Complaints Procedure for Man and a Van Belsize Park
Man and a Van Belsize Park is committed to providing reliable and professional removal services. We aim to resolve any concerns quickly, fairly and in a way that maintains trust with our customers. This complaints procedure explains how you can raise a complaint, how we will respond, and what you can expect from us at each stage.
Purpose of This Complaints Procedure
The purpose of this procedure is to offer a clear and accessible route for customers to raise issues about our services, including home removals, man and van moves, packing assistance and related activities. It sets out how we will handle complaints in a consistent and transparent way, regardless of the size or type of move.
What We Class as a Complaint
A complaint is any expression of dissatisfaction about our services, whether justified or not, that requires a response. This may include, for example:
Concerns about the conduct, behaviour or attitude of our team members during a move.
Issues with the quality of the service provided, including punctuality, handling of items or adherence to agreed work.
Problems relating to administration, such as bookings, quotations, invoicing or documentation.
Concerns about damage to property or possessions that you believe occurred during a removal or delivery service.
We encourage you to raise any issue as soon as possible so that we can address it promptly.
How to Make a Complaint
You can make a complaint in writing or verbally. Written complaints are preferable, as they help us keep a clear record of the issues raised. When submitting your complaint, please include the following information where possible:
Your full name and the address where the service was provided.
The date of your move or the relevant service.
A clear description of the problem, including what happened and when.
Any reference numbers, such as a quotation or booking reference, if available.
Details of any immediate steps taken with a team member on the day of the service.
What outcome you are seeking, for example an explanation, an apology, a correction or compensation.
If you are unable to provide all of this information, we will still accept your complaint and work with you to gather any missing details required to investigate it properly.
Our Complaints Handling Stages
Stage 1: Initial Review and Acknowledgement
Once we receive your complaint, we will log it and arrange for an initial review. We will acknowledge your complaint as soon as reasonably possible. In our acknowledgement, we will confirm that your complaint has been received and advise who will be responsible for handling it.
At this stage, we may contact you to clarify any details and to make sure we fully understand your concerns. We may also request supporting information, such as photographs of any alleged damage or copies of relevant paperwork.
Stage 2: Investigation
We will carry out a fair and thorough investigation of your complaint. This may include:
Reviewing the booking records, inventory notes and any written instructions.
Speaking with the driver and crew members involved in your move.
Examining any photographs, condition reports or other evidence supplied.
Checking our internal policies and any commitments made to you at the time of booking.
We aim to complete our investigation within a reasonable timeframe, taking into account the complexity of the issues raised and the availability of key information. If the investigation is likely to take longer than expected, we will keep you informed of the reasons for the delay and provide an updated timescale.
Stage 3: Response and Outcome
When our investigation is complete, we will send you a written response. This will include:
A summary of the complaint and the issues considered.
An outline of the steps taken during the investigation.
Our findings and any conclusions reached.
Details of any actions we will take to put things right, which may include an apology, corrective work, a gesture of goodwill, or, where appropriate, a financial settlement in line with our terms and conditions and any applicable insurance cover.
We aim to ensure that our response is clear, respectful and based on the evidence gathered. If we are unable to uphold your complaint, we will explain our reasons.
If You Remain Dissatisfied
If you are not satisfied with the outcome of your complaint at Stage 3, you may request a further review. In this case, your complaint will be reconsidered, where possible, by a person not previously involved in the investigation. They will review the evidence, the handling of the complaint and the decision reached, and will either confirm or amend the outcome.
We will inform you in writing of the result of this further review and explain our final position.
Time Limits for Making a Complaint
We recommend that complaints relating to removal services, man and van moves or delivery work are raised as soon as reasonably possible and, in the case of damage to goods or property, no later than a short time after the service has taken place. Prompt notification helps us investigate effectively and may be required under our insurance terms.
While we will always consider complaints made later, please be aware that delays in reporting may limit the options available for resolving certain issues.
Our Commitment to Fairness and Improvement
Man and a Van Belsize Park is committed to handling all complaints confidentially and in line with data protection requirements. Complaints are used not only to resolve individual concerns, but also to help us monitor service quality, identify trends and make improvements to our removal and transport services.
We welcome feedback and view complaints as an opportunity to strengthen our standards, training and communication with customers across the areas we serve.
Alternative Dispute Resolution
Where appropriate, and if a complaint cannot be resolved through our internal process, you may have the option of using an alternative dispute resolution route. Details of any such scheme we participate in, and how it may apply to your situation, will be provided on request.
This complaints procedure does not affect your statutory rights.
