Complaints Procedure

Complaints Procedure for Man with Van Greenford Customers

This complaints procedure explains how customers of Man with Van Greenford can raise concerns about our removal and man with a van services, and how we will work to resolve them. We aim to provide a straightforward, fair and timely process so that any issues are handled professionally and transparently.

Our Commitment to Customers

Man with Van Greenford is committed to delivering reliable removal and transport services. We recognise that occasionally things can go wrong. When that happens, we want to know about it so we can put matters right and improve our service for the future.

All complaints are taken seriously, whether they relate to bookings, punctuality, conduct of staff, handling of goods, charges, or the quality of our removal services. We will always treat you with respect and expect our staff to be treated with respect in return.

What Counts as a Complaint

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

Concerns about how your belongings were handled or transported during removal jobs. Disputes about prices, estimates, or charges applied to your move. Issues about communication before, during or after your booking. Problems with punctuality, delays or non-attendance. Concerns about behaviour, attitude or professionalism of our staff or drivers. Dissatisfaction with how a previous concern or enquiry was handled.

You do not need to use any special language to make a complaint. If you tell us that you are unhappy with our service and want us to look into it, we will treat it as a complaint.

How to Make a Complaint

You can make a complaint using any written method that is convenient for you, such as a contact form or written correspondence through our usual channels. When raising a complaint, please provide as much detail as you can to help us investigate, including:

Your full name. The date of your removal or man with a van service. The pick-up and delivery locations. A clear description of what went wrong or what you are unhappy about. Any relevant booking references or job numbers. Details of any losses, damage, extra costs or inconvenience you believe you have suffered. What outcome you are seeking, if you have a preferred resolution.

We encourage customers to raise complaints as soon as possible after the event, especially where damage or loss is involved, so that we can investigate while details and evidence are still available.

Our Complaints Handling Process

Once we receive your complaint, we will follow a structured process to ensure it is handled fairly and consistently.

Acknowledgement. We will acknowledge your complaint within a reasonable time frame, normally within five working days. In our acknowledgement, we may ask for any additional information or evidence we need, such as photographs of damage or copies of receipts.

Investigation. A member of our team who was not directly involved in the issue will review your complaint. They may contact you for clarification, speak to the staff involved, and check booking records, job sheets and any relevant communication.

Assessment and decision. We will consider all the information available and decide whether your complaint is upheld in full, upheld in part, or not upheld. We will assess whether our service met our own standards and any applicable contractual terms.

Response. We will write to you with a clear explanation of our findings and the reasons for our decision. Where appropriate, we will outline any proposed remedy or steps we will take to put things right.

Timeframes for Response

We aim to resolve most complaints within 20 working days from acknowledgement. If a complaint is more complex, or if we are waiting for additional information, it may take longer. In such cases, we will keep you informed about the progress and provide an updated timeframe.

Some matters, such as alleged loss or damage to goods during removal, may require more detailed investigation and may involve review of any agreed terms and conditions. We will always try to balance a thorough investigation with a prompt response.

Possible Outcomes and Remedies

Depending on the circumstances of your complaint, possible outcomes may include:

An apology and explanation of what went wrong. Confirmation of corrective action, such as staff training or process changes. A review or adjustment of charges, where appropriate. A goodwill gesture, where justified by the inconvenience caused. Consideration of compensation or contribution towards reasonable costs, in line with our contractual obligations and any agreed limits on liability.

Any remedy offered will take into account the specific facts of the complaint, any evidence supplied, the service booked, and the applicable terms and conditions in place at the time of your move.

If You Are Not Satisfied

If you are unhappy with our final response, you may reply outlining why you disagree with our decision or remedy. We will review any new information you provide and let you know whether this changes our position.

Once we have completed our internal review, we may not be able to take the matter further internally. At that stage you may wish to seek independent advice. Our internal complaints process does not affect any statutory rights you may have under consumer law.

Recording and Using Complaints to Improve

We record all formal complaints received about our removal and man with a van services. This information is used to:

Identify recurring issues or trends. Improve our booking, scheduling and handling processes. Provide feedback and training to staff and drivers. Review our customer communication and documentation.

By learning from complaints, we aim to continuously improve the quality, reliability and professionalism of our services for all customers.

Confidentiality and Data Protection

All complaints are handled in line with our obligations under applicable data protection laws. Information you provide will be used only for investigating and resolving your complaint, for monitoring our service quality, and for any legal or regulatory requirements. We will keep your personal data secure and only share it where necessary and lawful.

Accessibility and Assistance

We want our complaints process to be accessible to all customers. If you need help to make a complaint or require us to communicate with you in a particular way, please let us know through our usual contact channels. We will make reasonable adjustments so that you can explain your concerns and receive a clear response.

Man with Van Greenford values every customer and views complaints as an opportunity to put things right and strengthen trust in our removal and transport services.