Complaints Procedure

Complaints Procedure for Man with Van South Woodford

Man with Van South Woodford is committed to providing a reliable and professional removals and man and van service. We recognise that, on occasion, things may not go as planned. When this happens, we want to hear from you so we can put matters right and improve our services. This complaints procedure explains how you can raise a concern, how we will respond, and what you can expect from us throughout the process.

Our Commitment to You

We take all complaints seriously and aim to handle them in a fair, timely and transparent manner. We will always treat you with respect, listen carefully to your concerns and aim to resolve issues as quickly as possible. Our goal is not only to resolve your individual complaint but also to identify any learning points to improve our removal services for future customers.

What Is a Complaint

A complaint is any expression of dissatisfaction about our services, whether you booked a full house move, flat move, office relocation, or a smaller man and van job. This may include concerns about punctuality, conduct of staff, handling of goods, communication, charges, or any other aspect of your experience with Man with Van South Woodford.

You do not need to use the word complaint for us to treat your concern seriously. If you tell us you are unhappy with our service and would like us to put something right, we will treat this as a complaint.

How to Make a Complaint

You can make a complaint using the contact details provided on our website or on your booking confirmation. You may raise a complaint verbally or in writing.

To help us deal with your complaint efficiently, please provide the following information where possible:

• Your full name and the name under which the booking was made
• The date of your move or scheduled service
• The collection and delivery addresses used for the service
• A clear description of what went wrong and when it happened
• Details of any conversations you have already had with our team about the issue
• Any supporting information such as photos, inventory notes or written estimates

Providing detailed information at the outset will help us investigate your concerns thoroughly and respond more quickly.

Initial Resolution

In many cases, issues can be resolved quickly by speaking directly with the driver or our booking team as soon as a concern arises. If you are unhappy during your move or on the day of the service, we encourage you to raise this immediately so we have the chance to address the matter straight away, where possible.

If your concern cannot be resolved at the time, or you remain dissatisfied after speaking to our team, you can escalate your complaint using the formal complaints process below.

Formal Complaints Process

Once we receive your formal complaint, we will log it in our internal system. We will then follow these stages:

1. Acknowledgement
We will acknowledge your complaint as soon as reasonably possible. In this acknowledgement we will confirm that we have received your complaint and outline the next steps in the process.

2. Investigation
Your complaint will be reviewed by a member of our management team who was not directly involved in the matter you are complaining about. They may contact you to clarify details, request further information, or discuss your concerns in more depth. We may also speak with the driver, porters or office staff involved and review any relevant paperwork or records relating to your move.

3. Response
Once our investigation is complete, we will provide a written response setting out:

• A summary of your complaint
• The findings of our investigation
• Any steps we have already taken
• Our decision and any proposed resolution or remedy

We aim to complete investigations and issue a response within a reasonable timeframe. If, for any reason, we need longer to investigate, we will let you know and provide an updated timescale.

Possible Outcomes and Resolutions

Where we find that something has gone wrong, we will take appropriate action. This may include one or more of the following, depending on the circumstances:

• An explanation and, where appropriate, an apology
• Practical steps to correct the issue, where this is possible
• A review of our procedures, staff training or systems to reduce the risk of similar issues recurring
• Consideration of compensation where our terms and conditions and the evidence support this

Any resolution will be based on a fair assessment of the facts, the scope of the service we agreed to provide, and our published terms and conditions.

Escalating Your Complaint

If you are not satisfied with the outcome of your complaint, you may ask for a further review. In this case, your complaint and our initial response will be reassessed by a senior member of the business. They will consider whether the investigation was thorough and whether the decision and resolution offered were fair in light of the evidence available.

Following this review, we will provide a final written response. This will set out our position and any further steps we are able to take. Once a final response has been issued, we may not be able to reconsider the matter unless new and significant information comes to light.

Time Limits for Complaints

We recommend that you raise any complaint as soon as possible after your move, while the details are still fresh and any evidence can be easily gathered. Certain aspects of our liability, including potential claims for loss or damage, may be subject to specific time limits as outlined in our terms and conditions. Delays in reporting issues may affect the range of remedies available.

Using Your Feedback to Improve

Every complaint is an opportunity for us to review how we work and improve the service we provide to customers booking man and van and removal services. We regularly analyse complaints to identify patterns, training needs and areas where we can refine our processes. We value your feedback and use it to help ensure that our customers receive a dependable, efficient and professional service each time they move with us.

Keeping Records

We keep records of all complaints, investigations and outcomes in line with our internal policies and applicable legal requirements. These records help us monitor the quality of our services and demonstrate how we handle concerns raised by our customers.

If you have any questions about this complaints procedure or would like clarity on any stage of the process, you can contact us using the details provided on our website or your booking documentation.