Complaints Procedure

Complaints Procedure for Man With a Van Morden

Man With a Van Morden is committed to providing a reliable and professional removals and man and van service. We aim to resolve any concerns quickly and fairly. This complaints procedure explains how you can raise an issue with us, how we will handle your complaint, and what you can expect at each stage.

Purpose of This Complaints Procedure

The purpose of this procedure is to give customers a clear and straightforward way to tell us when something has gone wrong. It covers all aspects of our services, including local moves, long distance moves, packing, loading, unloading, and related removal services. We use the feedback from complaints to improve our service and to help prevent similar issues from happening again.

What We Class as a Complaint

A complaint is any expression of dissatisfaction about our services, whether justified or not, where you wish us to respond. This may include concerns about:

• The standard or quality of our moving or delivery services
• The conduct, attitude, or behaviour of our drivers, porters, or office staff
• Delays, missed time slots, or cancelled bookings
• Lost, damaged, or incorrectly handled items
• Charges, quotes, or payments that you believe are incorrect or unclear
• Any other matter where you feel we have not met our stated standards

How to Make a Complaint

You can make a complaint in writing or verbally. To help us understand and deal with your complaint efficiently, please provide the following information where possible:

• Your full name
• Your booking reference or job date and address
• A clear description of what happened and why you are unhappy
• The date and time of the incident or service
• Names or descriptions of any staff involved, if known
• Details of any loss or damage to your belongings
• Any steps you would like us to take to put things right

If you raise a complaint verbally with a member of our team, we may ask you to confirm the details in writing to ensure that we record your concerns accurately.

Time Limits for Making a Complaint

You should tell us about any concerns as soon as you can so that we can investigate while the details are still fresh. Where your complaint relates to loss or damage to property, we ask that you notify us as soon as practicable after the service has been completed. Delay in notification may affect our ability to properly review or verify what has occurred.

Our Complaints Handling Stages

Stage 1: Initial Review

Once we receive your complaint, we will log it and carry out an initial assessment. We will aim to acknowledge your complaint within a reasonable timeframe. During this stage we may contact you for further information or clarification, and we may also speak to the staff members involved and review any records related to your booking.

Stage 2: Investigation

We will conduct a fair and impartial investigation into the issues you have raised. This may include:

• Reviewing booking notes, job sheets, and photographs where available
• Taking statements from staff who carried out the removal or related tasks
• Checking vehicle logs, route details, and timings
• Assessing any evidence of alleged loss or damage to your belongings

We aim to complete our investigation as quickly as reasonably possible, taking into account the complexity of the complaint and the availability of relevant information.

Stage 3: Outcome and Response

When our investigation is complete, we will provide you with a clear response setting out:

• Our understanding of your complaint
• The steps we took to investigate
• Our decision and reasons
• Any offer of corrective action, remedy, or goodwill gesture where appropriate
• Any changes we intend to make to our processes as a result of your feedback

Where it is not possible to uphold your complaint, we will explain why and provide the information that led us to that conclusion.

Possible Outcomes and Remedies

Depending on the nature of your complaint and the findings of our investigation, we may offer one or more of the following:

• An apology and explanation
• Correction of an error, such as an adjustment to your booking records
• A review or clarification of charges you have queried
• A contribution towards repair costs or compensation where justified and in line with our terms and conditions
• Measures to prevent a similar issue occurring again, such as staff training or changes in procedure

Any financial or practical remedy will take into account our contractual terms, any agreed insurance, and the condition and value of items at the time of the service.

If You Remain Dissatisfied

If you are not satisfied with our final response, you may request that we review your complaint again. In doing so, please explain why you remain unhappy and what further outcome you are seeking. A senior member of our team will reassess the matter wherever possible and inform you whether the original decision can be changed or confirmed.

Your Responsibilities When Making a Complaint

To help us handle your complaint effectively, we ask that you:

• Provide accurate, complete information and any evidence you have
• Communicate clearly and calmly with our staff
• Allow us reasonable time to investigate
• Cooperate with any reasonable requests for further details

We reserve the right to refuse to engage with unreasonable, abusive, or persistent complaints that have already been fairly addressed through this procedure.

Using Complaints to Improve Our Service

Every complaint is an opportunity for us to review and improve our moving and transportation services. We regularly monitor the type and number of complaints received, identify recurring issues, and update our working methods, staff training, and customer communication to reduce the likelihood of similar problems in the future.

By following this complaints procedure, we aim to deal with your concerns fairly, consistently, and promptly, and to maintain confidence in Man With a Van Morden as a trusted removals provider.