Complaints Procedure

Complaints Procedure for Man with Van Worcester Park

This Complaints Procedure explains how Man with Van Worcester Park handles concerns and complaints about our removal and moving services. We are committed to providing a reliable, professional and friendly service, and we recognise that occasionally things may not go as planned. When this happens, we want to know so that we can put it right and improve for the future.

Our Commitment to You

We aim to resolve complaints fairly, consistently and as quickly as possible. Every complaint is treated seriously and investigated thoroughly. We also use the feedback gained from complaints to review our processes, staff training and service standards across our moving and transport work.

We will always try to:

Listen carefully to your concerns and understand what went wrong from your point of view. Treat you with respect and courtesy at all times. Keep you informed about the progress of your complaint. Offer a clear explanation, an apology where appropriate, and a practical resolution wherever we can.

What This Procedure Covers

This procedure applies to complaints from private and business customers about our man and van and removal services. This includes local moves, long distance journeys, packing assistance, loading and unloading, and any related services carried out by our team.

It covers issues such as service quality, staff conduct, timekeeping, damage or loss of items, administration errors, and communication problems related to bookings and delivery of our services.

How to Make a Complaint

You can make a complaint in writing or verbally. We encourage you to raise any concerns as soon as possible after the event so that we can investigate while details are still clear. When you contact us, please provide:

Your full name and, if relevant, your company name. The date of your move or booking. Any reference or booking details you may have. A clear description of what happened and what you are unhappy about. Any supporting information such as photographs, inventory lists or correspondence that may help us understand the problem.

Complaints can be made to a member of our team on the day of your move or to our office afterwards. If your complaint involves potential damage or loss, please report this promptly so we can assess the situation and consider appropriate next steps.

Stage One: Initial Resolution

Most concerns can be resolved quickly at the time they arise. Wherever possible, we encourage you to raise any issue with the team on site or with our office as soon as you notice a problem. Our aim at this stage is to resolve matters informally and efficiently.

The person you speak with will listen to your concerns, ask any necessary questions, and try to provide an immediate solution. For example, this may include clarifying what has been agreed, adjusting our approach on the day, or arranging a follow up action.

If we are able to resolve your concerns to your satisfaction at this stage, we will confirm what has been agreed and any actions we will take.

Stage Two: Formal Complaint

If you are not satisfied with the outcome at Stage One, or if the issue is more serious or complex, you can make a formal complaint. When we receive a formal complaint, we will acknowledge it as soon as reasonably possible and begin an investigation.

During the investigation we may:

Review your account of events and any supporting information you have provided. Speak to the staff involved in your move or booking. Check job sheets, inventory records, photographs or other documentation. Consider our terms and conditions and any relevant industry guidance.

Once the investigation is complete, we will provide you with a written response explaining our findings, any conclusions we have reached, and what we propose to do to resolve the matter.

Timescales for Handling Complaints

We aim to handle complaints promptly. While exact timescales may vary according to the nature and complexity of the issue, our general approach is as follows:

We will acknowledge receipt of your formal complaint as soon as reasonably possible. We will normally complete our investigation and provide a response within a reasonable time. If for any reason we cannot meet this timescale, we will let you know and explain why more time is needed.

Throughout the process, we will keep you updated so you know what is happening and when you can expect a further response.

Possible Outcomes and Resolutions

Our aim is always to reach a fair and reasonable outcome. Depending on the circumstances, resolutions may include:

A clear explanation of what happened and why. An apology where appropriate. Practical steps to put things right, where possible. Reviewing and improving our internal procedures or staff training.

Where your complaint involves alleged damage or loss, we will assess the situation carefully in line with our terms and conditions. We may request further evidence or information to help us reach a decision.

If You Are Still Unhappy

If you remain dissatisfied after you have received our final response, you may ask us to review the matter again. In doing so, please explain which parts of our response you disagree with and why, and provide any additional information you feel is relevant.

We will consider your request for a review and let you know whether any further steps can be taken. Even if we are unable to change our decision, your comments will be recorded and used to improve our service where possible.

Using Feedback to Improve Our Service

We welcome all feedback, including complaints, as they help us understand what our customers expect from a professional man and van and removal service. We regularly review the complaints we receive to identify patterns, areas for improvement and opportunities to enhance our customer experience.

This may lead to changes in how we plan moves, protect items in transit, communicate with customers, or train and support our staff. Our goal is to make every move as smooth and stress free as possible, and learning from complaints is an important part of achieving that.

Review of This Complaints Procedure

This Complaints Procedure is reviewed periodically to ensure it remains clear, accessible and effective. We may update it from time to time to reflect changes in our services, operational practices or applicable guidance. The version on our website will always be the most current.

By setting out a transparent process for handling complaints, we aim to give all customers confidence that any concerns about our removals and transport services will be taken seriously and handled with care.