Complaints Procedure for Man with Van Manor Park

Man with Van Manor Park is committed to providing a reliable and professional removal service. We recognise that, on occasion, things may not go as planned. When this happens, we want to resolve issues quickly, fairly and transparently. This Complaints Procedure explains how to raise a concern, what you can expect from us, and how we will work with you to reach a resolution.

Purpose of This Complaints Procedure

The purpose of this procedure is to provide a clear and accessible process for customers who wish to complain about any aspect of our removal or man and van services. It covers issues such as booking, communication, conduct of staff, loss or damage to items, punctuality, service quality and billing disputes.

We use information from complaints to review our performance, improve our services and help prevent similar issues from happening again.

What We Class as a Complaint

A complaint is any expression of dissatisfaction about our services, whether it is justified or not, where you are seeking a response or resolution. This may include, but is not limited to:

Delays in collection or delivery of your items.

Concerns about the care and handling of your belongings during loading, transit or unloading.

Disagreements about quoted prices, final charges or additional fees.

Issues with the behaviour, attitude or professionalism of our drivers or porters.

Problems with the accuracy of booking details or information given before your move.

How to Make a Complaint

You can raise a complaint verbally or in writing. We recommend that you submit your complaint in writing whenever possible, as this can help avoid misunderstanding and allows us to keep a clear record of what has been raised.

When making a complaint, please provide as much detail as you can, including:

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

The date and approximate time of the removal or man and van service.

A description of what went wrong, including any relevant timings and conversations.

Details of any damage, missing items or other specific concerns.

What you would consider to be a fair and reasonable outcome.

We encourage you to raise complaints as soon as possible after the event, so that we can investigate while details are still clear for everyone involved.

Our Complaints Handling Process

Once we receive your complaint, we will follow a structured process to ensure it is dealt with consistently and fairly.

1. Acknowledgement

We aim to acknowledge your complaint promptly. This acknowledgement will confirm that we have received your concerns and will begin our investigation. If we require any further information from you at this stage, we will let you know.

2. Investigation

Your complaint will be reviewed by a responsible member of our team who was not directly involved in the issue wherever possible. As part of the investigation we may:

Review booking records, job sheets and notes regarding your move.

Speak with the driver and any staff who attended the job.

Examine any photographs, inventories or other evidence you can provide.

Check any relevant terms and conditions that applied to your booking.

We aim to complete our investigation within a reasonable time. If the matter is complex and we need longer, we will inform you and advise when you can expect a full response.

3. Response and Outcome

Once the investigation is complete, we will provide you with a clear written response. This will set out:

A summary of the complaint raised.

The findings of our investigation.

Our decision and the reasons for it.

Any actions we will take to put things right, where appropriate.

Any steps we will take to improve our services in the future.

Where we uphold your complaint in full or in part, possible remedies may include an apology, corrective action, a gesture of goodwill, or other appropriate resolutions in line with our terms and conditions.

Time Limits for Making a Complaint

We ask that you notify us of any immediate service issues, such as non-arrival or serious delay, on the same day so that we can act quickly. For damage, loss or other concerns, it is helpful if you can raise these within a short period after your move, particularly where evidence such as photographs or packaging is available.

Complaints raised a long time after the event may be more difficult to investigate fully, but we will still review them and respond as fairly as possible based on the information available.

Information and Evidence

To help us assess your complaint, please provide any supporting information you have. This might include:

Photographs of any damage to items or property.

Copies of quotes, invoices or confirmation messages.

Lists or inventories detailing the items moved.

Notes of any conversations relating to your complaint.

The more information you can provide, the easier it is for us to fully understand what happened and consider an appropriate outcome.

Escalation of Your Complaint

If you are not satisfied with the outcome of your initial complaint, you may request that it is reviewed again. In your escalation request, please explain why you are unhappy with the initial response and what you believe has not been properly addressed.

Your complaint will then be re-examined, ideally by a more senior member of the team who was not involved in the original investigation, and you will receive a further written response outlining any additional findings and our final position.

Confidentiality and Data Protection

All complaints are handled in confidence. Information you provide will only be shared internally where necessary to investigate and respond to your concerns. We will keep records of complaints in line with our data protection responsibilities and use this information to monitor and improve our services.

Using Complaints to Improve Our Service

We view complaints as an important opportunity to learn and improve. Regular reviews of complaints allow us to identify patterns, improve training, update procedures and enhance the overall reliability of our man and van removal services. Feedback from customers helps us continue to provide a safe, efficient and professional service for future moves.

Review of This Procedure

This Complaints Procedure is reviewed periodically to ensure it remains clear, fair and effective. Any changes will be implemented across our business so that all members of our team understand their responsibilities when handling complaints.