Complaints Procedure for Man with Van Charlton
Man with Van Charlton is committed to providing a reliable and professional removals and man and van service. We aim to resolve any issues quickly and fairly. This Complaints Procedure explains how you can raise a concern, how we will handle it, and what you can expect from us at each stage.
Purpose of this Complaints Procedure
The purpose of this procedure is to give customers a clear and transparent process for raising complaints about our services. It applies to all aspects of our work, including man and van moves, house and flat removals, office moves, packing assistance, and related services before, during, and after your move.
We use complaints as an opportunity to review our performance, improve our services, and help prevent similar issues in the future.
What We Class as a Complaint
A complaint is any formal expression of dissatisfaction about our services, whether justified or not. This may include but is not limited to:
Issues with punctuality, reliability, or communication in relation to your booking or move date.
Concerns about the behaviour, conduct, or attitude of our staff or drivers.
Disputes about charges, additional fees, or how your quote was applied to the final invoice.
Concerns about how your belongings were handled, including damage or loss of items during loading, transit, or unloading.
Concerns about the standard of our service, such as the care taken, the time taken to complete the move, or the condition in which your property was left.
How to Make a Complaint
You should raise your complaint as soon as possible so that we can address it promptly. Providing clear and accurate information will help us investigate and resolve matters as quickly as possible.
When making a complaint, please provide the following details where possible:
Your full name and the address where the service took place.
The date of your move and any booking reference you were given.
A clear description of what went wrong and when it occurred.
The names or descriptions of any staff involved, if known.
Details of any damage, loss, or specific incidents that you wish to highlight.
Copies of any supporting evidence you may have, such as photographs of damage, inventory lists, or written correspondence.
Stages of Our Complaints Process
Our complaints process is designed to be straightforward and fair. We aim to respond within reasonable timeframes and keep you informed throughout.
Stage 1: Initial Review
Once we receive your complaint, we will log it in our internal records and carry out an initial review. We aim to acknowledge your complaint promptly. During this stage we may contact you to clarify details or request further information. We will also review relevant documents, job notes, and any evidence provided by you or our staff.
Stage 2: Investigation
A manager or designated person will investigate your complaint in detail. This may include speaking with the team members involved in your move, reviewing route and timing records, checking photographs taken on the day, and cross-referencing your version of events with any internal reports.
We aim to complete our investigation within a reasonable time. If we need more time to look into the matter, we will let you know and explain why and when you can expect a further update.
Stage 3: Outcome and Response
After completing our investigation, we will provide you with a clear response. This will normally include:
A summary of your complaint and the issues we have investigated.
Our findings based on the information and evidence available.
Any steps we propose to resolve your complaint.
Information on any changes or improvements we plan to make to our service as a result of your feedback.
Where appropriate, we may offer remedies such as an apology, a partial refund, a goodwill gesture, or other practical solutions. Any remedy will be assessed case by case and will take into account the circumstances of your move and the terms agreed at the time of booking.
Handling Complaints About Damage or Loss
If your complaint involves damage to or loss of your belongings, it is important that you inform us as soon as you become aware of the issue. In most cases this should be within a short period following completion of your move.
To help us assess claims involving damage or loss, please provide:
Photographs of the damage from different angles, including the surrounding area.
Details of the item, including make, model, and approximate age.
Information about the condition of the item before the move.
Details of any existing defects or vulnerabilities declared prior to the move.
We will review these details alongside our own notes and any protective measures recorded for your items. Our assessment will take into account reasonable wear and tear, pre-existing damage, and any limitations outlined in our terms and conditions.
Your Responsibilities When Making a Complaint
To help us deal with your complaint fairly and efficiently, we ask that you:
Provide accurate and honest information about what happened.
Respond to our requests for further details or evidence within a reasonable timeframe.
Treat our staff with respect and allow us the opportunity to investigate properly.
Refrain from making false or misleading allegations.
We reserve the right to stop handling a complaint where behaviour is abusive, threatening, or clearly unreasonable. However, we will always aim to reach a fair outcome where genuine concerns are raised.
Continuous Improvement
We take all complaints seriously. Even where we do not fully agree with your view of events, we may still identify ways in which we can improve our service. We regularly review complaint trends to identify recurring issues, enhance staff training, and refine our procedures for planning and carrying out removals.
Review of this Complaints Procedure
This Complaints Procedure is reviewed periodically to ensure it remains clear, fair, and effective for customers using our man and van and removal services. We may update it from time to time to reflect changes in our operations or in relevant industry practices. The version published here will always be the most current.
