Complaints Procedure

Complaints Procedure for Man With a Van Ruislip

Man With a Van Ruislip is committed to providing a reliable, efficient and professional removal service. We aim to resolve any issues quickly and fairly. This Complaints Procedure explains how you can raise a concern about our services, what information we need from you, and how we will handle and respond to your complaint.

Purpose of This Complaints Procedure

The purpose of this procedure is to give customers a clear and straightforward way to tell us when something has gone wrong. It allows us to investigate the matter properly, put things right where we can, and use the feedback to improve our man and van and removal services across our operating area.

What Counts as a Complaint

A complaint is any expression of dissatisfaction, whether justified or not, about the standard or delivery of our services. This may include, for example:

Issues with punctuality, conduct, or attitude of staff during a move.

Concerns about how belongings were handled or protected in transit.

Disagreements about the service agreed versus the service provided.

Concerns about charges, communication, or after-service support.

If you are unsure whether your concern counts as a complaint, you are still encouraged to raise it with us so that we can consider it and, where appropriate, treat it as a formal complaint.

How to Make a Complaint

You can make a complaint verbally or in writing. While we will always try to help if you speak to us in person or by phone, we recommend that you also put your complaint in writing. This helps to avoid misunderstandings and allows us to review all the details carefully.

When making a complaint, please provide the following information where possible:

Your full name and any booking reference or job number related to your removal or man with a van service.

The date and location of the move or service.

A clear description of what went wrong and when it happened.

Names or descriptions of any staff members involved, if known.

Details of any loss, damage, delay or inconvenience you experienced.

Any supporting information that may help us investigate, such as photographs of damage, inventory lists, or written notes made at the time.

Timescales for Submitting a Complaint

We ask that complaints are raised as soon as reasonably possible, ideally within 7 days of the service being completed. The sooner you tell us about a problem, the easier it is for us to investigate and resolve it. However, we will consider complaints raised later than this where there is a good reason for the delay.

Our Complaints Handling Stages

We aim to deal with all complaints in a fair, transparent and timely way. Our process follows these stages.

Stage 1: Acknowledgement

Once we receive your complaint, we will acknowledge it as soon as reasonably practicable. Where possible, we will confirm that we have received your complaint and outline the next steps, including the likely timescale for our investigation and response.

Stage 2: Investigation

Your complaint will be reviewed by a suitable member of our team who has not been directly involved in the issue wherever possible. The investigation may include:

Reviewing your booking details, service notes and any relevant documentation.

Speaking with the staff who carried out your removal.

Examining photographs, inventories or other evidence you provide.

Checking any relevant policies or terms and conditions that apply to your service.

We may contact you during this stage if we need further information or clarification.

Stage 3: Response

Once our investigation is complete, we will issue a response explaining:

The outcome of our investigation and whether your complaint has been upheld in full, in part, or not upheld.

The reasons for our decision.

Any actions we will take, which may include an apology, corrective action, or where appropriate, a gesture of goodwill in line with our obligations and terms and conditions.

We aim to provide a full written 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 give an updated timescale.

If You Are Not Satisfied With the Outcome

If you feel that your complaint has not been handled fairly or completely at the first stage, you can ask for your complaint to be reviewed. When doing so, please explain why you are dissatisfied with the outcome or the way the complaint was handled, and provide any new information you believe is relevant.

A more senior member of our team will review the original investigation, the evidence considered, and our initial response. They may contact you for further details if needed. After this review, we will provide a final response setting out our position.

Our Commitment to Fairness and Improvement

We treat all complaints seriously and handle them confidentially. Your complaint will not affect any ongoing or future bookings you may have with us. We use information from complaints to monitor the quality of our removal and man and van services and to identify areas where training, changes to procedures, or additional safeguards may be required.

Data Protection

All personal information you provide as part of a complaint will be processed in accordance with applicable data protection law. We will only use your information for the purpose of investigating and responding to your complaint, for monitoring service quality, and for any legal or regulatory requirements.

Review of This Procedure

This Complaints Procedure is reviewed regularly to ensure it remains clear, effective and appropriate for the services we provide. Updated versions will apply to all future complaints from the date they are published.

Man With a Van Ruislip values your feedback and thanks you for giving us the opportunity to address any concerns about our services.