Complaints Procedure for Man and a Van Stockwell
Man and a Van Stockwell aims to deliver a reliable and professional removal service for customers moving homes, flats, offices and storage. We recognise that, on occasion, customers may feel dissatisfied with some aspect of our service. This Complaints Procedure explains how you can raise concerns, how we will respond, and what you can expect from us at each stage.
Purpose of this Complaints Procedure
The purpose of this procedure is to provide a clear and fair process for dealing with complaints about our man and van and removal services. We use all feedback, including complaints, to improve the way we plan moves, handle property, communicate with customers and manage bookings. We are committed to treating every complaint seriously, investigating it thoroughly and responding in a timely and respectful manner.
What This Procedure Covers
This procedure covers complaints about any aspect of our services, including:
Issues with local or longer-distance removals, loading, unloading or transport of items.
Concerns about the conduct, attitude or behaviour of our drivers, porters or office staff.
Disputes about the scope of work, scheduling, timings or access arrangements on moving day.
Concerns relating to potential loss, damage or handling of belongings during a move.
Questions or concerns regarding charges, invoices, estimates or agreed services.
This procedure does not cover general enquiries, booking questions or service requests that can be dealt with through our normal customer service channels.
Making a Complaint
If you are unhappy with any aspect of our removal services, please raise your concerns as soon as possible. Providing clear information will help us investigate effectively. When you make a complaint, please include the following details where possible:
Your full name and the address where the service was carried out.
The date of your move and any booking or reference number you have.
A clear description of what went wrong and when it happened.
The names or descriptions of any staff involved, if known.
Details of any loss or damage and supporting information where available.
What outcome you are seeking, such as an explanation, apology, corrective action or review of charges.
We encourage you to make your complaint in writing so there is a clear record of the issues raised. However, we will also log and handle complaints made verbally.
Initial Resolution
In the first instance, we aim to resolve straightforward complaints quickly and informally. Wherever possible, the staff member or manager directly responsible for your booking or move will review the details and attempt to put things right. This may include clarifying misunderstandings, correcting minor errors, or agreeing practical steps to address your concerns.
If you have already spoken to a member of staff and are not satisfied with the response, or if the matter is more serious or complex, you may request that your complaint be treated as a formal complaint under this procedure.
Formal Complaint Process
Once your complaint is logged as a formal complaint, we will acknowledge receipt within a reasonable timeframe. In our acknowledgement we will confirm that we have received your complaint, outline the next steps, and provide an estimated timescale for our investigation and response.
A manager will review your complaint and may contact you to request further information or clarification. As part of the investigation, we may:
Review booking records, job sheets, photographs and transport logs.
Speak to the staff members who were involved in your move.
Assess any information you provide about loss or damage.
Consider any relevant terms and conditions that applied to your booking.
We aim to provide a full written response once the investigation is complete, explaining the outcome and the reasons for our decision.
Our Response and Possible Outcomes
Following our investigation, we will respond to your complaint. Depending on the outcome, this may include one or more of the following:
A clear explanation of what happened and why.
A formal apology where we have fallen short of our expected standards.
Details of any corrective action we will take regarding our staff, processes or training.
Information regarding any remedies we consider appropriate in line with our terms and conditions.
Confirmation of any changes we plan to make to improve our removal and man and van services.
If we are unable to uphold your complaint in full, we will explain our reasons and the evidence we have taken into account.
Timeframes
We aim to handle complaints as efficiently as possible. While actual timescales may vary depending on the complexity of the matter, we will:
Acknowledge formal complaints within a reasonable period.
Keep you informed if our investigation takes longer than initially expected.
Provide you with a clear outcome as soon as our review is complete.
We appreciate your patience while we gather information and speak to everyone involved to ensure a fair assessment.
Escalation of Your Complaint
If you are not satisfied with the outcome of our formal complaint process, you may request a review by a senior member of our team. In your request, please set out which parts of our decision you disagree with and any additional information you would like us to consider.
The senior reviewer will reconsider your complaint, taking into account our original investigation and any new information you provide. Once this review is complete, we will write to you with our final position.
Our Commitment to Fairness and Improvement
We are committed to treating all customers fairly and dealing with complaints in a consistent and respectful manner. Your feedback helps us to monitor the quality of our removal services across our service area and to identify where we need to improve.
All complaints are recorded and reviewed periodically so we can identify patterns, address recurring issues and enhance our training, procedures and communication. Our aim is to provide a reliable, careful and professional man and van service, and we use the outcomes of complaints to support that goal.
Confidentiality and Data Handling
Information you provide in relation to a complaint will be handled sensitively and used only for the purpose of investigating and resolving your concerns. We will share details only with those who need to know in order to deal with the matter. We retain complaint records in line with our internal policies and applicable data protection requirements.
Contacting Us About a Complaint
You can raise a complaint using our normal contact channels. Please make it clear that you are making a complaint so we can ensure it is logged and handled under this procedure. If there is anything we can reasonably do to adjust our process to help you explain your concerns, for example if you need support with communication, please let us know and we will do our best to assist.
By following this Complaints Procedure, we aim to deal with issues promptly and fairly and to maintain the trust of customers who rely on Man and a Van Stockwell for their moving and transport needs.
