Complaints Procedure for Man With a Van Primrose Hill

Man With a Van Primrose Hill is committed to providing a reliable, professional removals and man and van service. We aim to handle your belongings with care and to make every move as smooth as possible. However, we recognise that sometimes things may not go to plan. This complaints procedure explains how you can raise a concern, how we will respond, and what you can expect from us at each stage.

Purpose of this Complaints Procedure

The purpose of this procedure is to provide a clear and fair process for dealing with any dissatisfaction with our services. This includes issues related to bookings, conduct of staff, handling of goods, punctuality, charges, and any other aspect of our removals and man and van operations. We use all feedback, including complaints, to improve the way we work across our service area.

What We Class as a Complaint

A complaint is any expression of dissatisfaction about our service, whether justified or not, where a response is expected. Examples include:

Delays or missed arrival times for a removal or van booking.

Concerns about the condition, handling, or transportation of your items.

Disputes about charges, waiting times, or additional fees.

Conduct, behaviour, or professionalism of any member of our team.

Any other matter where you feel we have not delivered the level of service you reasonably expected.

Raising a Complaint

You should raise your complaint as soon as possible after the issue arises so that we can investigate while details are still clear. When making a complaint, please provide:

Your full name and a suitable way for us to contact you.

The date of your move or booking and any reference you were given.

A clear description of what happened, including times and locations where relevant.

Details of any damage, loss, misunderstanding, or other concern.

What outcome or resolution you are seeking, if you have something in mind.

We encourage you to set out your complaint clearly and calmly so that we can understand and address it efficiently.

How We Will Handle Your Complaint

We aim to deal with all complaints promptly, fairly, and consistently. Our general process is as follows:

1. Acknowledgement

We will acknowledge your complaint as soon as reasonably possible after receiving it. In our acknowledgement, we will confirm that we have received your complaint and outline the next steps and indicative timescales for a full response.

2. Investigation

Your complaint will be reviewed by a person with appropriate responsibility who was not directly involved in the issue wherever possible. The investigation may include:

Reviewing booking records, job sheets, and any relevant documentation.

Speaking with the driver or removals team who attended your job.

Considering any photographs, notes, or evidence you provide.

Assessing our policies and procedures relevant to the issue raised.

3. Response

Once the investigation is complete, we will provide you with a written response explaining:

Our understanding of your complaint.

The steps we took to investigate the matter.

Our findings and whether your complaint is upheld in full, in part, or not upheld.

Any actions we will take to put things right or to prevent a recurrence.

We aim to provide a full response within a reasonable timeframe. If the matter is complex and we need more time, we will let you know and keep you updated on progress.

Possible Outcomes and Remedies

Depending on the nature and outcome of your complaint, possible remedies may include:

A sincere apology and explanation.

Corrective action, such as updating records or amending charges where appropriate.

Practical steps to complete or correct outstanding work where feasible.

Review of our internal procedures and staff training to reduce the risk of similar issues in future.

Any offer of remedy will be made on a case by case basis, taking into account the circumstances of your move, the terms agreed at the time of booking, and applicable laws and regulations.

Escalating Your Complaint

If you are not satisfied with our initial response, you may request that your complaint be reviewed at a higher level within the company. When asking for an escalation, please explain why you are unhappy with the original outcome and what further resolution you are seeking.

We will then carry out a further review, which may involve re examining the evidence, seeking additional information, or clarifying any points that remain in dispute. After this review, we will write to you with a final position on your complaint.

Time Limits for Complaints

We recommend raising any concerns about your removals or man and van service as soon as possible, and ideally within a reasonable period after the service has been provided. The longer the delay, the more difficult it may be to investigate fully, especially in relation to packing, loading, unloading, and access conditions at the time.

Our Commitment to Fairness and Improvement

We take all complaints seriously and treat every customer with respect. We will not discriminate or treat you unfavourably because you have raised a concern. Our aim is to resolve issues amicably and professionally, while learning from your experience to improve our removals and man with a van services across our operating areas.

Feedback, both positive and negative, helps us maintain high standards of care, reliability, and customer service. By following this complaints procedure, we hope to provide clarity, transparency, and confidence whenever you choose Man With a Van Primrose Hill for your move.