Man with Van Blackfriars Complaints Procedure
Man with Van Blackfriars is committed to providing reliable, professional removals and man and van services. We understand that, on occasion, things may not go as planned. When this happens, we want to know about it so we can put matters right and improve our service. This Complaints Procedure explains how to raise a concern, what information we need from you, how we will respond, and what you can expect at each stage of the process.
Our Approach to Complaints
We take all complaints seriously, whether they relate to local moves, longer-distance removals, packing assistance, loading and unloading, or general conduct. Our aim is to deal with every complaint fairly, consistently and promptly, and to learn from feedback to enhance the customer experience for future moves.
We treat all complaints in confidence and will only share details with team members who need the information in order to investigate and resolve the issue.
What Counts as a Complaint
A complaint is any expression of dissatisfaction about our services, whether written or verbal, which requires a response. This may include, for example:
Concerns about the handling, packing, loading or unloading of items.
Issues related to timings, punctuality or adherence to agreed arrangements.
Concerns about the attitude, behaviour or professionalism of our team members.
Disputes regarding charges, quotations or invoicing for removal services.
Any other aspect of our man and van or moving service that you believe fell below a reasonable standard.
How to Make a Complaint
You can raise a complaint in writing or verbally. We encourage written complaints wherever possible, as this helps ensure we have a clear and accurate record of the issues you are raising. Please provide the following information to help us investigate efficiently:
Your full name and the address where the service was carried out.
The date of your move or booking, and any reference number if available.
A clear description of what went wrong, including key dates and times.
Details of any damage, loss, lateness, or other issue you experienced.
What outcome you are seeking, such as clarification, an apology, corrective action, or review of charges.
We recommend submitting your complaint as soon as possible after the service, ideally within 14 days. This helps us to gather accurate information and respond more effectively.
Stage One: Initial Review and Acknowledgement
Once we receive your complaint, we will review the details and acknowledge receipt. Our acknowledgement will confirm that we are treating your concerns as a formal complaint and that an investigation has begun.
We aim to acknowledge all complaints within five working days. In the acknowledgement, we may ask you for additional information or clarification if anything is unclear or if we need more detail to investigate properly.
Stage Two: Investigation of Your Complaint
We will then conduct a thorough investigation into your concerns. This may involve:
Reviewing booking details, job notes and any related paperwork.
Speaking with the team members involved in your move or service.
Reviewing any photographic evidence or records, where available.
Assessing whether our usual procedures were followed correctly.
We aim to complete our investigation and provide a full response within 20 working days of acknowledging your complaint. If the matter is particularly complex and we need more time, we will let you know and give you an updated timescale.
Stage Three: Response and Outcome
Once the investigation is complete, we will send you a written response explaining:
Our understanding of your complaint and the key issues raised.
The steps we took to investigate the matter.
Our findings and whether we uphold your complaint in full, in part, or not at all.
Any actions we will take to resolve the situation.
Where appropriate, this may include an explanation or apology, corrective action relating to future bookings, or other proportionate remedies. We handle each case individually, with a focus on fairness and clarity.
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 by a senior member of our team. In your request for a review, please explain which aspects of the outcome you disagree with and why you believe further consideration is needed.
The senior review will look again at the handling of your complaint, the evidence considered, and the decision reached. We aim to provide the outcome of this review within 15 working days. This review will be our final internal decision on the matter.
Time Limits and Late Complaints
We encourage customers to raise concerns as soon as possible after the service. Complaints made more than three months after the date of the move or service may be more difficult to investigate fully, particularly if detailed records or recollections are limited. However, we will still consider late complaints and will do our best to review the available information fairly.
Improving Our Removal Services
Every complaint is an opportunity for us to review and improve how we work, whether that relates to local moves, longer-distance journeys, or specialist items. We regularly review complaints received to identify patterns or recurring issues. Where we find areas for improvement, we may update our training, refine our processes, or make changes to how we plan and deliver our man and van and removal services.
Accessibility and Assistance
We want our Complaints Procedure to be accessible to all customers. If you require assistance in raising a complaint or need us to adjust the way we communicate with you, please let us know. We will do our best to accommodate any reasonable request to support you in explaining your concerns and understanding our responses.
Record Keeping and Confidentiality
We keep secure records of all complaints and related correspondence. These records help us track the progress of your complaint and support our efforts to improve our removal and man and van services. Information is held in line with our privacy practices and is only shared where necessary for the purpose of resolving your complaint or where we are required to do so by law.
By setting out this clear Complaints Procedure, Man with Van Blackfriars aims to ensure that any concerns about our services are handled fairly, promptly and with respect for all parties involved.
