Man with Van Woodford Complaints Procedure

This Complaints Procedure explains how customers of Man with Van Woodford can raise concerns about our removal and transport services, and how we will address and resolve them. Our aim is to provide a clear, fair and accessible process so that issues are handled professionally and within reasonable timeframes.

1. Purpose of this Complaints Procedure

The purpose of this procedure is to outline how you can tell us when something has gone wrong, what information we need from you, how we will respond, and the steps we will take to put matters right where possible. We use feedback and complaints to improve our man and van and removal services across our operating area.

2. 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, but is not limited to:

Concerns about punctuality, conduct or professionalism of drivers or porters.

Issues with the handling, loading or unloading of items.

Concerns about damage, loss, or incomplete delivery of goods.

Disputes about pricing, quotes, waiting time charges or additional fees.

Concerns about communication before, during or after a booking.

General dissatisfaction with the standard of our removal or transport services.

We encourage you to raise concerns as soon as possible so that we have the best chance of addressing them promptly and fairly.

3. How to Make a Complaint

You can make a complaint in writing or by speaking to a member of our team. Written complaints are often helpful because they allow you to clearly set out what has happened and what outcome you are seeking.

When submitting a complaint, please provide:

Your full name and a convenient way for us to contact you.

The date of your move or booking.

The collection and delivery addresses.

A clear description of what went wrong and when it occurred.

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

Any supporting information that might help us understand the situation, such as photographs of damage or copies of documents.

We will not ignore verbal complaints, but we may ask you to confirm details in writing so we can keep an accurate record and properly investigate.

4. Our Complaints Handling Stages

Stage 1: Acknowledgement

Once we receive your complaint, we will acknowledge it as soon as reasonably practicable. We will confirm that we have received your complaint and outline the next steps in the process. Where possible, we will also give you an indication of when you can expect a full response.

Stage 2: Investigation

Your complaint will be reviewed by an appropriate member of our team who was not directly responsible for the issue wherever possible. As part of our investigation we may:

Check booking details and job notes.

Speak with the driver, porters or office staff involved.

Review photographs, messages or any other evidence you provide.

Consider our terms and conditions and any relevant policies.

We may contact you for further information or clarification if required to fully understand the situation.

Stage 3: Response and Outcome

After completing our investigation, we will provide you with a clear written response setting out:

Our understanding of your complaint and the issues raised.

The findings of our investigation.

Any actions we propose to take to resolve the matter.

Any changes we intend to make to our services or processes in light of your feedback.

Where appropriate, possible outcomes might include an explanation, an apology, corrective action in relation to future bookings, or a goodwill gesture. Any remedy will be considered in line with our terms and conditions and any applicable law.

5. Timeframes for Handling Complaints

We aim to handle complaints as promptly as reasonably possible. While timeframes can vary depending on complexity, we will seek to:

Acknowledge your complaint within a reasonable period.

Complete our investigation and issue a full response within a fair and practical timescale.

If, for any reason, we are unable to respond fully within our usual timeframe, we will let you know and explain the reason for the delay, along with an updated estimate of when you can expect a final response.

6. If You Are Unhappy with Our Response

If you do not feel that your complaint has been resolved satisfactorily, you may request a further review. In that case, where possible, a more senior member of our team will re-examine your complaint, our findings and the outcome offered.

You should explain why you remain dissatisfied and what outcome you believe would be fair. We will then provide a final response explaining our position.

7. Fairness, Confidentiality and Data Protection

We handle all complaints fairly and without discrimination. Raising a complaint will not affect your right to book with us again or the manner in which we treat you as a customer.

Information you provide in connection with a complaint will be treated as confidential and will only be shared with those who need it for the purposes of investigating and responding. We will handle your personal data in line with our data protection responsibilities and only keep complaint records for as long as necessary for legal, regulatory or operational reasons.

8. Using Complaints to Improve Our Services

We review complaints and feedback regularly to identify recurring issues or areas where our man and van and removal services can be improved. This may include additional staff training, changes to our internal procedures, or improvements to how we plan and carry out moves across our service area.

By following this Complaints Procedure, we aim to resolve individual concerns wherever possible and to use every complaint as an opportunity to improve the overall quality and reliability of our services.

9. Changes to this Complaints Procedure

Man with Van Woodford may update this Complaints Procedure from time to time to reflect changes in our services, legal requirements or best practice. The version available on our legal and policy information will be the most current version. We recommend that you review it periodically if you use our services regularly.