Complaints Procedure

Complaints Procedure for Man With a Van Bayswater Customers

Man With a Van Bayswater aims to provide a reliable, courteous and efficient removal service for every customer. However, we recognise that problems can sometimes occur. This Complaints Procedure explains how you can raise a concern, how we will deal with it, and what you can expect from us at each stage.

1. Purpose and Scope of This Procedure

This procedure applies to all customers who use our man and van and removal services, including home moves, office moves, student moves, and item collections or deliveries. It covers complaints about service quality, conduct of staff or drivers, damage to property or goods, scheduling issues, and billing or payment concerns.

Our goals are to make it easy for you to tell us when something has gone wrong, to investigate fairly and promptly, and to use your feedback to improve our services for the future.

2. What We Class as a Complaint

A complaint is any expression of dissatisfaction about our services where you would like a response or resolution. Examples include:

Delayed arrival or missed collection times for your move; concerns about the attitude, behaviour or professionalism of our team; damage or loss of your belongings during loading, transit or unloading; disputes about the price charged or services delivered versus those agreed; communication problems before, during or after your removal service.

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

3. How to Raise a Complaint

You can raise a complaint verbally or in writing. We encourage you, where possible, to raise any concerns as soon as you become aware of a problem so that we can address it quickly.

To help us investigate effectively, please provide the following information where you can:

Your full name and the address where the service was provided; the date of your move or booking; a clear description of what went wrong and when it happened; the names of any team members involved, if known; any relevant supporting information such as photos of damage, copies of quotes or invoices, or messages confirming arrangements.

If you are making a verbal complaint, the person receiving it will make a written record and confirm their understanding of the details with you.

4. Initial Response and Acknowledgment

Once we receive your complaint, we will acknowledge it and confirm that it is being investigated. For written complaints, we aim to acknowledge within three working days. For verbal complaints, we will confirm our understanding during the conversation and explain the next steps.

At this stage we may ask you for further information if needed, such as photographs of damage or additional details about timings and arrangements. Providing this information promptly will help us speed up our investigation.

5. Investigation Process

Your complaint will be reviewed by a person with sufficient authority and independence from the work carried out. The investigation may include:

Reviewing your booking details, job notes, and any messages relating to the move; speaking with the driver or team members involved; examining any photographs or evidence supplied by you or by our staff; comparing what was agreed in the quote or booking confirmation with the services delivered.

We aim to complete most investigations within ten working days of acknowledging your complaint. If the matter is complex or requires more time, we will inform you and provide an updated timescale.

6. Our Decision and Proposed Resolution

Once the investigation is complete, we will contact you with our findings. We will explain in clear language:

What we understand the issue to be; what we have found during our investigation; whether we believe the complaint is upheld, partly upheld or not upheld; what actions we propose to take.

Possible outcomes may include an apology, clarification or explanation, corrective action for future bookings, remedial work where appropriate, or a financial gesture such as a partial refund or compensation in line with our terms and conditions and applicable law. Any offer made will be based on the specific circumstances of your case and the evidence available.

7. If You Are Not Satisfied With the Outcome

If you are unhappy with our initial decision or proposed resolution, you can ask for a review. Your complaint will then be reconsidered by a different person who was not involved in the original investigation, where possible.

When requesting a review, please set out why you are dissatisfied and provide any additional information that you feel has not been considered. We will aim to complete this review within ten working days and will inform you if more time is required.

The outcome of this review will be our final position on the complaint within this internal procedure.

8. Time Limits for Making a Complaint

To ensure that we can investigate effectively, we ask that complaints relating to removal work, transit, or handling of goods are made within 14 days of the service date, especially where damage or loss is involved. Complaints about billing, quotes, or communication should ideally be raised within 30 days.

We may still consider complaints made outside these timeframes, but our ability to investigate fully may be limited as records, evidence and recall can diminish over time.

9. Your Responsibilities During the Complaints Process

To help us deal with your complaint fairly and promptly, we ask that you:

Provide accurate and complete information about the issue; respond to requests for further details or evidence; allow reasonable time for investigation and response; treat our staff with respect and courtesy while we are working to resolve your concerns.

If abusive, threatening or discriminatory behaviour occurs, we may restrict the channels through which we communicate while still seeking to resolve the underlying issue as fairly as possible.

10. Learning From Complaints

Every complaint helps us understand where our service can be improved. We periodically review complaints and outcomes to identify patterns, training needs, or changes required to our procedures, vehicles, equipment or communication practices.

By following this Complaints Procedure, Man With a Van Bayswater aims to handle concerns about our removal and man and van services in a transparent, reasonable and constructive way, giving you confidence that your feedback is taken seriously and used to enhance the quality of our work.