Complaints Procedure for Man with Van Thamesmead Removals

Man with Van Thamesmead is committed to providing a reliable and efficient removal service. We recognise that, on occasion, things may not go as planned. This complaints procedure sets out how you can raise a concern, how we will respond, and the steps we take to resolve issues fairly and promptly.

1. Purpose of this Complaints Procedure

The purpose of this procedure is to ensure that any dissatisfaction relating to our man and van or removal services is handled in a consistent, transparent and timely manner. It applies to all domestic and small business customers using our services, including local moves, single-item transport and multi-van removals.

We use all feedback, including complaints, to monitor and improve the quality, safety and reliability of our services across our operating area.

2. What We Class as a Complaint

A complaint is any expression of dissatisfaction, whether justified or not, about the standard of our removal service, the conduct of our team, or any aspect of how your booking was handled. This can include, but is not limited to:

• Concerns about punctuality or reliability of the van service
• Issues with how goods were handled, loaded, transported or unloaded
• Disputes about charges, invoices or agreed quotations
• Concerns about staff behaviour, communication or professionalism
• Problems with agreed collection or delivery arrangements

We encourage you to raise concerns as soon as possible so that they can be addressed quickly and effectively.

3. How to Make a Complaint

You may make a complaint verbally or in writing. While we will always try to resolve verbal complaints immediately, we strongly recommend putting your complaint in writing so that there is a clear record of the issue and the outcome you are seeking.

When submitting a complaint in writing, please include the following information to help us investigate efficiently:

• Your full name and any reference for your booking
• The date and location of the removal or man and van service
• A clear description of what went wrong and when it occurred
• Details of any damage, delays, missing items or other concerns
• Any supporting information such as photographs or inventories
• The outcome you would consider to be a fair resolution

If you are unable to submit your complaint in writing, you can ask for help from a friend or representative. We will still investigate and record your complaint in our internal system.

4. Time Limits for Making a Complaint

To allow us to investigate effectively, we ask that complaints are raised as soon as possible after the issue occurs. In cases involving possible loss or damage to goods, you should notify us promptly after delivery, once you have had a reasonable opportunity to check your items.

While we will always consider complaints raised in good faith, a significant delay in reporting may limit the actions that can be taken, particularly where evidence is no longer available.

5. How We Will Handle Your Complaint

Once we receive your complaint, it will be logged and assigned to a responsible person for review. Our general process is as follows:

• Acknowledgement: We aim to acknowledge written complaints within a reasonable period. Where possible, we will confirm who is handling your case and what the next steps will be.
• Investigation: We will review the details you have provided, speak to any staff involved, and check booking records, route information and any relevant photographs or notes from the job.
• Response: After the investigation, we will send you a written response setting out our findings, any conclusions we have reached and any proposed resolution.

We aim to complete our investigation and provide a final response within a reasonable time frame, depending on the complexity of the case. If we require more time, we will let you know and explain why.

6. Possible Outcomes and Resolutions

Our goal is always to reach a fair and proportionate outcome. Depending on the circumstances, resolutions may include:

• An explanation or clarification about what happened
• An apology where our service has fallen below expected standards
• Practical steps to put things right where reasonably possible
• A review of internal procedures, staff training or scheduling
• Consideration of a goodwill gesture where appropriate

Any resolution will take into account the terms and conditions of service agreed at the time of booking, the information you have provided, and the findings of our investigation.

7. Your Responsibilities When Raising a Complaint

To help us handle your complaint fairly, we ask that you:

• Provide accurate and complete information about what happened
• Keep any relevant documents, receipts, photographs or inventories
• Communicate in a respectful and constructive manner
• Allow us a reasonable opportunity to investigate and respond

We reserve the right to end communication if it becomes abusive or threatening, while still considering the substance of the complaint wherever possible.

8. Escalation of Your Complaint

If you are unhappy with the outcome of your complaint, you may request that it is reviewed again internally. In your request for escalation, please explain why you disagree with the initial decision and identify any information you believe was not considered.

The escalated review will normally be conducted by someone not directly involved in the original matter, where practical. Following this review, we will write to you with our final position on the complaint.

9. Continuous Improvement

All complaints are recorded and monitored so that we can identify recurring issues or trends. We use this information to improve our removal services, including staff training, route planning, vehicle allocation and customer communication across the areas we serve.

By following this complaints procedure, we aim to treat all customers fairly, resolve issues promptly and continue to develop a dependable man and van service for local households and businesses.