Complaints Procedure
Complaints Procedure for Man with Van Uxbridge
Man with Van Uxbridge is committed to providing a reliable, professional and fair 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 throughout the process.
Purpose of this Complaints Procedure
This procedure is designed to give customers a clear route for raising concerns about our services, including home moves, office relocations, single item transport and other related removal work. It aims to ensure that complaints are handled promptly, consistently and fairly, and that any lessons learned are used to improve our services.
What Counts as a Complaint
A complaint is any expression of dissatisfaction about our services or the way they were delivered, whether justified or not. This may include, for example:
Concerns about timekeeping, conduct or communication from our staff or drivers. Issues relating to loading, unloading or handling of items. Disputes about agreed services, pricing or additional charges. Problems with route planning, delays or failed collections or deliveries. Dissatisfaction with how a previous concern was handled.
We encourage you to raise any issues as soon as possible so that they can be addressed quickly and effectively.
Raising a Complaint Informally
Where possible, we recommend that you raise your concern informally in the first instance. You can do this by speaking directly with the team member on site or with the person who arranged your booking. Many issues can be resolved straight away by clarification, an on-the-spot solution, or a simple apology where appropriate.
If your concern cannot be resolved informally, or you feel it is too serious to deal with in this way, you should use the formal complaints process set out below.
How to Make a Formal Complaint
To help us understand and investigate your complaint fully, please provide the following information where possible:
Your full name and the address where the service was provided. The date of your move or booking, and any reference or invoice number you may have. A clear description of what went wrong and when it occurred. The names of any staff involved, if known. Details of any damage, loss or other impact, including photographs if available. Any steps already taken to resolve the issue informally.
Complaints should be made as soon as reasonably practicable after the event. This helps us access accurate information, involve the right people and reach a fair outcome.
What Happens After You Submit a Complaint
Once we receive your formal complaint, we will follow these stages:
Acknowledgement: We will acknowledge your complaint and confirm that it has been logged for investigation. Assessment: We will review the details you have provided and decide how best to investigate the matter. This may include speaking to staff members involved, reviewing booking records, route information, photographs and any other relevant evidence. Investigation: A designated person will look into the facts of the case, considering your account and the information available to us. We may contact you if we need clarification or further details. Response: We will provide a written response explaining the outcome of our investigation, our findings and any action we propose to take.
We aim to complete most investigations within a reasonable time frame. If the matter is complex or requires further work, we will inform you that extra time is needed and keep you updated on progress.
Possible Outcomes and Remedies
After we have investigated your complaint, we may decide on one or more of the following outcomes:
An explanation of what happened and why. An apology where we are at fault. Practical steps to correct the issue where this is possible. A goodwill gesture or contribution towards costs, where appropriate and at our discretion. Changes to our processes, staff training or operational arrangements to prevent similar problems in future.
Any remedy offered will take into account the specific circumstances of your complaint, including the nature of the issue, any loss or inconvenience suffered, and any evidence available.
Damage and Loss Concerns
Where your complaint relates to damage to property or belongings, or loss of items, we may ask for photographs, proof of value or purchase, and a description of the condition of items before the move. This information helps us assess the situation fairly and consider what form of remedy may be appropriate under the terms agreed at the point of booking.
If You Are Not Satisfied with the Outcome
If you are unhappy with our response, you may request a review of the decision. In doing so, please explain which aspects of the outcome you disagree with and why, and provide any new information or evidence that you feel has not been considered.
A different person, not involved in the original investigation where practicable, will review the complaint, the evidence and the response issued. Following this review, we will inform you of the final position of Man with Van Uxbridge on the matter.
Our Commitment to Fairness and Improvement
We take all complaints seriously and handle them with respect, confidentiality and without discrimination. Complaints provide valuable feedback that helps us improve our removal and transport services for all customers.
By following this Complaints Procedure, we aim to resolve issues fairly and promptly, maintain clear communication with you throughout the process, and ensure that any justified concerns lead to meaningful improvements in how we operate.
Record Keeping
We keep records of all formal complaints, including the nature of the issue, how it was investigated, and how it was resolved. These records help us identify trends, address recurring problems and demonstrate our commitment to responsible service delivery across our operating area.
