Complaints Procedure

Complaints Procedure for Man With a Van Mile End

Man With a Van Mile End is committed to providing a reliable and professional removal service. We aim to resolve any concerns quickly and fairly. This Complaints Procedure explains how you can raise an issue with us and how we will respond. It applies to all customers using our man and van and removal services.

Purpose of This Complaints Procedure

The purpose of this procedure is to provide a clear and transparent process for handling complaints. We use all feedback, including complaints, to review our services, improve our customer care, and reduce the risk of similar issues occurring in the future.

A complaint is any expression of dissatisfaction about our services, vehicles, staff, pricing, communication, or the way we handle your booking or move, where you expect a response or resolution.

Who Can Make a Complaint

This procedure is for any customer who has used, or tried to use, Man With a Van Mile End services. You can make a complaint whether you are an individual, a business, a landlord, a tenant, a student, or acting on behalf of another person with their permission.

When to Make a Complaint

You should raise your complaint as soon as reasonably possible after the problem occurs. This gives us the best opportunity to investigate properly and to find a suitable resolution. While we will try to review all genuine concerns, issues raised long after a service has been completed may be more difficult to investigate in full.

How to Make a Complaint

You can make a complaint to Man With a Van Mile End in writing or verbally. When submitting a complaint, please provide:

The date of your move or booking, a clear description of what went wrong, any relevant addresses or reference details, what you would consider a fair outcome, and any supporting information such as photos of damage, inventory lists, or written notes taken on the day.

Making your complaint as detailed and clear as possible will help us to understand the issue and respond more quickly.

Stage One: Informal Resolution

In many cases, issues can be resolved informally and quickly. If you experience a problem during your move or immediately afterwards, please raise it with the staff present or with your usual contact at Man With a Van Mile End. We will try to resolve the issue on the spot, for example by adjusting the service, clarifying charges, or correcting misunderstandings.

If we are unable to resolve your concern informally, or if you are not satisfied with the response, you can move to Stage Two and submit a formal complaint.

Stage Two: Formal Complaint

To make a formal complaint, you should set out your concerns clearly, including the essential details of what happened and the outcome you are seeking. Once we receive your formal complaint, we will acknowledge it within a reasonable time, confirming that it has been logged for investigation.

A member of our management team or a delegated senior staff member will review your complaint. This may involve speaking to the staff involved, reviewing booking records, checking any photographs or documentation, and if necessary asking you for further information.

Investigation and Timescales

We aim to provide a full response to formal complaints within a reasonable period, taking into account the complexity of the issue. Where a complaint is straightforward, this may be fairly quick. More complex situations, such as those involving claims of loss or damage, may require more detailed investigation.

If we anticipate that our investigation will take longer than usual, we will inform you and explain the reasons for the delay. We will also keep you updated on progress where appropriate.

Our Response and Possible Outcomes

Once we have completed our investigation, we will provide you with a written or clearly recorded response. This will usually include:

A summary of your complaint, the findings of our investigation, our decision on whether your complaint is upheld in full, in part, or not upheld, any actions we will take to resolve the matter, and where relevant, any changes we will make to our procedures or training.

Possible outcomes may include an apology, an explanation, corrective action to put things right where possible, a gesture of goodwill, or a decision that no further action is appropriate. Any offers we make will be based on our terms and conditions, the evidence available, and what we consider to be fair and reasonable.

Further Escalation

If you are not satisfied with the outcome of your formal complaint, you may request a further review. In your request, please explain why you disagree with our response and what further resolution you are seeking. Where possible, a different senior staff member will review the complaint and the investigation already carried out.

After this final internal review, we will issue a closing response. At that point, there may be no further internal escalation available within Man With a Van Mile End.

Claims for Loss or Damage

Complaints about loss or damage to property during a move must be raised as soon as possible after the service. We may ask you for photographs, proof of value, and details of how and when the damage was noticed. All such complaints are assessed with reference to our terms and conditions, including any agreed limits of liability and any exclusions that were explained before the move.

Confidentiality and Data Protection

All complaints are handled in confidence, in line with data protection requirements. Information is shared only with staff who need it to investigate and resolve your complaint, or where we are required to share information by law.

Using Complaints to Improve Our Service

We record and review complaints on a regular basis to identify any patterns or recurring issues. This helps us improve our removal services, staff training, communication, and customer support. By following this Complaints Procedure, we aim to treat every customer fairly and to keep improving the way Man With a Van Mile End operates.