Complaints Procedure

Man with Van Canonbury Complaints Procedure

This complaints procedure explains how Man with Van Canonbury manages and resolves concerns raised by customers about our removal and man and van services. We aim to provide a clear, fair, and timely process for addressing any problems that arise before, during, or after your move.

Our Commitment to Customers

We are committed to delivering reliable and professional moving services. If something goes wrong, we want to know about it so we can put it right and improve our service. All complaints are treated seriously, handled with respect, and kept as confidential as reasonably possible.

What This Procedure Covers

This complaints procedure applies to all domestic and small commercial customers using our man and van and removal services. It covers concerns about service quality, conduct of staff or contractors, handling of goods, timing and reliability of collections or deliveries, and administration such as bookings and invoicing.

This procedure does not cover matters that are more appropriately dealt with as insurance claims, such as loss or damage to goods where an insurance policy applies. In such cases, we will provide information about any relevant claims process in addition to this complaints procedure.

Raising a Complaint

We encourage customers to raise any issue as soon as possible so that it can be resolved quickly and informally where appropriate. In the first instance, you should explain your concern to the person you have been dealing with, such as the driver, team leader, or booking contact. Many problems can be resolved immediately through discussion.

If the issue cannot be resolved informally, or you prefer a more formal approach, you may submit a formal complaint. When making a complaint, please provide:

The date and approximate time of the service, your full name, and any reference details relating to your booking, a clear description of what went wrong, including relevant dates and locations, details of any items involved, particularly if loss or damage is alleged, and the outcome you are seeking, such as an apology, explanation, corrective action, or consideration of compensation.

How We Will Respond

Once we receive your complaint, we will record it in our internal log and begin an initial review. We aim to acknowledge formal complaints within a reasonable time frame. The acknowledgment will confirm that your complaint has been received and outline the next steps.

We will then investigate the matter, which may include speaking with the staff involved, reviewing job notes, schedules and any photographic evidence taken during loading or unloading, checking any relevant terms and conditions or agreed instructions, and assessing whether any additional information is required from you.

We aim to provide a clear written response once the investigation is complete. If the matter is complex and more time is required, we will aim to inform you of any delay and give an indication of when you can expect a full response.

Possible Outcomes

Following our investigation, we will set out our findings and explain the decision. Possible outcomes may include:

An explanation of what happened and, where appropriate, why it occurred, an apology where we consider we have fallen short of our standards, details of any corrective action we will take to prevent a repeat of the problem, information about any practical steps we can offer to put matters right where feasible, and consideration of compensation or goodwill gestures, in line with our terms and conditions and any relevant insurance provisions.

Escalating Your Complaint

If you are dissatisfied with the outcome of your complaint, you may request that it is reviewed by a more senior member of our management. When asking for a review, please explain why you disagree with the initial decision and provide any further information you think is relevant.

The reviewing person will consider the original investigation, any new evidence, and whether the procedure was followed correctly. A final response will then be issued. This will usually represent the conclusion of our internal complaints process.

Time Limits and Evidence

We ask that complaints are raised as soon as possible and preferably within a reasonable time after the service was carried out. This helps us to gather accurate information and to identify staff and circumstances relating to the job. Claims relating to loss or damage to goods may also be subject to specific time limits under our terms and conditions or any applicable insurance policy.

Where you allege loss or damage, we may request evidence such as photographs, proof of value, or original purchase information. This helps us to assess the extent of any problem and to determine what steps are appropriate.

Your Responsibilities

To help us deal with your complaint fairly and efficiently, we ask that you provide accurate information, respond to requests for clarification or additional evidence, and treat our staff with courtesy and respect throughout the process. We reserve the right to decline or discontinue dealing with complaints that are abusive, malicious, or clearly unreasonable, while still considering any legitimate issues raised.

Using This Procedure Alongside Other Rights

This complaints procedure does not affect your statutory rights or any rights you may have under our contract or any insurance policy. You remain free to seek independent advice at any stage. However, we encourage you to allow our internal procedure to run its course, as many issues can be resolved quickly and amicably when handled directly with us.

Continuous Improvement

We value feedback from customers across our removal and man and van services. Complaints, when they arise, are an important source of information that allows us to review training, refine our procedures, improve communication, and enhance the overall reliability and safety of our moving operations. We monitor complaint trends and use them to guide improvements to our service.

Review of This Procedure

Man with Van Canonbury may review and update this complaints procedure from time to time to reflect changes in our services, legal requirements, or best practice within the removals industry. The version in force at the time you raise your complaint will apply to the handling of your case.