Complaints Procedure

Complaints Procedure for Man with Van Ruislip

Man with Van Ruislip is committed to providing reliable, professional and courteous removal and transport services. We recognise that, on occasion, things may not go as planned. This complaints procedure explains how you can raise concerns, how we will handle them, and what you can expect from us at each stage.

1. Purpose and Scope of This Procedure

This procedure is designed to give all customers a fair, transparent and accessible way to raise complaints about our services. It applies to any service we provide, including house moves, flat moves, small office moves, single-item transport, packing assistance and related van services.

A complaint is any expression of dissatisfaction about the standard of service you have received from us, whether it relates to conduct of our staff or contractors, handling of belongings, timekeeping, communication, pricing clarity or any other aspect of our work.

2. Guiding Principles

When handling complaints, we follow these principles:

We treat all complaints seriously and with respect. We investigate objectively and without bias. We respond in a timely and proportionate way. We aim to resolve issues at the earliest possible stage. We use feedback to improve our services and prevent repeat issues.

3. Raising an Informal Concern

If you experience a problem during your move or shortly afterwards, we encourage you to raise it informally in the first instance. Often, concerns can be resolved quickly by speaking to the driver or team member on site, or by contacting our office to discuss the issue.

When raising an informal concern, please provide as much detail as you can so that we fully understand the situation and can offer a practical solution. We will do our best to resolve the matter promptly and to your satisfaction.

4. How to Make a Formal Complaint

If you are not satisfied with the outcome of an informal discussion, or if you prefer to make a formal complaint straight away, you can do so in writing. Written complaints help ensure that we have a clear record of your concerns and can investigate thoroughly.

When making a formal complaint, please include the following information where possible: Your full name and any reference for your booking. The date of your move or service. A clear description of what went wrong and when it occurred. Names or descriptions of any staff involved, if known. Details of any loss or damage, including photos if available. What outcome or resolution you are seeking.

We will only use the information you provide for the purpose of investigating and resolving your complaint and for improving our services.

5. Acknowledgement of Your Complaint

Once we receive your formal complaint, we will acknowledge it within a reasonable timeframe. In our acknowledgement, we will confirm that we have received your complaint, provide the name or role of the person handling it, outline the next steps in the process, and give an estimated timeframe for our full response.

If we need more information from you before we can start a full review, we will request this at the acknowledgement stage.

6. Investigation and Review

Your complaint will be reviewed by a competent person who was not directly responsible for the issue you have raised wherever possible. The investigation may include reviewing booking records, job sheets and any messages or notes associated with your move, speaking with the staff involved in your job, and assessing any photos, evidence or supporting documents you provide.

We aim to be fair, thorough and balanced. If we require clarification during the investigation, we may contact you to better understand your perspective.

7. Our Response and Possible Outcomes

After the investigation, we will provide you with a written response outlining our findings in clear language, explaining whether your complaint has been upheld in full, in part, or not upheld, and setting out the reasons for our decision.

Where appropriate, we may propose one or more of the following outcomes: An apology and explanation. Corrective action, such as staff guidance or changes to our procedures. Practical steps to put things right where reasonably possible. A goodwill gesture or other remedy where justified.

Any offer made will take into account the circumstances of the case, the evidence available, and any relevant terms and conditions that applied at the time of your booking.

8. Timeframes

We aim to resolve complaints as quickly as reasonably possible, taking into account the complexity of the issue and the availability of information. While timeframes can vary, our general aim is to acknowledge your complaint promptly and provide a full response once we have had time to carry out a proper investigation.

If we are unable to meet the estimated response time given in our acknowledgement, we will let you know and explain the reason for the delay, together with a revised timescale.

9. If You Are Not Satisfied With the Outcome

If you remain dissatisfied after receiving our written response, you can ask for a further review. In doing so, please explain why you disagree with our findings or outcome and whether you have any additional information you would like us to consider.

A more senior person, or someone not previously involved in the case, will look again at the complaint, the investigation and our decision. After this review, we will send you a final response outlining our conclusions. This will normally conclude our internal complaints process.

10. Complaints About Loss or Damage

If your complaint relates to loss or damage to items during a move, please raise this with us as soon as possible after the service, providing clear details and supporting evidence such as photographs. Any assessment will be made in line with our terms and conditions and any applicable limitations, including the condition of items before the move, pre-existing damage, and whether items were packed by you or by our team.

We encourage customers to discuss any particularly fragile, valuable or unusual items with us before the move, so that suitable arrangements can be made to minimise risk.

11. Using Feedback to Improve Our Service

We view complaints as an important source of feedback and a valuable opportunity to improve. We periodically review the complaints we receive to identify recurring themes, training needs for staff, and ways in which our processes, communication or service delivery can be improved.

Our aim is to provide a professional and dependable removal and man and van service across our operating area. By following this complaints procedure, we seek to ensure that any concerns are handled fairly, consistently and with respect for all parties involved.