Complaints Procedure for Man With a Van Coulsdon

Man With a Van Coulsdon is committed to providing a reliable, professional removals and man and van service. We recognise that, on occasion, things may not go as planned. When this happens, we want to know so that we can put things right and improve our service. This Complaints Procedure explains how to raise a concern, how we will respond, and what you can expect from us at each stage.

Our Approach to Complaints

We treat all complaints seriously and handle them in a fair, consistent and timely manner. We aim to:

Listen carefully to your concerns about our removal services.

Investigate what has happened and why.

Provide a clear response and, where appropriate, offer a practical resolution.

Use the experience to improve future moves and transport services.

What This Procedure Covers

This procedure applies to complaints relating to our man and van and removal services, including:

Domestic and small office moves.

Loading, transport and unloading of goods.

Timeliness of our service and attendance on agreed dates.

Conduct and behaviour of our team members.

Condition of goods following transportation, where this relates to our actions.

If your concern relates to something outside the services we provide, we will explain this and, where possible, advise you on the most appropriate next step.

Raising a Complaint

You should raise your complaint as soon as possible so we can address it promptly. Providing clear information will help us investigate quickly. When raising a complaint, please tell us:

Your full name and the address where the service was carried out.

The date of your move or booking.

A description of what went wrong and when it happened.

Any relevant details about the items moved, timings, or team members involved.

What outcome you are seeking, where this is known.

Complaints should be raised in writing wherever possible, so that both you and our team have a clear record of the concerns.

Informal Resolution

In many cases, concerns can be resolved quickly and informally. If you raise an issue during your move or shortly afterwards, we will aim to discuss it with you and agree a practical solution without delay. This may include:

Clarifying any misunderstandings about the service.

Agreeing reasonable adjustments on the day, where safe and appropriate.

Arranging for a follow-up visit or further assistance, where suitable.

If you are not satisfied with the outcome of an informal discussion, you can make a formal complaint under this procedure.

Formal Complaint Process

When we receive a formal complaint, we will follow these steps:

Acknowledgement: We will acknowledge your complaint and confirm that it is being investigated. We will also confirm the main points we understand you to be raising.

Investigation: We will review your account of events, any relevant booking records, and feedback from the team members involved in your removal or transport service. Where necessary, we may contact you to request further information.

Response: Once the investigation is complete, we will provide you with a written response. This will set out the findings, any conclusions reached, and any actions or remedies we are able to offer.

We aim to complete this process within a reasonable timeframe. If, for any reason, we anticipate a delay, we will inform you and explain why more time is required.

Possible Outcomes and Remedies

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

A clear explanation of what happened and why.

An apology, where our service has fallen below expected standards.

Practical steps to put things right, where this is achievable.

Information on changes we will make to our procedures, staff training or scheduling to reduce the risk of similar issues arising in future.

Where your complaint concerns potential damage or loss, any resolution will be considered in line with our terms and conditions, including any applicable limitations or exclusions. We will always explain how these terms apply to your situation.

Customer Responsibilities

To help us handle your complaint fairly and efficiently, we ask that you:

Provide accurate and complete information about your move and the issue raised.

Share any photos, inventories or other evidence that may assist the investigation.

Communicate with us in a respectful and constructive manner.

Respond to any reasonable requests for further information in a timely way.

This cooperation enables us to consider all the facts and provide a thorough response.

Confidentiality and Data Protection

All complaints are handled in confidence and shared only with those who need to know in order to investigate and resolve the matter. Any personal information you provide to us will be processed in line with applicable data protection requirements and our internal policies. We will keep a record of your complaint and our response for monitoring and improvement purposes.

Monitoring and Service Improvement

We review complaints regularly to identify any trends or recurring issues that may affect our removals and man and van services. Where we identify areas for improvement, we may:

Update our working practices or scheduling.

Provide additional training or guidance for our team members.

Refine our booking and communication processes.

By actively learning from complaints, we aim to maintain and enhance the quality and reliability of our service for all customers.

Changes to This Complaints Procedure

We may update this Complaints Procedure from time to time to reflect changes in our services, internal processes or relevant regulations. The version published on this page is the current one and replaces any earlier versions. You are encouraged to review it periodically if you use our services regularly.

We value all feedback about our man and van and removal services and appreciate the opportunity to address any concerns. Our aim is always to deal with complaints fairly, professionally and with a focus on reaching a reasonable resolution.