Complaints Procedure
Man with Van Anerley Complaints Procedure
This complaints procedure explains how Man with Van Anerley manages and resolves concerns raised by customers about our removal and man and van services. Our aim is to handle every complaint fairly, consistently and as quickly as possible, while using your feedback to improve our service across our operating area.
Our Commitment to You
We want every customer to be satisfied with the work we carry out. If something goes wrong, we want to know about it and put it right where we can. We commit to treating all complaints seriously, investigating them thoroughly, keeping you informed throughout the process, and learning from the outcome.
What This Procedure Covers
This procedure applies to any expression of dissatisfaction about our services, whether the issue arises before, during, or after a removal or man and van booking. It covers concerns about service quality, conduct of staff, handling and transport of goods, timeliness, communication, and billing or charges.
When to Raise a Complaint
You should raise a complaint when you believe that we have not delivered our services to the standard you reasonably expected, or where you consider that our terms, practices, or staff conduct have caused you inconvenience, loss, or dissatisfaction. We encourage you to tell us about any issues as soon as possible so we can address them promptly and accurately.
How to Make a Complaint
You can make a complaint in writing or verbally. To help us investigate and resolve your concern efficiently, please provide the following information when you contact us:
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, including times and locations where relevant, details of any items that may have been damaged or lost, copies of any supporting documents such as quotes or invoices, and what outcome or resolution you are seeking.
Initial Resolution Informally
In many cases, concerns can be resolved quickly and informally. If you raise an issue during or immediately after your move, the driver or team on site will try to resolve it straight away where it is reasonable and safe to do so. If the issue cannot be resolved on the day, it will be referred for further review under this complaints procedure.
Acknowledging Your Complaint
Once we receive your complaint, we will record it in our internal system and arrange for it to be reviewed by an appropriate member of our team. We will send you an acknowledgement within a reasonable timeframe, confirming that we have received your complaint and outlining the next steps in the process. Where necessary, we may ask you for further information to help us investigate properly.
How We Investigate Complaints
Our investigation process is designed to be fair, objective, and proportionate to the nature of the complaint. Depending on the issues raised, we may:
Review your booking details, inventory or job sheet; speak to the crew members or staff involved; examine photographs or any other evidence you provide; inspect any reported damage where practical; and review our records such as route logs and timings.
We aim to complete our investigation within a reasonable period. If we need more time due to the complexity of the case, we will let you know and explain why.
Our Response and Possible Outcomes
Once we have completed our investigation, we will provide you with a clear response explaining our findings, the reasons for our decision, and any steps we propose to take. Depending on the circumstances, outcomes may include an apology and explanation, corrective action regarding future bookings, remedial work where appropriate, a gesture of goodwill, or other solutions we consider fair and reasonable.
Where a claim relates to damage or loss, any remedy will be considered in line with our terms and conditions and any applicable limits or exclusions set out in your agreement with us.
If You Are Not Satisfied with the Outcome
If you are unhappy with our initial decision, you may ask for your complaint to be reviewed again by a more senior member of our team. When doing so, please explain why you disagree with the original decision and provide any additional information you think is relevant. We will then carry out a further review and provide a final response. Once this review is complete, our internal complaints process will usually be considered exhausted.
Time Limits for Complaints
To help us deal with complaints effectively, we ask that you notify us of any concerns as soon as possible, preferably within a short period of the service taking place. Claims about damaged or missing items should be reported promptly so we can verify the circumstances and condition of goods. Delay in reporting may affect our ability to fully investigate or offer certain remedies.
Use of Your Information
Information you provide in connection with a complaint will be handled in line with our data protection responsibilities. We will use your details only for the purposes of recording, investigating, and resolving your complaint, as well as improving our services more generally. Your information may be shared internally on a need to know basis but will not be shared with third parties except where required by law.
Continuous Improvement
Every complaint is an opportunity for us to review our performance and make improvements. We regularly analyse the complaints we receive to identify patterns, training needs, and process changes that can help prevent similar issues in future and maintain reliable removal services for customers in our service area.
Changes to This Complaints Procedure
We may update this complaints procedure from time to time to reflect changes in our services or in applicable regulations. The version published here replaces all earlier versions. You are encouraged to review this page regularly to stay informed about how we handle complaints.
