Complaints Procedure for Man with Van West Drayton

Man with Van West Drayton aims to provide a reliable, professional and friendly man and van removal service for homes and businesses. We recognise that, on occasion, things may not go as planned. This Complaints Procedure explains how you can raise a concern, how we will handle it, and what you can expect from us at each stage.

Scope of this Complaints Procedure

This procedure applies to complaints about any aspect of our man and van and removal services, including but not limited to bookings, communication, punctuality, conduct of our staff, handling of goods, and completion of moves. It is intended for private and commercial customers who have used, or attempted to use, our services.

This procedure does not cover employment disputes, supplier issues, or matters that are the subject of legal proceedings or insurance claims that have already been formally initiated. In those cases, other processes will apply.

Our Commitments When Handling Complaints

When you raise a complaint, we will:

• Treat you with courtesy and respect at all times.
• Listen carefully to your feedback and take your concerns seriously.
• Aim to resolve issues promptly and informally whenever possible.
• Investigate fairly and objectively, considering all available information.
• Keep you informed about the progress of your complaint.
• Use what we learn to improve our removal and man and van services.

How to Raise a Complaint

You can raise a complaint verbally or in writing. While we accept complaints made in any reasonable way, we encourage you to provide your concerns in writing where possible. This helps us understand the issue clearly and investigate more efficiently.

Please include the following information when making a complaint:

• Your full name and the name under which the booking was made.
• The date of your move or the date the issue occurred.
• The collection and delivery locations involved in the move.
• A clear description of what went wrong and how it has affected you.
• Any relevant supporting details, such as inventory lists, photographs, or reference numbers.
• What outcome you are seeking, for example an explanation, apology, remedial work or other resolution.

Stage One: Informal Resolution

In many cases, issues can be resolved quickly by speaking directly with the driver, porter or office contact involved in your move. If you feel comfortable, please raise your concern as soon as possible, ideally on the day of the move or shortly afterwards.

We will aim to:

• Listen to your concern and clarify the problem.
• Offer an immediate explanation or correction where possible.
• Agree a practical solution with you, such as revisiting a property, adjusting an invoice, or improving communication.

If you are not satisfied with the outcome at this informal stage, or if the issue is particularly serious, you may escalate your complaint to Stage Two.

Stage Two: Formal Complaint

If your concern cannot be resolved informally, you may submit a formal complaint. Please set out your complaint in as much detail as possible and indicate that it is a formal complaint under this Complaints Procedure.

Once we receive your formal complaint, we will:

• Acknowledge receipt within a reasonable timeframe.
• Review the information you have provided and request any further details we may need.
• Check booking records, job sheets, staff notes and any other relevant documentation.
• Where appropriate, speak with the staff members involved in your move.

We will then provide you with a written response. Our response will aim to:

• Summarise your complaint and the key issues you have raised.
• Explain what we have investigated and the evidence considered.
• Set out our findings and whether we uphold your complaint in full, in part, or not at all.
• Confirm any actions we propose to take, such as an apology, service improvement, partial refund, or other remedy where appropriate.

Timeframes for Handling Complaints

We aim to handle complaints as promptly as possible. Timeframes may vary depending on the complexity of the issue, the availability of information, and the number of people involved. As a general guide:

• Informal concerns raised on the day of your move will usually be addressed immediately or within a short period afterwards.
• Formal complaints will normally be acknowledged within a reasonable period and fully responded to after we have completed our investigation.

If we need more time to investigate, we will inform you and explain the reasons for the delay.

Outcomes and Remedies

Where our investigation shows that we have made a mistake or fallen short of our service standards, we will seek to put things right in a fair and reasonable way. Depending on the circumstances, this may include:

• Providing an explanation of what went wrong.
• Offering a sincere apology.
• Taking corrective action, such as staff training or changes to procedures.
• Rectifying practical issues where possible, for example revisiting a property.
• Considering an appropriate financial remedy, if justified and within our terms and conditions.

All remedies will be considered on a case by case basis, taking into account the nature of the issue, any loss or inconvenience you have experienced, and our contractual obligations.

Further Steps if You Remain Dissatisfied

If you remain unhappy after we have completed Stage Two and provided our final response, you may choose to seek independent advice. This could include discussing the matter with consumer advice organisations, exploring mediation, contacting your own insurer, or obtaining independent legal guidance if you are considering formal legal action.

We encourage you to keep copies of all correspondence, notes of conversations, and any evidence related to your complaint, as these may assist you if you decide to take the matter further.

Using Complaints to Improve Our Services

Every complaint is an opportunity for us to review how we operate and identify ways to improve. We routinely review complaints relating to our man and van and removal services to spot patterns and recurring issues. This may lead to updates to our staff training, booking procedures, handling of goods, communication standards or service policies.

By raising a complaint, you help us enhance the service we provide to all customers in our operating areas. We are committed to learning from feedback and providing a professional and reliable removal service you can trust.