Complaints Procedure

Man With a Van Romford Complaints Procedure

Man With a Van Romford is committed to providing a reliable and professional removal and transport service. We understand that, on occasion, things may not go as planned. When this happens, we want to know about it so that we can put things right and improve our services. This complaints procedure explains how you can raise a concern, what you can expect from us, and how we work to resolve issues fairly and promptly.

Purpose of This Complaints Procedure

The purpose of this procedure is to provide a clear and transparent process for customers who wish to complain about any aspect of our man and van or removal services. It applies to all customers using our services, including household moves, item collection and delivery, and small commercial moves. Our aim is to respond to complaints in a way that is fair, consistent, and respectful.

What We Class as a Complaint

A complaint is any expression of dissatisfaction about our services, whether justified or not, which requires a response. This may include, but is not limited to:

Issues with the quality of the moving or transport service provided.
Concerns about the conduct, attitude, or performance of our staff or drivers.
Problems related to punctuality, scheduling, or communication.
Concerns about how your belongings were handled, including damage or loss.
Disputes regarding charges, quotes, or invoicing for our services.

We welcome feedback of all kinds. If you are unsure whether your concern counts as a complaint, we encourage you to raise it so we can review it and assist you.

How to Make a Complaint

You can raise a complaint in writing. Please provide as much detail as possible about the issue so that we can investigate it thoroughly. When submitting your complaint, include the following where relevant:

Your full name and any booking reference you have.
The date and time of the service.
The address where the collection and delivery took place.
A clear description of what happened and why you are dissatisfied.
Details of any damage, delay, or other specific issues.
What you would consider to be a fair resolution.

We encourage you to make your complaint as soon as possible after the event so that we can review and respond while the details are still clear.

Our Complaints Handling Stages

We follow a structured process to ensure that all complaints are handled consistently and fairly.

Stage 1: Acknowledgement

Once we receive your complaint, we will acknowledge it in writing. We aim to do this within three working days. The acknowledgement will confirm that we have received your complaint and will explain the next steps in the process.

Stage 2: Initial Review

A member of our team will carry out an initial review of your complaint. This may involve checking booking details, route plans, driver notes, and any photographs or records related to your move. If we need further information from you to progress the review, we will contact you and explain what is required.

Stage 3: Investigation

We will then conduct a more detailed investigation. This may include speaking to the staff involved, reviewing any written communications, and assessing the condition reports of items where relevant. Our objective is to understand exactly what happened and why. We aim to complete the investigation and provide a full response within fourteen working days of acknowledging your complaint. If the matter is particularly complex and we require more time, we will inform you and provide an updated timeframe.

Stage 4: Response and Outcome

Once the investigation is complete, we will send you a written response. This will include:

A summary of your complaint and the issues you raised.
An explanation of the findings from our investigation.
Any steps we have taken or will take to address the matter.
Any offer of remedy, where appropriate.

Where we find that we have not met our usual standards, we will apologise and explain how we plan to prevent similar issues in the future.

Possible Remedies

Depending on the circumstances and subject to our terms and conditions, possible outcomes may include:

An explanation or clarification where there has been a misunderstanding.
A formal apology for any inconvenience, distress, or disruption caused.
Corrective action to complete or amend the service where appropriate.
A goodwill gesture, where considered reasonable.
Consideration of compensation, in line with our terms, conditions, and any applicable limits of liability.

Each complaint is considered on its own facts, and outcomes are determined by what we consider fair and reasonable based on the evidence available.

Escalating Your Complaint

If you are not satisfied with our response at the conclusion of our investigation, you may ask for your complaint to be reviewed again. In your escalation request, please explain why you are unhappy with the outcome and what further resolution you are seeking.

An escalation review will be carried out by a senior member of our team who was not directly involved in the original handling of your complaint. They will review the initial investigation, any additional information you provide, and will issue a final response. We aim to complete this review within ten working days of your escalation request.

Time Limits for Complaints

To enable us to investigate effectively, we ask that complaints are raised within a reasonable time of the service taking place, normally within 28 days. We may still consider complaints raised after this period, but our ability to investigate thoroughly may be limited if records or recollections are no longer clear.

Our Commitment to Fairness and Improvement

We treat all complaints seriously and handle them confidentially. Your complaint will not affect any ongoing or future services you receive from us. We also use information from complaints to review our training, procedures, and service standards for our man and van and removal work in the wider area we serve.

By following this complaints procedure, we aim to ensure that any concerns you have about Man With a Van Romford are heard, considered carefully, and resolved wherever possible to your satisfaction.