Complaints Procedure
Man with Van Bloomsbury Complaints Procedure
Man with Van Bloomsbury is committed to providing a reliable and professional removal service. However, we recognise that problems can occasionally arise. This Complaints Procedure explains how you can raise a concern, how we will respond, 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 Man with Van Bloomsbury for removals, man with a van services, and related transport or handling of goods. It covers complaints about our service quality, communication, punctuality, care of possessions, conduct of team members, and the accuracy of information provided before or after a move.
The aims of this procedure are to:
Provide a clear and fair process for raising complaints.
Ensure complaints are investigated promptly and thoroughly.
Identify and correct problems to improve our removal services.
2. What We Class as a Complaint
A complaint is any expression of dissatisfaction, whether spoken or written, where you would like us to review what happened and provide a response. Examples include:
Delays or missed arrival times without reasonable explanation.
Concerns about how your belongings were handled or protected.
Disagreement about charges, quotes or additional costs.
Unsatisfactory behaviour or attitude from our team members.
Failure to follow agreed instructions regarding collection, delivery or access.
General feedback or suggestions for improvement are always welcome but will not necessarily be treated as a complaint unless you specifically ask us to do so.
3. How to Make a Complaint
You can raise a complaint in writing or verbally. For clarity and to help us investigate properly, we encourage you to set out your complaint in writing wherever possible. Please include the following details:
Your full name and any reference details for your booking.
The date and approximate time of your move or service.
A clear description of what went wrong and when it happened.
Names or descriptions of any staff involved, if known.
Any supporting information you feel is relevant.
If your complaint relates to loss or damage, please describe the item or items involved, the nature of the damage, and when you first noticed it.
4. Time Limits for Raising a Complaint
We ask that complaints are raised as soon as reasonably possible so that we can investigate effectively. In most cases, complaints should be submitted within 14 days of the date of service or the date you became aware of the issue. Complaints made after this period may be more difficult to investigate fully, but we will still review them where practical and fair to do so.
5. Our Acknowledgement and Initial Response
Once we receive your complaint, we will acknowledge it within a reasonable period of time. Our acknowledgement will confirm that we have received your complaint and will outline the next steps. We will also advise if we require any further information from you at this stage.
Our aim is to provide a full written response as quickly as possible, usually within 14 days of receiving all the necessary information. If we anticipate that our investigation will take longer, we will let you know and explain why.
6. How We Investigate Complaints
We will review the details you have provided and gather any additional information we need. This may include:
Checking booking records, job sheets and route details.
Speaking with team members who were present on the day.
Reviewing any photographs or evidence you submit.
Considering any relevant policies, terms of service or insurance details.
We will assess your complaint fairly and objectively. Where appropriate, we may contact you to clarify certain points or to discuss possible resolutions.
7. Outcomes and Remedies
After we have completed our investigation, we will write to you with our findings and the outcome. Depending on the nature of the complaint, possible outcomes may include:
An explanation of what happened and why.
An apology where we have fallen short of our standards.
Corrective action, such as staff training or changes to our procedures.
A goodwill gesture where appropriate and at our discretion.
Where relevant, information on how to pursue a claim under any applicable cover or insurance, subject to terms and conditions.
We will always aim to propose a resolution that is fair to you and to us, based on the evidence available.
8. If You Are Not Satisfied With Our Response
If you are unhappy with the outcome or believe that your complaint has not been handled properly, you may ask for a review. In your request for a review, please explain why you disagree with our initial decision and identify any information you believe has not been considered.
A more senior member of our team will then review the handling of your complaint and the evidence relied upon. We will provide you with a further written response once this review has been completed.
9. Our Commitment to Fairness and Improvement
We treat all complaints seriously and in confidence. Raising a complaint will not affect your right to use our removal services in the future. We use information from complaints to help us review our performance, refine our processes, and maintain consistent standards across all moves we carry out.
By having a clear Complaints Procedure and by responding promptly and fairly, we aim to resolve issues constructively and maintain the trust of our customers across the areas we serve.
10. Updates to This Complaints Procedure
This Complaints Procedure may be updated from time to time to reflect changes in our services, internal processes, or legal requirements. The version published on our website will always be the most current. You are encouraged to refer to it when raising a new complaint or seeking information about how we handle concerns.
If you have any questions about this procedure or how it applies to your situation, please contact us using the standard contact details provided on our website.
