Man with Van West Green Complaints Procedure

Man with Van West Green is committed to providing a reliable, professional and transparent removal service. We aim to resolve any concerns quickly and fairly. This complaints procedure explains how you can raise a complaint about our services, what information we need from you, how we will handle your complaint, and what you can expect from us at each stage.

Scope of this Complaints Procedure

This procedure applies to complaints relating to any aspect of our man and van and removal services, including domestic moves, small office moves, loading and unloading, packing support, handling of goods, timekeeping, conduct of staff and charges. It covers services provided directly by Man with Van West Green and any sub-contractors working on our behalf.

This procedure does not cover employment disputes, job applications or issues that are already the subject of legal proceedings. It is designed for customers and prospective customers who wish to raise concerns about the quality or delivery of our services.

Our Commitments When Handling Complaints

We will treat all complaints seriously and handle them with professionalism, courtesy and confidentiality. We aim to:

Respond promptly and within the timeframes set out in this procedure.

Investigate complaints thoroughly and impartially.

Explain our findings clearly and in plain language.

Take appropriate action where we have made a mistake or could have done better.

Use feedback to improve our removal services and customer care.

How to Raise a Complaint

If you are unhappy with any aspect of our service, please raise the issue with us as soon as possible. Early contact gives us the best chance to understand what has happened and to put things right.

You can raise a complaint verbally or in writing. Written complaints are preferred for clarity and to ensure we fully understand your concerns. When submitting a complaint, please provide the following information where possible:

Your full name and preferred contact details.

The date and approximate time of your removal service or booking.

The collection and delivery locations involved in the move.

A clear description of what went wrong and how it has affected you.

Names or descriptions of any staff involved, if known.

Any supporting information such as inventory lists, photographs of damage or copies of invoices.

If your complaint relates to damage or loss of items, please describe the items as clearly as possible and tell us when you first noticed the issue.

Initial Resolution Stage

In many cases, concerns can be resolved quickly and informally. If you raise an issue during or immediately after your move, we will seek to resolve it on the spot where reasonably possible.

If you contact us after the move has been completed, we will acknowledge your complaint and attempt to resolve it at the first point of contact. Where the matter is straightforward and all necessary information is available, we will try to give you a response within five working days.

Formal Complaint Stage

If your complaint cannot be resolved informally, or you prefer a formal investigation, your complaint will be logged and handled under the formal stage of this procedure.

Once we receive a formal complaint, we will:

Acknowledge receipt of your complaint within five working days.

Review the details and allocate an appropriate person to investigate who was not directly involved in the incident where possible.

Contact you if we require further information or clarification.

Investigate the events you describe, including speaking to any staff involved and reviewing relevant records such as booking details, job sheets and photographs.

Provide you with a written outcome, setting out our findings and any proposed actions, normally within 20 working days of acknowledging your complaint.

Possible Outcomes and Remedies

Depending on the nature of your complaint and our findings, possible outcomes may include:

An explanation of what happened and why.

An apology, where we have not met our standards.

Practical steps to put things right, where reasonably possible.

A review or adjustment of charges, if appropriate.

Actions to improve our service, processes or staff training to reduce the risk of similar issues in future.

If your complaint relates to damage or loss, any remedy will be considered in line with our terms and conditions, including any applicable limitations or exclusions. We may ask for evidence of value or repair costs to help us assess an appropriate response.

Escalation if You Remain Unhappy

If you are dissatisfied with the outcome of your formal complaint, you may ask us to review the decision. Your request for a review should explain why you are unhappy with our findings or actions.

On review, we will:

Arrange for a more senior person, who was not involved in the original investigation, to reconsider the complaint.

Reassess the information, and consider any new evidence you have provided.

Issue a final response, usually within 15 working days of your escalation request.

This internal review is the final stage of our complaints procedure. If you are still not satisfied, you may wish to seek independent advice about any further options that may be available to you.

Time Limits for Making a Complaint

We ask that you raise any complaint as soon as possible and within 28 days of the service date wherever practical. Complaints made later than this may be more difficult to investigate fully, as details and evidence can become harder to confirm. However, we will always consider the circumstances and will not refuse to look at a complaint purely on the basis of timing where it is reasonable to do so.

Confidentiality and Data Protection

All complaints are handled in confidence. Information you provide will be used only for the purpose of investigating and resolving your complaint, improving our services and meeting our legal obligations. We will retain records of complaints and outcomes in line with our data retention practices and applicable data protection requirements.

Using Feedback to Improve Our Services

Feedback, including complaints, is an important part of how Man with Van West Green maintains and improves the quality of its removal services. We regularly review complaint trends, identify any recurring issues and take action to address underlying causes, whether through changes to procedures, additional staff training or improvements to communication with customers.

By following this complaints procedure, we aim to offer a fair, open and timely process that gives every customer confidence that their concerns will be heard and taken seriously.