Complaints Procedure
Complaints Procedure for Man with Van Perivale
Man with Van Perivale is committed to providing a professional, reliable and considerate removal service. We recognise that, on occasion, things may go wrong and customers may wish to raise concerns about the service they have received. This complaints procedure explains how to tell us about a problem, how we will respond, and what you can expect from us at each stage.
Our Commitment to Customers
We aim to resolve complaints quickly, fairly and transparently. Every concern raised is treated seriously and used as an opportunity to review and improve our moving and transport services. We will always respect your views, protect your personal information, and keep you informed throughout the process.
We handle complaints in line with the following principles:
We listen carefully to your concerns.
We investigate thoroughly and objectively.
We respond within clear timeframes wherever possible.
We explain our findings and decisions clearly.
We provide options for further escalation if you remain unhappy.
What Counts as a Complaint
A complaint is any expression of dissatisfaction, whether verbal or written, about the standard of our service, the conduct of our staff or contractors, our handling of your belongings, or the information you received before, during, or after your move.
Examples of matters you may wish to complain about include:
Delays to collection or delivery of your items.
Damage or loss to items during loading, transit, or unloading.
The attitude, behaviour or communication of a member of our team.
Disagreements about quotations, charges or payment arrangements.
Issues with how we have handled your personal information.
If you are unsure whether your concern is a complaint, you are welcome to raise it with us and we will advise you on the most appropriate way forward.
How to Make a Complaint
You may raise a complaint verbally or in writing. We recommend sending your complaint in writing wherever possible, as this allows you to set out all the relevant details clearly and provides a record of what has been raised.
When making a complaint, please provide:
Your full name and the address where the service took place.
The date of your removal or transport service.
A clear description of what went wrong and when it happened.
Details of any damage, loss or additional charges being disputed.
Any supporting information such as photographs, inventory lists or signed job sheets.
What outcome or resolution you are seeking, where this is known.
We encourage you to raise your concerns as soon as possible after the event so that we can investigate while the details are still fresh and relevant records are readily available.
Acknowledgement of Your Complaint
Once we receive your complaint, we will acknowledge it as soon as reasonably practicable. In our acknowledgement, we will confirm that we have received your complaint, outline the next steps, and provide an estimated timescale for our investigation.
If we need further information to understand the issue fully, we may contact you to clarify any points or request additional evidence such as photographs or itemised lists of damaged or missing goods.
Investigating Your Complaint
Your complaint will be reviewed by an appropriate member of our team who was not directly responsible for the issue complained about wherever this is possible. The investigation may include:
Reviewing booking details, quotations and agreements.
Checking collection and delivery records, including timings.
Speaking with the driver or movers who carried out the work.
Inspecting any photographs, videos or documentation you provide.
Assessing any relevant terms and conditions that apply to your booking.
We aim to carry out investigations promptly while ensuring that all relevant information is considered carefully and fairly.
Our Response and Proposed Resolution
After we have completed our investigation, we will provide you with a written response explaining:
Our understanding of your complaint.
The steps we took to investigate the matter.
Our findings and, where appropriate, any reasons why we agree or disagree with particular points.
Any proposed actions, remedies or goodwill gestures we are able to offer.
Any changes we will make to our processes or staff training where your complaint highlights areas for improvement.
Where your complaint relates to damage or loss, we may propose solutions such as repair, replacement, or a financial contribution, subject to our terms and conditions and any applicable limitations of liability. We will always aim to reach an outcome that is reasonable and proportionate to the circumstances.
If You Are Not Satisfied with the Outcome
If you are unhappy with the response or the proposed resolution, you may ask for your complaint to be reviewed again. When doing so, please explain which parts of our response you disagree with and provide any additional information that you believe is relevant.
Where possible, a more senior member of our team or an alternative manager will review your complaint, the original investigation and the response given. Following this review, we will write to you again with our final position on the matter.
Time Limits and Historical Complaints
To ensure that we can investigate effectively, we encourage customers to make complaints within a reasonable period of time. Complaints raised long after the event may be more difficult to investigate because records, recollections and evidence may no longer be available. We will, however, always consider the specific circumstances and do what we reasonably can to assist.
Using Complaints to Improve Our Service
We value feedback from customers who use our removal and transport services in and around our operating areas. Every complaint is reviewed for any lessons that can help us prevent similar issues in future. This may include improvements in staff training, communication, scheduling, handling of goods or record-keeping.
By sharing your experiences with us, you help us to maintain and improve the quality and reliability of our moving services for all customers.
Confidentiality and Data Protection
All complaints are handled in confidence. Information you provide will be used only for the purposes of investigating and resolving your complaint, for internal monitoring, and for improving our services. We keep records of complaints securely and only for as long as necessary in line with our data protection obligations.
Review of this Complaints Procedure
Man with Van Perivale keeps this complaints procedure under regular review to ensure that it remains clear, effective and in line with best practice within the removals and transport sector. We may update or amend this procedure from time to time and will apply the version that was in force when your complaint was first raised, unless changes in law or regulation require otherwise.
