Complaints Procedure

Complaints Procedure for Man with Van Harrow Weald

This Complaints Procedure explains how customers of Man with Van Harrow Weald can raise concerns about our removal and transport services, and how we will manage, investigate, and respond to those concerns. Our aim is to resolve issues fairly, promptly, and professionally, while using feedback to improve our service.

Our Commitment to Handling Complaints

We take every complaint seriously. Whether your concern relates to punctuality, conduct of staff, handling of belongings, pricing, or any other aspect of your move, we will treat your complaint with respect and confidentiality. We will always aim to:

• Acknowledge your complaint promptly.
• Investigate the matter thoroughly and impartially.
• Provide a clear explanation of our findings and any actions taken.
• Learn from the outcome to improve our future removals and man and van services.

What Counts as a Complaint

A complaint is any expression of dissatisfaction about our services where a response is expected. This may include, but is not limited to:

• Delays or missed collection or delivery times.
• Damage to property or belongings during loading, transport, or unloading.
• Disagreement about charges, quotes, or additional fees.
• Behaviour, attitude, or professionalism of our drivers or team members.
• Quality of communication before, during, or after the move.

You do not have to use formal language to make a complaint. If you tell us that you are unhappy and want us to look into something, we will treat it as a complaint.

How to Make a Complaint

You can make a complaint in writing or verbally. We encourage written complaints where possible, as this helps ensure we fully understand your concern and can keep an accurate record of what happened. When submitting a complaint, please provide:

• Your full name and a preferred method for us to contact you.
• The date of your move or booking and the collection and delivery locations.
• A clear description of what went wrong and when it happened.
• Any relevant supporting details, such as inventory lists, photographs of damage, or copies of invoices.

If you complain verbally, our team member will make a written record of your complaint to ensure accuracy. You may ask to review this record to confirm that it reflects your concerns correctly.

Timeframes for Raising a Complaint

We recommend that you raise any concerns as soon as possible after the issue occurs, ideally within 14 days of your move or of becoming aware of the problem. This allows us to investigate while details are still fresh and any evidence is more likely to be available.

If you contact us later than this, we will still consider your complaint, but it may be more difficult to gather all the information we need, particularly in relation to alleged damage or loss.

Our Response and Investigation Process

Once we receive your complaint, we will follow these steps:

1. Acknowledgement: We will send you an acknowledgement confirming that we have received your complaint and explaining the next steps.
2. Initial Review: We will review your booking details, service records, and any notes from the team involved in your move.
3. Detailed Investigation: Where required, we may speak to the driver or crew, review schedules, check any available imagery or documentation, and assess the condition reports completed on the day of the move.
4. Outcome and Explanation: After the investigation, we will contact you to explain our findings, including whether your complaint is upheld in full, in part, or not upheld, and the reasons for our decision.

We aim to provide a full response within 14 working days of acknowledging your complaint. If we need more time due to the complexity of the matter, we will let you know and provide an updated timescale.

Possible Outcomes and Remedies

Depending on the nature and outcome of the complaint, possible remedies may include:

• A clear apology and explanation.
• Corrective action to address an ongoing issue, such as improving communication or scheduling.
• A review of charges and, where justified, a partial or full refund.
• In cases of proven damage or loss, consideration of compensation in line with our terms and conditions and any applicable insurance arrangements.

Every case is assessed individually, taking into account the evidence available, the services purchased, and the responsibilities outlined in your booking agreement.

Escalating Your Complaint

If you are not satisfied with the outcome of your complaint or you believe it has not been handled fairly, you may request an internal review. This means a senior member of our team who was not directly involved in the original investigation will re-examine:

• How your complaint was handled.
• The evidence gathered and how it was assessed.
• Whether our response and any remedy offered were reasonable and consistent with our policies.

Following this review, we will provide a final response. This final response will explain our position clearly and confirm whether any further action will be taken.

Your Responsibilities When Using Our Services

To help us prevent issues and resolve them effectively if they occur, we ask that you:

• Provide accurate information when booking, including access details and any special handling requirements.
• Pack items securely, unless packing is included in our service for your move.
• Check your property and belongings at collection and delivery wherever possible, and raise any immediate concerns with the crew on the day.
• Keep copies of all documentation related to your move, such as quotes, confirmations, and any agreed variations.

Using Feedback to Improve Our Removal Services

Complaints and feedback are an important part of our commitment to developing a reliable, customer-focused removal and man and van service. We regularly review complaints to identify patterns or recurring issues so that we can:

• Update staff training and guidance.
• Refine our booking and communication processes.
• Improve the way we plan and deliver moves across our service area.

By following this Complaints Procedure, we aim to ensure that any problems you encounter are dealt with promptly, fairly, and transparently, and that your experience helps us continue to provide a professional and dependable moving service.