Complaints Procedure

Complaints Procedure for Man with Van Bayswater

Man with Van Bayswater aims to provide a reliable, professional and courteous moving service for every customer. We recognise that, on occasion, things may not go as planned. This complaints procedure explains how you can raise a concern about our services and how we will respond, investigate and seek to put things right.

Purpose of this Complaints Procedure

The purpose of this procedure is to give customers a clear and fair process for raising complaints about any aspect of our man and van or removal services. It sets out the steps we will follow, the timescales we aim to meet, and the outcomes you can expect. Using this process does not affect your statutory rights.

What You Can Complain About

You can use this procedure to complain about any part of our moving or transport services, including:

Service quality, punctuality, conduct or attitude of staff, drivers or porters, care and handling of your belongings during loading, transit or unloading, communication before, during or after your move, issues with documentation such as quotations or invoices, delays or changes to agreed dates or times, any other aspect of our work that you feel has fallen below your reasonable expectations.

We treat all complaints seriously, whether they relate to a single journey or a larger removal service.

Who Can Make a Complaint

This procedure is available to all customers who have used, or attempted to use, our services. Complaints can be made by the customer directly or by an authorised representative acting on the customer’s behalf, provided they have the customer’s permission to do so.

How to Make a Complaint

We encourage you to raise any concerns as soon as possible so that we can address them promptly. You may submit a complaint in writing, providing as much detail as you can about the issue. Please include:

Your full name, relevant dates and times of the job or journey, the pick up and delivery locations, a clear description of what went wrong, any relevant supporting information such as photos, job references or written notes, what outcome you are seeking, for example an explanation, apology, corrective action or compensation.

We strongly recommend that complaints are made in writing so there is a clear record of your concerns and our responses.

Time Limits for Submitting Complaints

To help us investigate effectively, you should raise your complaint as soon as reasonably possible after the event. We request that complaints regarding service quality or damage to goods are made within 7 days of the move or delivery. Complaints made after this time will still be considered, but our ability to investigate and resolve the matter may be limited.

How We Will Respond

Once we receive your complaint, we will acknowledge it and begin an internal review. Our complaints process generally follows three stages:

Initial acknowledgment and review: We will record your complaint, consider the information you provide, and if necessary ask for any further details we need to understand the issue fully.

Investigation: We will speak with any staff involved, review any job notes or records, and consider the circumstances surrounding your complaint. This may include looking at schedules, route plans, loading notes and any communication logs.

Outcome and response: Once our investigation is complete, we will provide you with a written response explaining our findings, any action we are taking and, where appropriate, any offer of remedy.

Timescales for Handling Complaints

We aim to handle complaints promptly and fairly. Our usual timescales are:

Acknowledgment of your complaint within 3 working days of receipt, a full response within 15 working days of acknowledgment.

If for any reason we are unable to provide a full response within this timeframe, we will let you know and give you an updated timescale, together with an explanation for the delay.

Investigation and Fairness

All complaints are handled confidentially and with impartiality. We will consider the information provided by you and by any staff involved, and we will assess what happened against our policies, service standards and any relevant contractual terms. We will not treat you unfavourably for making a complaint, and raising a concern will not affect any ongoing or future bookings with us.

Possible Outcomes

Depending on the outcome of our investigation, we may:

Offer an explanation of what occurred and why, apologise for any inconvenience or distress caused, take steps to correct any ongoing issues, review or improve our procedures, training or communication, consider appropriate goodwill gestures where justified.

Where your complaint involves alleged damage or loss of items, we may request evidence such as photographs and a description of the condition and value of the items prior to the move. Any offers relating to damage or loss will be made in line with our terms and conditions and any applicable insurance arrangements.

If You Are Not Satisfied

If you are unhappy with our final response, you may contact us again and explain why you remain dissatisfied. We will review your concerns, check that all relevant information has been considered, and advise you if there are any further steps we can take. In addition, you may wish to seek independent advice regarding your consumer rights.

Continuous Improvement

We review complaints on a regular basis to help us improve our services across the areas we cover. Feedback from this process is used to refine our training, planning and day to day operations so that we can reduce the likelihood of similar issues occurring in future and continue to provide a dependable man and van and removal service.

Policy Review

This complaints procedure is reviewed periodically to ensure it remains clear, fair and effective. Any updates will apply to complaints received after the date of revision. You are encouraged to read this procedure in conjunction with our general terms and conditions, which set out the basis on which we provide our services.