Complaints Procedure for Man with Van Strawberry Hill

Man with Van Strawberry Hill is committed to providing a reliable and professional removals and moving 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 provide a clear and fair process for resolving complaints about our services. It applies to all customers who use our man and van and removal services. Our aims are to:

Give you an accessible way to raise a concern or complaint.

Ensure your complaint is taken seriously and handled promptly.

Investigate matters thoroughly and impartially.

Provide you with a clear response and, where appropriate, a remedy or explanation.

What Counts as a Complaint

A complaint is any expression of dissatisfaction about our services, whether justified or not. This may include, for example:

Concerns about the quality of our moving or packing service.

Issues relating to punctuality, conduct, or attitude of our team members.

Disputes regarding booking details, charges, or invoicing.

Concerns about loss, damage, or handling of your belongings.

Any other matter where you feel we have not met your reasonable expectations.

Raising a Complaint Informally

Where possible, we encourage you to raise issues with us as soon as they arise, ideally on the moving day or shortly afterwards. Many concerns can be resolved quickly and informally by discussing the matter directly with the person you have been dealing with or a member of our management team.

When raising an issue informally, please provide:

Your full name.

The date of your move and the address where the service took place.

A brief description of the problem, including any relevant times and details.

Any supporting information such as photographs or item lists, if applicable.

Making a Formal Complaint

If you are not satisfied with the outcome of your informal discussion, or if you prefer to make a formal complaint immediately, you may do so in writing. Written complaints help us to fully understand the situation and keep a clear record of what has been raised.

When submitting a formal complaint, please include the following information:

Your full name and preferred method of contact.

The date on which the issue occurred and reference to any booking or job number if available.

A clear description of your concerns, including what went wrong and how it affected you.

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

Any supporting documents or evidence, such as photographs of alleged damage or copies of correspondence.

How We Will Handle Your Complaint

Once we receive your formal complaint, we will follow these steps:

Acknowledgement. We will acknowledge receipt of your complaint within a reasonable period. We will confirm that we are looking into the matter and outline the next steps.

Initial review. A member of our management team will conduct an initial review. They will identify the key issues and may contact you if further clarification or information is required.

Investigation. We will investigate your complaint fairly and objectively. This may involve speaking with staff involved in your move, reviewing job notes, photographs, and any other relevant records.

Response. After the investigation, we will provide you with a written response. This will explain our findings, address the issues you have raised, and set out any actions we will take.

Timescales for Response

We aim to handle complaints as efficiently as possible. While exact timescales may vary depending on the complexity of the issues involved, our general approach is:

Acknowledge your formal complaint within a reasonable number of working days.

Complete our investigation and provide a full response as soon as practicable. If we need more time to investigate, we will let you know and explain the reasons for any delay.

Possible Outcomes and Remedies

After reviewing your complaint, we may decide to:

Provide an explanation or clarification where there has been a misunderstanding.

Offer an apology if we believe our service fell below expected standards.

Suggest practical steps to put things right where this is reasonable and appropriate.

Review our internal processes, staff training, or procedures to help prevent similar issues in the future.

In all cases, we will explain the reasoning behind our decision and the actions we are taking.

If You Are Not Satisfied With the Outcome

If you remain dissatisfied after receiving our response, you may contact us again to request a further review. When doing so, please explain why you are unhappy with the outcome and specify any points you feel have not been fully addressed.

A different member of our management team may review your complaint, the original investigation, and our response. We will then provide you with a final written outcome.

Your Responsibilities When Making a Complaint

To help us deal with your complaint fairly and effectively, we ask that you:

Provide clear and accurate information about the issue.

Submit your complaint as soon as reasonably possible after the event.

Remain courteous and respectful in all communications with our team.

Allow us a fair opportunity to investigate and respond before taking further steps.

Data Protection and Confidentiality

All complaints will be handled in line with our obligations under data protection law. Information you provide will be used only for the purpose of investigating and resolving your complaint, managing our services, and meeting our legal obligations. We will keep records of complaints securely and retain them only for as long as is necessary.

Continuous Improvement

We value feedback from all customers, including complaints, as it enables us to improve our man and van and removals services. We regularly review the nature and outcome of complaints to identify any recurring issues and to refine our training, procedures, and service standards.

By following this Complaints Procedure, we aim to ensure that every concern is treated seriously and professionally, helping us maintain a trustworthy and dependable moving service for all customers who choose Man with Van Strawberry Hill.