Complaints Procedure

Complaints Procedure for Man with Van Tulse Hill

Man with Van Tulse Hill is committed to providing a reliable and professional removal and man and van service. We recognise that, on occasion, things may not go as planned. This complaints procedure explains how you can raise a concern about our service, how we will respond, and what you can expect from us throughout the process.

Purpose of Our Complaints Procedure

The purpose of this procedure is to give removal and man and van customers a clear, fair and accessible way to:

Raise any dissatisfaction with the service you have received, whether related to punctuality, conduct, handling of belongings, communication, or billing.

Have your concern investigated thoroughly, objectively and without unnecessary delay.

Receive an appropriate explanation, apology where due, and, if necessary, a practical remedy.

We treat all complaints as an opportunity to review and improve our home and office moving services.

What Counts as a Complaint

A complaint is any expression of dissatisfaction, whether verbal or written, about any aspect of our work. This may include, but is not limited to:

Concerns about the standard of packing, loading, unloading or transportation of your belongings.

Issues with timekeeping, reliability, or completion of the agreed moving work.

Concerns about the behaviour, attitude, or communication of our team members.

Disputes regarding quotations, charges, or changes to the agreed removal service.

Any situation where you feel that our service did not match what was agreed or reasonably expected.

How to Make a Complaint

You can raise a complaint in any clear and reasonable way. To help us investigate effectively, please provide as much detail as possible, including:

Your full name and, if applicable, the name under which the booking was made.

The date and approximate time of the job, and the collection and delivery locations.

A clear description of what happened and what you are dissatisfied with.

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

What outcome you are seeking, for example a review, explanation, or remedy.

You may raise a complaint as soon as you become aware of a problem. For issues relating to damage or loss of items, we encourage you to contact us as promptly as possible so that we can assess matters while the details are still clear.

Informal Resolution in the First Instance

Wherever possible, we aim to resolve concerns informally and quickly. If you are unhappy during or immediately after your move, please speak directly to the team member in charge on the day, or to our office as soon as you can.

Many issues can be resolved on the spot, for example through clarification of the agreed work, adjustments to how the move is carried out, or a prompt explanation or apology. If you are satisfied with the outcome at this stage, the issue will usually not proceed to the formal complaints process.

Formal Complaint Process

If your concern cannot be resolved informally, or you remain dissatisfied with the response you have received, you can ask for it to be treated as a formal complaint.

Once we receive a formal complaint, we will:

Acknowledge receipt of your complaint and confirm that it is being investigated.

Assign a person with appropriate responsibility to review the matter. Wherever possible, this will be someone who was not directly involved in the original issue.

Review the information you have provided, along with any relevant booking details, job notes, photographs, or statements from team members.

Contact you if we need further information or clarification to understand the situation fully.

Timeframes for Response

We aim to deal with complaints as promptly as reasonably possible. While actual timescales may vary depending on the complexity of the matter, our usual approach is:

To acknowledge your formal complaint within a reasonable period of receiving it.

To provide a full written or clearly expressed response once our investigation is complete.

If we are unable to meet our usual timescales due to the complexity of the issues, the need to gather additional information, or staff availability, we will inform you of any delay and keep you updated on progress.

Our Investigation and Decision

During our investigation, we will consider all available information in an even and objective manner. When providing our response, we will aim to:

Explain clearly what we have understood from your complaint.

Outline the steps we took to investigate the matter.

State whether we uphold your complaint in full, in part, or do not uphold it, and explain our reasons.

Where appropriate, propose a remedy. This may include an apology, an explanation, corrective action on future jobs, or other reasonable steps in line with our responsibilities and terms of service.

If You Remain Dissatisfied

If, after receiving our formal response, you remain dissatisfied, you may contact us again to explain why you do not agree with the outcome or the way your complaint was handled. We will review your further comments and consider whether any additional investigation or clarification is appropriate.

Where possible, a different senior member of our team will review the complaint at this stage. Once this review is complete, we will provide a final position on the matter.

Fair Treatment and Confidentiality

We will treat all complainants fairly, respectfully and without discrimination. Making a complaint in good faith will not affect your ability to use our removal or man and van services in the future.

All complaints are handled in line with relevant data protection principles. Information relating to your complaint will be shared only with those who need it in order to investigate and respond, or where we are required to do so by law.

Using Feedback to Improve Our Service

Every complaint and piece of feedback is recorded and reviewed. We use this information to identify trends, training needs and opportunities to improve our moving services, customer communication, and overall standards.

By following this complaints procedure, Man with Van Tulse Hill aims to resolve individual issues fairly while continuously improving the quality and reliability of the service offered to all customers.