Complaints Procedure for Man with Van Snaresbrook

Man with Van Snaresbrook is committed to providing a reliable, professional and courteous removal service for all customers. Occasionally, things may not go as planned. When this happens, we want to resolve issues quickly and fairly. This complaints procedure explains how you can raise a concern, what you can expect from us, and how we will work with you to reach a resolution.

Purpose of this Complaints Procedure

The purpose of this procedure is to provide a clear and straightforward process for customers who wish to raise a complaint about any aspect of our removal or man and van services. It covers moves of all sizes, including local house moves, flat removals, student moves and light commercial moves.

Our aims are to:

Respond to complaints promptly and courteously.

Investigate concerns thoroughly and impartially.

Offer fair outcomes, including explanations, apologies where appropriate, and practical solutions.

Use feedback to improve our services and prevent similar issues in future.

What Counts as a Complaint

A complaint is any expression of dissatisfaction about our services, whether justified or not, that requires a response. This may include:

Concerns about punctuality, conduct or attitude of staff and drivers.

Issues with the handling, loading, unloading or transport of your belongings.

Disputes regarding charges, quotes, waiting time, or additional fees.

Problems with booking, communication, or administration of your move.

Concerns about damage or loss of items during the move.

We encourage you to raise any issue you are unhappy with so that we have the opportunity to put it right.

How to Make a Complaint

You can make a complaint verbally or in writing. While we will always do our best to resolve matters on the spot, we recommend that you submit your complaint in writing where possible. This helps us keep an accurate record and conduct a thorough investigation.

When making a complaint, please provide as much detail as you can, including:

Your full name and the address where the service was provided.

The date of your move and your booking reference, if available.

A clear description of what went wrong, including times and locations if relevant.

Names or descriptions of any staff involved, if known.

Details of any damage, loss or additional costs incurred.

What outcome you are seeking, for example an explanation, apology or compensation.

Time Limits for Making a Complaint

To help us investigate effectively, we ask that you raise your complaint as soon as possible.

For service issues such as punctuality, behaviour or conduct, please contact us within 7 days of your move.

For damage or loss of items, please contact us within 48 hours of the completion of the move, wherever possible, and provide photographs or other evidence if available.

We may still consider complaints raised outside these timeframes, but our ability to investigate and offer a remedy may be limited if too much time has passed.

Our Complaints Handling Stages

Stage 1: Informal Resolution

In many cases, issues can be resolved quickly by the driver or the office team on the day of the move or shortly afterwards. If you raise a concern at the time, we will listen carefully, seek to understand the problem and try to agree a solution with you. If you remain dissatisfied, you can escalate your concern as a formal complaint.

Stage 2: Formal Complaint

Once we receive a formal complaint, we will:

Acknowledge receipt of your complaint within 3 working days.

Allocate it to a manager or senior member of staff who was not directly involved in the issue.

Review your booking, notes, and any available evidence, such as photographs or driver reports.

Contact you if further information or clarification is needed.

We aim to provide a full written response within 14 working days of acknowledging your complaint. If the matter is complex or requires more time, we will let you know and provide an updated timescale.

Investigation and Evidence

During the investigation, we may:

Speak to the driver and any staff involved in your move.

Review job sheets, route information and time records.

Examine photographs, videos or other documents you provide.

Consider the terms and conditions agreed at the time of booking.

We will assess your complaint fairly, taking into account all evidence and the circumstances of the move, including accessibility, parking restrictions, property layout and any agreed limitations on our service.

Possible Outcomes

When our investigation is complete, we will provide a clear written response setting out:

What we have understood your complaint to be.

What we have found during our investigation.

Whether your complaint has been upheld in full, in part, or not upheld.

Any action we will take as a result.

Depending on the circumstances, outcomes may include:

An explanation of what happened and why.

An apology where we are at fault.

A goodwill gesture, refund or partial refund, where appropriate and in line with our terms.

Practical steps to put things right, where possible.

Changes to our procedures or staff training to prevent similar issues.

Escalation if You Are Not Satisfied

If you are unhappy with our response at Stage 2, you may ask for your complaint to be reviewed again by a senior person who was not previously involved in the decision. You should explain why you believe the outcome is incorrect or incomplete and provide any additional information you feel is relevant.

We will acknowledge your request for review within 5 working days and aim to provide a final response within 14 working days, unless there is a clear reason for delay, in which case we will keep you informed.

Your Responsibilities as a Customer

To help us resolve your complaint fairly and quickly, we ask that you:

Provide accurate and complete information.

Respond promptly to requests for additional details or evidence.

Treat our staff with courtesy and respect during all communications.

Abusive or threatening behaviour towards our staff will not be tolerated and may result in us restricting communication methods, while still meeting our reasonable obligations under this procedure.

Using Feedback to Improve Our Service

We value all feedback, including complaints, as an important way to improve our removal services. We regularly review complaint trends to identify areas where systems, training or communication can be strengthened. Our aim is to provide a consistently reliable, safe and efficient man and van service for all customers in our service area.

This complaints procedure does not affect your statutory rights.