Complaints Procedure

Complaints Procedure for Man With a Van Fitzrovia

Man With a Van Fitzrovia is committed to providing a reliable, professional and fair removal service. We take all complaints seriously and use them to improve our work. This Complaints Procedure explains how you can raise a concern, what we will do, and the standards you can expect from us.

Purpose of This Complaints Procedure

This procedure is designed to give customers a clear and simple way to tell us when something has gone wrong with our man and van or removal services. It sets out the steps we will follow to understand what happened, put things right where possible and prevent similar issues from occurring in the future.

We treat all complaints with respect, whether they relate to local moves, longer-distance removals, packing assistance, loading and unloading, punctuality, staff conduct, or handling of belongings.

What We Class As a Complaint

A complaint is any expression of dissatisfaction about our removal services or the way we have handled a previous issue, where a response is reasonably expected. This can include, for example:

Concerns about the way your belongings were handled or transported.

Issues with timekeeping, missed appointments or delays without explanation.

Concerns about the attitude, behaviour or communication of our staff.

Disputes regarding charges, quotations or agreed services.

Dissatisfaction with how a previous query or concern was handled.

We encourage you to raise any issue as soon as you become aware of it so that we have the best opportunity to investigate and resolve it promptly.

How to Make a Complaint

You can make a complaint in writing or verbally. Written complaints help us keep a clear record of the issue, but we will handle verbal complaints with the same care and attention.

When making a complaint, please provide as much detail as possible, including:

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

The date and approximate time of the service.

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

Details of any conversations you have already had with our team about the issue.

Any evidence that may help us understand the situation, such as inventory notes or photographs of damage.

Providing this information at the outset helps us deal with your complaint more quickly and fairly.

Our Complaint Handling Stages

We handle complaints in a simple, step-by-step way to ensure they are dealt with thoroughly and consistently.

Stage 1: Acknowledgement

Once we receive your complaint, we will acknowledge it within a reasonable timeframe. We will confirm that we have received your complaint and outline the next steps in our investigation process.

Stage 2: Investigation

Your complaint will be assigned to a person with appropriate responsibility to review your concerns. They will:

Review the details of your complaint and any evidence you have provided.

Check relevant booking details, work notes and service records.

Speak to any staff members involved in the service.

Consider our terms and conditions and any applicable policies.

We may contact you if we need additional information or clarification. We aim to investigate complaints in a balanced and fair way, listening carefully to both the customer and our team members.

Stage 3: Response and Outcome

After the investigation, we will provide you with a clear written or verbal response, depending on how you made your complaint. This response will normally include:

A summary of your complaint and the issues we have considered.

The outcome of our investigation and any findings.

Any action we propose to take to address the issue.

Where appropriate, an apology and an explanation of what went wrong.

We aim to provide a full response within a reasonable period. If, for any reason, we need more time, we will explain why and let you know when you can expect a final response.

Possible Resolutions

Where our investigation shows that we are at fault or could have acted better, we will seek to put matters right. Depending on the circumstances, this may include one or more of the following:

A sincere apology and explanation.

Corrective action, such as revisiting a job where practical.

Reviewing internal procedures, staff training or supervision.

Where appropriate and in line with our terms and conditions, consideration of compensation or contribution towards reasonable costs.

Any offer of resolution will be made fairly, taking into account the nature of the complaint, the impact on you and the evidence available.

If You Are Not Satisfied With the Outcome

If you are not satisfied with our response, you may ask for your complaint to be reviewed. In this case, where possible, a different person with suitable authority will reconsider your complaint, the investigation and the outcome reached. They may uphold the original decision, change it, or propose a different resolution. We will then provide you with a final response.

Our Commitment to Fairness and Improvement

We handle all complaints confidentially and in accordance with relevant laws and good industry practice. Making a complaint will not affect your right to use our services in the future, and you will be treated courteously at all times.

We regularly review complaints to identify patterns and areas where our removal services can be improved, including packing, loading, transport, handling of items and customer communication before, during and after a move.

Record Keeping

We keep a record of all complaints we receive, including the nature of the issue, how it was investigated and the outcome. These records help us monitor the quality of our man and van services and ensure that our responses to complaints are consistent and fair over time.

Feedback and Suggestions

Not all feedback is a complaint. If you wish to share a suggestion, compliment or general comment about our services, please contact us. Your feedback, whether positive or negative, is valuable and helps us maintain and improve the standard of our removal services.