Man with Van Southborough Complaints Procedure

Man with Van Southborough aims to provide a reliable, efficient and respectful removals 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, how we will respond, and what you can expect from us at each stage. Our goal is always to resolve issues fairly, promptly and transparently.

1. Purpose of this Complaints Procedure

The purpose of this procedure is to provide a clear and accessible process for customers who are dissatisfied with any aspect of our man and van or removal services. It covers issues such as booking problems, service quality, conduct of staff, timing of collections and deliveries, handling of goods, and any other matter that leaves you feeling our service has fallen below the standard you reasonably expect.

This procedure applies to individual customers and businesses using our services. It does not affect any legal rights you may have under consumer law or any rights under your contract with us.

2. What We Class as a Complaint

A complaint is any expression of dissatisfaction, whether written or verbal, about our services, staff or processes, where you would like us to review what has happened and respond. Examples include:

Service not delivered as agreed, such as arrival times or completion dates for a move. Concerns about the care taken when handling, loading, transporting or unloading your belongings. Issues with communication before, during or after your move. Disputes about charges, quoted prices or additional costs. Concerns about the behaviour or professionalism of our drivers, porters or office staff.

We encourage you to raise issues as soon as you become aware of them so we can take prompt action.

3. How to Make a Complaint

You can make a complaint in writing or verbally. Written complaints help us understand the full details, but we will accept complaints made in any reasonable way. When raising a complaint, please provide:

Your full name and the name of the person who made the booking, if different. The date of your move or the date the issue occurred. A clear description of what happened, including times, locations and any conversations that are relevant. Any supporting information you feel may help us, such as photographs of damage or copies of booking confirmations and invoices. Details of how you would like us to resolve the matter, where possible.

If you are making a complaint on behalf of another person, we may need their permission to share personal or booking information with you, to ensure their privacy is protected.

4. Our Complaints Handling Stages

We aim to handle all complaints in a consistent and fair manner. Our process has three main stages:

Initial response: We will acknowledge your complaint as soon as reasonably possible. During this stage we may contact you to clarify details or request more information. Investigation: A member of our team will review your complaint in detail. This may include speaking with staff involved in your move, reviewing job sheets and schedules, and examining any photographs or other evidence you provide. Outcome and response: Once we have completed our investigation, we will explain our findings and any steps we propose to take. Where appropriate, this may include an apology, an explanation, corrective action, or an offer of resolution where we believe this is due.

We aim to resolve most complaints within a reasonable time frame, depending on the complexity of the issue. If it is likely to take longer to investigate, we will keep you informed of progress.

5. Fairness, Confidentiality and Record Keeping

All complaints are treated seriously and handled with respect for everyone involved. We will consider your complaint impartially, listen to your concerns and take them into account before reaching a conclusion. We will not treat you unfairly or withdraw services from you solely because you have made a complaint in good faith.

Your personal information and details about your move will be handled in line with our data protection obligations. Details of your complaint will only be shared internally with staff who need the information to investigate and resolve the matter.

We keep records of complaints, our investigations and the outcomes. These records help us to monitor the quality of our services and identify any patterns or areas where we need to improve our removals practices, staff training or communication.

6. Complaints About Loss or Damage

If your complaint involves alleged loss of or damage to your belongings during a move, it is important that you notify us as soon as possible once you become aware of the issue. The sooner you report it, the easier it is for us to investigate.

Please provide photographs of any damage, together with a description of the items involved and, where available, evidence of their condition before the move. We may need to inspect damaged items or ask further questions to understand how the incident occurred. Any assessment or offer of settlement will take account of the information you provide, the service booked and any terms that applied at the time of your move.

7. If You Are Unhappy With the Outcome

We aim to resolve complaints to your satisfaction wherever possible. If you are not satisfied with our response, you may ask for your complaint to be reviewed again. In this case, a different member of our team will re-examine your complaint, the evidence and the steps already taken, and will provide a further response explaining their findings.

Requesting a review does not affect any legal rights you may have. You are free to seek independent advice at any stage. However, we encourage you to allow us the opportunity to complete this internal process first, as many issues can be resolved more quickly and informally in this way.

8. Using This Procedure

This Complaints Procedure is designed to support customers of Man with Van Southborough wherever our removals and man and van services are provided. By explaining clearly how we deal with concerns, we hope to give you confidence that issues will be taken seriously and handled fairly. We also use the feedback we receive to improve our service for future customers.

If you have any concerns about our service, please raise them as soon as you can so that we have the opportunity to put things right.