Complaints Procedure

Complaints Procedure for Man with Van Old Coulsdon

Man with Van Old Coulsdon is committed to providing a reliable and professional man and van and removal service. We recognise that, on occasion, things may not go as planned. This Complaints Procedure explains how you can raise a concern, how we will respond, and what you can expect from us at each stage. Our aim is to resolve issues fairly, promptly, and in a way that helps improve our services for future customers.

Purpose and Scope of This Complaints Procedure

This procedure is designed for customers who have used, or intend to use, our man and van or removal services. It covers complaints about our service delivery, including booking, collection, loading, transport, delivery, and customer care. It also covers the behaviour and conduct of our drivers, porters, and any other representatives acting on our behalf.

This procedure does not cover general enquiries, requests for quotes, or cancellations that follow our standard booking terms. Those matters are handled through our normal customer service processes.

What We Class as a Complaint

You may wish to make a complaint if you feel that:

• The service you received from Man with Van Old Coulsdon did not match what was agreed at the time of booking.

• Our team acted in a way that you consider unprofessional, discourteous, or unsafe.

• Items were lost, damaged, or delayed during a move or transport service and you believe we are responsible.

• We failed to follow our stated terms and conditions or this Complaints Procedure.

• You are unhappy with the way a previous concern was handled.

How to Make a Complaint

We encourage customers to raise any issues as soon as possible so that they can be addressed promptly. When making a complaint, please provide the following information where you can:

• Your full name and the address where the service took place.

• The date and time of the service or booking.

• A clear description of what went wrong and how you were affected.

• Details of any conversations you have already had with our team about the issue.

• Any supporting information, such as photographs of damage or copies of relevant documents.

You may raise your complaint verbally or in writing. If you raise it verbally, we may ask you to confirm the main details in writing so that we can keep an accurate record and ensure nothing is missed.

Our Complaints Handling Stages

We handle all complaints in a structured way to ensure consistency and fairness. There are three main stages: initial response, investigation and outcome, and review.

Stage One: Initial Response

Once we receive your complaint, we will acknowledge it as soon as reasonably possible. In most cases, this will be within five working days. The acknowledgement will confirm that we have received your complaint and explain the next steps in the process. We may contact you to clarify details or request further information where necessary.

Stage Two: Investigation and Outcome

After acknowledgment, a member of the management team will investigate your complaint. This may include reviewing booking records, speaking to the driver or team members involved, and assessing any supporting evidence you have provided. We aim to complete this investigation and provide a written outcome within twenty working days of acknowledging your complaint.

Where the investigation is likely to take longer, for example if we are waiting for additional information or there are complex issues to consider, we will inform you and provide an updated timescale. Our outcome response will explain:

• What we have understood your complaint to be about.

• The steps we took to investigate the matter.

• Our decision and, where appropriate, any action we will take.

• Any offer of remedy, which may include an apology, an explanation, corrective action, or other practical steps.

Stage Three: Review of the Decision

If you are not satisfied with the outcome of Stage Two, you can request a review of the decision. You should do this as soon as reasonably possible, explaining why you remain dissatisfied and providing any additional information you feel is relevant.

A separate member of the management team, who was not directly involved in the initial decision where possible, will review the complaint, the investigation, and the outcome. We will aim to complete this review and issue a final response within fifteen working days of receiving your request for a review.

The final response will set out whether the original decision is upheld, varied, or overturned, and will explain the reasons for that conclusion.

Timescales and Communication

We aim to handle all complaints promptly, but some matters may take longer to investigate fully. If we are unable to meet the indicated timescales, we will keep you informed and let you know when you can expect a further update. Throughout the process, we will communicate clearly and respectfully, and we ask that customers do the same.

Remedies and Resolution

Where your complaint is upheld in full or in part, we will seek to put things right in a fair and proportionate way. Possible remedies may include:

• A clear explanation of what went wrong and why.

• A sincere apology for any inconvenience or distress caused.

• Practical steps to correct the issue where this is still possible.

• Consideration of goodwill gestures, in line with our terms and conditions and any applicable legal requirements.

Our focus is on resolving issues constructively and learning from each complaint to improve how we provide our removal and transport services.

Your Responsibilities When Making a Complaint

To help us deal with your complaint efficiently and fairly, we ask that you:

• Provide accurate and complete information about the issue.

• Raise your concerns as soon as reasonably possible after the event.

• Treat our team with courtesy and respect throughout the process.

We reserve the right to end communication where a complainant behaves in a threatening, abusive, or unreasonable manner. In such cases, we may set reasonable boundaries for future contact.

Data Protection and Confidentiality

All complaints are handled in line with our data protection obligations. Information you provide will be used only for the purpose of investigating and resolving your complaint, improving our services, and meeting any legal or regulatory duties. We will keep records of complaints in a secure manner and retain them for a period that is appropriate for audit, insurance, and service improvement purposes.

Review of This Complaints Procedure

Man with Van Old Coulsdon reviews this Complaints Procedure periodically to ensure it remains clear, effective, and appropriate to the services we provide. We may update it from time to time to reflect changes in our operations, industry practice, or legal requirements. The version available at the time you raise a complaint will be the version that applies to your case.

We value feedback from all customers and view complaints as an opportunity to refine our man and van and removal services so we can continue to serve our local and surrounding communities to a high standard.