Complaints Procedure for Man with Van Woodside Park

This complaints procedure explains how customers of Man with Van Woodside Park can raise a concern about our removal and delivery services, and how we will respond. We are committed to resolving issues fairly, efficiently and with respect for all parties involved.

1. Our Commitment to Handling Complaints

We aim to provide a reliable, professional and courteous man and van service. If something goes wrong, we want to know about it so we can put it right and improve our service. All complaints are taken seriously and handled in line with this written procedure.

We will:

Listen carefully to your complaint and record full details.

Investigate the matter fairly and objectively.

Respond within reasonable timescales and keep you informed.

Where appropriate, offer an explanation, an apology and, if justified, a practical resolution.

2. What This Procedure Covers

This procedure applies to complaints relating to our man and van and removal services, including but not limited to:

House removals and flat moves.

Small office or business relocations.

Local furniture collection and delivery.

Loading, unloading and handling of belongings.

Customer service, timekeeping and conduct of staff.

It covers issues before, during and after your booking, such as booking errors, delays, damage, loss or service quality.

3. Making an Informal Complaint

We encourage you to raise any problem informally at the earliest opportunity. In many cases, issues can be resolved quickly by speaking directly with the driver or team member on the day of the service. If you feel comfortable doing so, explain clearly what has gone wrong and what you would like to happen.

If the issue cannot be resolved on the spot, or if you prefer not to discuss it with the team member, you can move straight to the formal complaints process.

4. Making a Formal Complaint

If you wish to make a formal complaint, please submit it in writing. Written complaints help ensure we fully understand your concerns and can investigate them properly.

In your complaint, please include:

Your full name and the address where the service was carried out.

The date and approximate time of the booking.

A clear description of what went wrong.

Any details of damage, loss or additional costs.

Any supporting information, such as photos, inventory lists or correspondence.

Please send your written complaint to us using your normal method of written contact, such as the contact form or message facility where you usually reach us. Mark your message clearly as a complaint so it can be handled promptly.

5. Time Limits for Raising a Complaint

To help us investigate properly, we ask that complaints be raised as soon as possible after the service has taken place. Wherever possible:

Service quality complaints should be raised within 7 days of the move.

Complaints about damage or loss of items should be raised within 48 hours of the move, supported by photos where available.

We may still consider complaints raised after these periods, but the passage of time may affect our ability to investigate and verify the circumstances.

6. How We Will Handle Your Complaint

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

Acknowledgement: We aim to acknowledge your complaint in writing within 3 working days of receiving it.

Investigation: We will review your booking details, speak with relevant staff, and, where needed, ask you for further information.

Outcome: We aim to provide a full written response within 14 working days of acknowledgement. If we cannot respond in this time, we will let you know when you can expect a full reply.

Our written response will usually include:

A summary of your complaint and the issues you raised.

Our findings following the investigation.

Any offer of resolution, such as an explanation, apology, corrective action on future jobs or, where appropriate, a goodwill gesture in line with our terms.

7. Possible Outcomes and Remedies

Depending on the nature and outcome of the complaint, we may offer one or more of the following:

A clear explanation of what happened and why.

A formal apology where we have fallen short of our standards.

Practical steps to put things right where reasonably possible.

Review of our procedures or staff training to prevent a recurrence.

Any financial gestures will follow the terms and conditions agreed at the time of booking, including any limits and exclusions applicable to removal services.

8. Escalating Your Complaint

If you are not satisfied with the outcome of your complaint, you can ask for it to be reviewed. In your request, please state why you disagree with the decision and what you believe would be a fair resolution.

The review will be carried out by someone not previously involved in the investigation, where possible. We will aim to provide a further written response within 14 working days of receiving your escalation request.

9. Fairness and Respect

We aim to treat all customers with courtesy and respect and expect the same in return. Abusive, threatening or discriminatory behaviour may result in communication being limited to written channels and, in extreme cases, refusal of future services. This does not affect your right to a fair consideration of any genuine complaint.

10. Using This Procedure

This complaints procedure applies to all customers of Man with Van Woodside Park, whether you use us for a one-off move or regular local removals. By setting out these steps clearly, we aim to give you confidence that any concerns will be handled properly and that your feedback helps us improve our man and van services.