staff or manager will re-examine your complaint, the investigation, and the decision reached.
We will then provide a final response, explaining whether the decision is upheld, varied, or overturned, and why.
Claims for Loss or Damage
If your complaint relates to loss or damage of items during a removal service, we may need additional information to process your claim. This can include proof of ownership, photographs, and details of the condition of items before the move.
All claims are subject to our standard terms and conditions, including any limits of liability that apply to our man and van services. We will explain how these terms apply to your particular case as part of our response.
Using Feedback to Improve Our Services
Every complaint is an opportunity for us to review our practices and improve our removal services for customers. We regularly analyse complaints data to identify patterns, training needs, and any operational changes that can reduce the likelihood of similar issues in future.
Privacy and Data Protection
All complaints are handled in confidence. Any personal information you provide will be used only for the purpose of managing and resolving your complaint, and for monitoring the quality of our services. Information is stored and processed in line with applicable data protection requirements.
Summary
We want your experience with our man and van removal services to be positive from start to finish. If something does go wrong, this complaints procedure ensures that your concerns are listened to, investigated properly, and responded to clearly and fairly. By working together, we can resolve issues and continue to provide reliable, professional removals throughout our service area.
