Man with Van Watford Complaints Procedure

This complaints procedure explains how customers of Man with Van Watford can raise concerns about our removal and man and van services, and how we will respond. We are committed to delivering reliable, professional services for home moves, office relocations and item transport, and we take all complaints seriously as an opportunity to improve.

Our Commitment to Handling Complaints

We aim to provide a straightforward and fair process for dealing with any concerns regarding our work. Every complaint will be:

• Acknowledged promptly
• Treated with respect and impartiality
• Investigated thoroughly and objectively
• Resolved, where possible, within a reasonable timeframe
• Used to review and enhance our services

What This Procedure Covers

This procedure applies to complaints from customers and prospective customers about:

• Quality of removal or man and van services
• Conduct or behaviour of staff or drivers
• Timeliness, punctuality or reliability of bookings
• Care and handling of belongings during loading, transport and unloading
• Accuracy of information provided before or during the move
• Billing, quotations and charges

This procedure does not cover disputes that are already the subject of legal action, insurance claims being handled by a third party, or issues outside our control such as extreme weather or road closures, although we will still try to assist and clarify our position.

How to Make a Complaint

To help us respond quickly and fairly, please provide as much detail as possible when making a complaint. This should include:

• Your full name and any booking reference
• The date and time of the service
• The address where the service took place
• A clear description of what went wrong
• Any photos, notes or other relevant evidence
• How you would like us to resolve the issue, if you have a preferred outcome

Stages of the Complaints Process

Stage 1: Informal Resolution

Where possible, we encourage customers to raise concerns as soon as they arise, ideally on the day of the move or shortly afterwards. Many issues can be resolved quickly through informal discussion. Our representative will listen to your concerns, clarify the facts and try to offer a practical solution on the spot or shortly afterwards.

If you are not satisfied with the outcome of this informal discussion, or if the issue is more serious, you may proceed to the formal complaints stage.

Stage 2: Formal Complaint

For a formal complaint, please put your concerns in writing. This allows us to record the details accurately and review them carefully. Once we receive your formal complaint, we will:

• Log the complaint and assign a reference
• Acknowledge receipt within a reasonable period
• Review the information you have provided
• Contact any staff involved to gather their account
• Request further information from you if needed

We aim to provide a full written response as soon as reasonably possible, taking into account the complexity of the issues raised.

Stage 3: Review of the Decision

If you remain dissatisfied after receiving our formal response, you may request a review. In this case, the complaint will be reconsidered by a senior member of our team who was not involved in the initial investigation, wherever possible. The reviewer will:

• Reassess the information and evidence
• Check that the procedure was followed correctly
• Consider whether the decision and any actions were fair and proportionate
• Provide a final response setting out their findings and any further steps

Timeframes for Handling Complaints

We aim to deal with complaints within reasonable and practical timescales. As a guide:

• Informal concerns: as quickly as possible, often within a few working days
• Formal complaint acknowledgment: within a short, reasonable period
• Full response to a formal complaint: normally within a few weeks, depending on complexity
• Review of decision: within a similar timeframe after your request

If there is likely to be any delay, for example because of staff availability or the need for additional evidence, we will let you know and provide an updated timescale.

Possible Outcomes and Remedies

Depending on the findings of our investigation, we may offer one or more of the following outcomes:

• An explanation or clarification of what happened
• An apology where we are at fault
• Practical steps to put things right as far as is reasonably possible
• A goodwill gesture, where appropriate
• A review of our internal procedures or staff training

Any remedy will reflect the nature of the complaint, the impact on you, and any relevant contractual or legal considerations.

Your Responsibilities When Making a Complaint

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

• Raise concerns as soon as you reasonably can
• Provide clear, accurate and honest information
• Treat our staff with courtesy and respect
• Allow us a reasonable time to investigate and respond
• Consider any proposed resolution fairly

Recording and Using Complaint Information

We keep records of complaints, investigations and outcomes so we can monitor performance, identify recurring issues and improve the quality of our removal and man and van services. Information is handled in line with our data protection responsibilities.

Review of This Complaints Procedure

This complaints procedure is reviewed periodically to ensure it remains clear, fair and effective. We may update it from time to time to reflect changes in our operations, service area or legal requirements.

If you have any questions about this procedure, you can contact us using our usual contact methods and we will be happy to explain any part of the process.